Director of Customer Operations, Novo

• 8+ years in customer support/success and/or business operations
• 5+ years of management experience hiring, coaching, mentoring, and developing a high-performing organization
• Director of CS, Director of Business Operations or similar experience at startup or senior member of CS or BizOps at later stage tech
• Experience managing Business Process Organizations

Desirable

• We are looking for a Director of Customer Operations who understands how to drive improvements in our customer satisfaction by championing quality of service and ensuring customers’ needs are understood by partners in product, marketing, and risk
• If you're passionate about simplifying the back office for small business owners, then we want to chat
• Are you ready to revolutionize the small business banking industry with us?
• Set the short and long term strategy for support and manual processing teams, with a focus on quality and eventually cost
• Refine and develop our management team
• Drive improvements in our customer satisfaction by championing quality of service and ensuring customers’ needs are understood by partners in product, marketing, and risk
• Manage the budget in concert with service standards and unit economics required for business success
• Ability to take on other teams that are people and process heavy
• Develop an effective tiered system of support
• Manage a team of managers responsible for our domestic and international customer support agents
• Merge teams across the globe to create more efficiency and continuity across ticket routing/management
• Work with Product, Engineering, Data, and Risk to synthesize our customer operations tool stack
• Standardize our quality assurance and knowledge & training program
• Upgrade our process management program
• Manage and upgrade vendors
• How We Define Success:
• Consulting - architect the function and build systems to drive outcomes
• Leadership - motivate people at every level to believe they can add material value to customers with every interaction and build up other leaders
• Expertise - Bring world-class ability in business operations or customer experience to the company
• Stakeholder - Have colleague Directors say “that person, through selfless behavior and high standards, makes me and the company better”
• Financial - Drive financial outcomes that matter to the business
• Execution - Operate both in the clouds and in the dirt