At Braviant, we believe in hiring great talent and offering them the flexibility to achieve great results unbounded by geography. Braviant is offering a fully remote option for anyone out of state who wants to join our team and help us grow or a hybrid option for those who want to join our Chicago office.

Who we are:

Braviant is a leading provider of tech-enabled credit products that combines breakthrough technology and cutting-edge machine learning to transform how people access credit online. Our next-generation approach to lending reduces credit barriers and creates a Path to Prime to help millions of underbanked consumers build credit history, reduce their cost of borrowing, and take control of their personal finances.

The Role:

The Manager of Strategy & Operations is an incredible opportunity for an innovative, hands-on leader to help drive Braviant’s Servicing experience for its consumer lending products. We are looking for someone who has built operational processes from scratch or completely transformed them using both technology and human capabilities to drive efficiency, reliability, compliance, and improve the overall customer experience. This position is impactful across the organization and includes frequent collaboration with Operations, Legal/Compliance, Product, Engineering, and Business Intelligence teams. A successful candidate will be data-driven, have a passion for workflow optimization and best-in-class customer experience. 

What you'll be doing:

• Design and implement end-to-end consumer loan servicing strategy, from customer support to collections, to create a world-class customer experience and minimize loan losses.
• Transform existing contact center operations to a digital first servicing experience through self-servicing capabilities and workflow automation.
• Drive portfolio optimization strategies through cost savings, loss reduction and retention.
• Help define success metrics of the overall servicing experience, create reporting to measure these metrics and manage to business outcome through product development.
• Own the roadmap for both self-servicing and contact center technology; maintain and ruthlessly prioritize the product backlog; drive execution with the help of cross-functional resources through product management or operational excellence.
• Confidently make Go / No Go/ Maybe Later, as well as Buy/ Build recommendations based on data for servicing related technology and vendors (outsourced operations).
• Craft business cases through data analysis, process analysis, discovery, and cost and benefits analysis for new projects.
• Participate in customer research (including internal customers such as call center agents), discovery, market, and competitive analysis.
• Deliver key projects from concept through planning to execution, launch and post-launch support.
• Lead a team to execute at a high level under your direction by developing and leveraging frameworks to help structure the team’s thinking, facilitating alignment on key strategic decisions among various stakeholders.
• Become a subject matter expert in industry best practices and convey the expertise/knowledge to proposals and executions to drive bottom line. 

What you'll bring:

• 5+ years of experience in Operations and/or Product Management with in-depth knowledge in at least one of the following areas: Operation effectiveness optimization in a systems environment (call center, e-commerce, supply chain) or Product Management for Digital Customer Products with a focus on customer experience.
• 3+ years of experience in creating and leading diverse and high-performing teams
• Deep customer focus and experience with researching and determining customer needs.
• Top-notch communication and presentation skills, including experience communicating insights through data.
• Self-starter and ability to own projects from initial question development to rollout.
• Bachelor’s degree in a quantitative field such as Engineering, Mathematics, Computer Science, Finance etc.

What makes you stand out:

• You can effectively enable your team to consistently deliver results with a sense of urgency and coach them to work effectively across teams.
• Advanced SQL and Excel preferred. Knowledge of Looker / LookML a plus.
• Prior experience in Loan Servicing and Collections Strategy in Near/Sub Prime Consumer Lending.
• Prior experience in agile development, user-centered design, and product roadmap planning techniques.
• Prior experience in working with 3rd party providers.
• Understanding of contact center operations.

What it's like to work here:

We're more than just great snacks, unique outings, a cool office, or swag. We're about achieving results while having fun along the way. We believe in solving problems together and building on each other’s ideas. Our teams are comprised of smart, curious individuals and we encourage everyone to think like an owner, take initiative and drive their careers. Our broad roles provide tremendous opportunities for individuals to acquire new skills, gain exposure to all areas of the business, and quickly see their impact at Braviant.