Operations Quality and Content Program Lead

EMPOWER OVERVIEW

Empower is shaking up an outdated financial system by providing real opportunity for our customers: the opportunity to get the cash they need, to access fair credit, and to change their financial story. Today, we’re helping millions of people find financial security through machine learning models that evaluate creditworthiness using a more inclusive lens and mobile-first products: Cash Advance, Thrive line of credit, and Petal credit cards. Tomorrow? Creating even more financial paths for our customers (and their wallets) to succeed.

This year, Empower ranked #65 on Inc. 5000’s Fastest-Growing Private Companies list — our third year in a row cracking the top 100 — and was named by Forbes as one of the 25 Next Billion-Dollar Startups for 2024. Empower was also featured by Forbes on America’s Best Startup Employers list in 2023, and our Thrive line of credit product was named by Fast Company as one of 2022’s Next Big Things in Tech.

Empower is backed by Sequoia Capital, Blisce, and Icon Ventures. Ready to grow your impact and accelerate your career? Take a look at our open roles — we can’t wait to meet you.

The Opportunity: Operations Quality and Content Program Lead

Empower is looking for an Operations Quality and Content Program Lead to enhance the effectiveness of our fraud, risk, and back office operations. In this role, you’ll own learning, content, and quality assurance.

You will be responsible for fostering excellence within our internal and external operations teams by building and maintaining essential infrastructure. This includes ensuring operations specialists and analysts are expertly trained, thoroughly informed, and consistently performing at their best.

This role sits at the intersection of people, process, and technology, requiring a holistic, insight-driven approach to performance improvement. You will also oversee all operations escalations to identify coaching opportunities and close process gaps.

Working cross-functionally with Vendor Management, Compliance, Digital Transformation, and Customer Support, you will ensure that all tools, workflows, and messages align with our mission and business objectives. The ultimate goal is to build a support organization capable of scaling with excellence. This position reports to the Senior Operations Manager.

Empower is a remote-first company that fosters connectivity through regular offsites. Travel for company offsites is required at least twice per year.

How You’ll Make an Impact

• Refinement of Training Programs: Refine and review onboarding and ongoing training programs, improving the operations team’s readiness, retention, and performance across multiple workloads.

• Drive QA Strategy & Automation: Champion the advancement of our quality assurance program. Utilize AI to optimize reviews, pinpoint performance patterns, and automate feedback processes.

• Own Knowledge & Content Systems: Maintain, organize, and update internal and external knowledge bases, FAQs, SOPs, and training materials to ensure accuracy, accessibility, and alignment with business objectives.

• Partner for Operational Excellence: Work with the Vendor Management, Digital Transformation, and Compliance teams to ensure content, workflows, and training are aligned with evolving policies, systems, and customer needs.

• Analyze and Act on Escalation Trends: Leverage insights gleaned from escalations and Quality Assurance (QA) to enhance enablement programs and drive continuous improvement throughout the support experience lifecycle.

Why You’re a Great Fit

• 5+ years of experience in training design and QA systems

• 4+ years of fraud and back office banking operations experience (ideally in a B2C fintech or financial services environment)

• Proven ability to support Quality Assurance efforts, and provide timely feedback and readily accessible resources to Empower’s BPO/external teams to achieve optimal performance

• Experience supporting team members by providing coaching, performance management, and career development in a fast-paced production based environment

• Comprehensive grasp of the training-performance-automation feedback loop, and adeptness in leveraging data to bridge performance deficits

• Skilled in instructional design, adult learning principles, and contemporary L&D technologies, including Learning Management Systems (LMS), Quality Assurance (QA) tools, and knowledge bases

• Demonstrated ability to lead QA program development across internal