VP, Strategy & Operations

| Chicago
We are OppLoans

Growth with a Purpose 
OppLoans is a growing, socially responsible, and profitable FinTech company that is one of the highest-rated and best-in-class online finance platforms and service providers in the industry. OppLoans offers consumers a simple and responsible source of funding when faced with financial emergencies. We continue to experience growth year over year with profitable returns each year. Employees can make an immediate effect in a growth stage company.

What We Are Looking For
OppLoans has grown exponentially over the past 3+ years, with no signs of slowing down. We are looking to add a VP of Operations to our executive ranks to grow our operations and enhance our operational efficiency. You will oversee our “North Star” KPIs - funding rate, customer satisfaction and operational efficiency - and deploy a suite of best-in-class strategies to improve these metrics to scale and transform the business. You will be the focal point for important partners across all departments - Sales, Credit, Marketing, Finance, Product, Technology, Legal and Compliance.

What you get to do: 
  • Build strategy: Develop a compelling service strategy for how to support our customers across all stages of their journey to maximize speed, transparency and efficiency. Create and implement the roadmap of initiatives to drive our growth.
  • Promote operational excellence: Ensure consistency of execution across the Sales, Underwriting and Service teams. Reimagine and redesign processes to maximize conversion and increase the effectiveness of our Contact Center. Launch programs that reduce customer friction, decrease costs and reduce or eliminate manual processes. Refine these processes to enhance our operations and improve the customer experience.
  • Own business-critical KPIs: Obsess over and manage our “North Star” KPIs - funding rate, instant bank verification rate, decision rate, contact rate, and other related metrics. Lead the instrumentation and daily monitoring of operational processes to identify issues before they arise and respond quickly to resolve issues when they arise. Implement systematic controls to reduce operational risk and ensure stability and reliability of service.
  • Drive Analytics & Automation: Grow our loan automation efforts and launch intelligent algorithms that automate decision-making, customer routing, and call strategies. Build on our culture of “Data + Action” by translating data insights into tangible initiatives. Lead our Data Science team and empower them to drive deep insights and operational transformation. Hire top-tier talent to further build these high-performing teams.
  • Introduce next-generation technologies: Identify the next generation of technology tools for our company, including Optical Character Recognition (OCR), Robotic Process Automation (RPA), Speech Analytics, Alexa/Conversational UI, and others. Stay up-to-date with essential trends and industry insights by keeping a close pulse on our competitive landscape. 
  • Maximize omni-channel effectiveness: Lead our omni-channel efforts across phone, email, text, chat, and chatbot to create a communications strategy to enhance the customer journey. Find the balance between deflecting unnecessary interactions to our Contact Center vs. providing a five-star personal experience that keeps customer engagement and satisfaction high. 
  • Create a culture of Continuous Improvement: Use existing process reengineering / continuous improvement methodologies (Lean, Six Sigma, Kaizen, etc.) to create a culture where everyone is looking to improve the customer experience and reduce “waste”..
  • Maximize Customer Satisfaction: Partner with Product, Sales and Service to improve upon our industry-leading NPS and Customer Ratings. Help build Voice of the Customer functionality using existing platforms, including Review Trackers, BirdEye and Delighted, and new technologies and platforms. 

What you will bring to the team:
  • 10+ years of operational experience. Call Center experience is preferred, especially omni-channel contact experience across phone, email, text, chat, and chatbot. 
  • 5+ Management Consulting experience from a top-tier firm and direct experience in Operations or Process Improvement, including automation.
  • 5+ years of managing high-performing teams. 
  • FinTech experience preferred.
  • Knowledge of contact center technologies, including telephony, workforce management/optimization, omni-channel communications, virtual assistants, speech analytics, and others.
  • Experience in Kaizen, Lean Manufacturing, and Six Sigma is a big plus.
  • Bachelor's degree in a related field.
  • MBA preferred
 
Level:
  • Executive, reporting directly to COO
 
Why OppLoans?

Employees Love Working Here
With a dynamic startup culture and great benefits, we’ve attracted top talent and boast one of the most engaged offices in the country. In 2019, we were named the 4th fastest growing company in Chicago by Crain’s Chicago Business, received the 86th spot on the Deloitte Fast 500, and are named one of the best companies to work for in the nation by Glassdoor two years in a row. Check out our Glassdoor reviews to see why our employees love us!

Customers love our product
OppLoans is committed to delivering a best-in-class experience to our customers. Don’t believe us? See what our customers are saying on Google and the BBB! We were also named a number one personal lender by Lending Tree, and a “Leader in Quality and Innovation” by the Center for Financial Services Innovation (FinX). 
 
 Benefits
OppLoans is an equal opportunity employer. OppLoans does not discriminate against any applicant for employment due to age, color, sex, disability, national origin, race, religion, veteran status, or any other protected class.

We offer a great compensation package and benefits package to support you inside and outside of work as you grow your career with us. Some of these benefits include a 401(k) matching program, paid vacation policy, free PPO medical option with BCBS for Employee Only Plans, dental, vision, and accident coverage, free gym membership, discounted Divvy memberships and ClassPass fitness classes, CTA and Metra benefit programs, casual dress policy, subsidized daily lunches, a stocked kitchen with healthy snacks and drinks, an employee and peer recognition program, and intramural sports leagues. 

Our office is conveniently located in downtown Chicago with panoramic views of Millennium Park and Lake Michigan, with rooftop access.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • RubyLanguages
    • ClojureLanguages
    • Google AnalyticsAnalytics
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM

Location

OppLoans is located in the heart of downtown Chicago, adjacent to Michigan Avenue and across the street from beautiful Millennium Park.
OppLoans' "People First" Ethos Inspires Employees to Make Great Tech
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What are OppLoans Perks + Benefits

OppLoans Benefits Overview

Fully stocked kitchen with healthy snacks & drinks available.
Subsidized daily lunches.
CTA & Metra benefit program.
Free gym membership.
Free shuttle passes to Metra stations.
Casual dress policy.
Discounted Divvy memberships.
401(k) match program.
Free OppLoans apparel.
Competitive salary and benefits package.
Fun, fast-paced work environment.
Employee and peer recognition program.
Dynamic start-up culture and environment.
Ability to make an immediate impact in a growth stage company.
Flexible paid vacation policy.
Free health benefit options.
Intramural sports leagues.
Weekly office events (happy hours, massages, game nights, private yoga sessions, catered
breakfasts, etc.).
Dual monitors and stand-up work stations.
Convenient downtown Chicago office located in the heart of the city.
Awesome panoramic office view of Millennium Park and Lake Michigan, with rooftop access.
Equal opportunity employer.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company's diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
OppLoans gym is a state-of-the-art fitness center free to all employees, and provides yoga, kickboxing and pilates classes on site.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Acme Co. hosts lunch and learn meetings once per quarter.
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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