VP, Strategy & Operations
1 day ago
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.