Head of Customer Operations

About Figure

Figure is transforming the trillion dollar financial services industry using blockchain technology. 

In five short years, Figure has unveiled a series of fintech firsts using the Provenance blockchain for loan origination, equity management, private fund services, banking and payments sectors - bringing speed, efficiency and savings to both consumers and institutions. Today, Figure is one of less than a thousand companies considered a unicorn, globally.

Our mission requires us to have a creative, team-oriented, and supportive environment where everyone can do their absolute best. The team is composed of driven, innovative, collaborative, and curious people who love architecting ground-breaking technologies. We value individuals who bring an entrepreneurial mindset to every task and will embrace our culture of innovation. 

Every day at Figure is a journey in continuous learning yet a daily focus on getting work done that makes a difference. Join a team of proven leaders who have already created billions of dollars in value in the FinTech space!

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Figure Series D Announcement

About the Role

Figure is redefining the overall lending process and has the #1 HELOC digital application offered both directly through Figure Lending, and through many recognized partners who utilize our platform on a ‘white label’ basis. Figure’s HELOC volume has experienced exponential growth and we have strong forecasts for this growth to continue. We are looking for a leader who can dive in and help us scale our ongoing lending operations in addition to developing operational requirements for new features and products. 

The Head of Operations will help develop and execute on Figure’s strategic plans while driving automation and operational efficiencies, increasing conversion rates, creating a world class customer experience and ensuring regulatory compliance. 

What You’ll Do

Operations 

• Work with various leaders across the business to strategize, plan and implement process and technology improvements aligned with improving Figure Lending Operations business outcomes, transforming the “contact center of the future” by streamlining business processes and automating workflows using Figure’s proprietary software along with next-gen technologies
• Drive refined process recommendations across communication channels (phone, email, chat), to deliver agent productivity and completion of application flow in a multi-channel experience
• Create business requirements and use cases for technology and operational implementation to deliver process change and automation with a goal of increasing efficiency, optimizing conversion, improving customer experience and reducing costs
• Develop an understanding of business concerns and lead process improvements that provide solutions
• Develop reporting and analytics to provide visibility into customer needs, issues, trends, underperforming areas and enable those insights for executive dashboards
• Perform proactive root cause analysis on performance metrics and create and monitor feedback mechanisms (ie surveys, CEO feedback) to help drive continuous process improvement
• Drive volume and profitability through the management of KPI's and SLA's as well as cost per loan and overall profitability of the lending divisions.
• Develop and maintain a collaborative relationship with investors, with a focus on both our origination and servicing efforts
• Partner with key stakeholders across the organization to drive quality improvement and continuous efficiency in Customer Operations 
• Embrace and champion our mission of introducing blockchain technology into the traditional financial services industry
• Scale our B2B Client Service white labeled origination offering  
• Participate in the development of new products as Figure continues to build from ground level 
• Ensure proper end-to-end fulfillment standards are implemented in order to safeguard company assets and ensure compliance for investor standards for our  HELOC,  and other consumer loan products

Leadership 

• Lead by example demonstrating and encouraging a positive and inclusive office culture driven by performance, accountability, and a can-do attitude
• Lead efforts on Ops capacity planning and establish performance metrics and KPIs based on company-wide KPIs and goals