Operations Integration and Experience Manager

Self Financial is a venture-backed, high-growth FinTech company with a mission to increase economic inclusion and financial resilience by empowering people to build credit and build savings.

We're looking for people who share our passion and are driven to tackle challenges, find solutions and make the financial space better for the communities we serve.

Our team is passionate about challenging the status quo of the credit industry by providing people accessible tools to take control of their credit. Executing on our mission requires deep collaboration across our teams to ensure our products reach the people who can benefit from them the most, particularly the 100 million+ Americans who have no or low credit.

We celebrate diversity and are committed to creating an inclusive environment for all employees. To that end, we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

About the Role:

Self is building a community of people who are looking to better their lives by building a credit history. We are seeking a dynamic and experienced Operations Integration and Experience Manager to lead the operational strategy and customer-facing initiatives. This individual will oversee the end-to-end operations workflow, ensuring seamless execution, customer satisfaction, and effective engagement throughout the product launch phase and beyond.  They will need to develop a strong understanding of this product structure and outline all requirements and needs for Operations in order to support the roll out and long term strategy.

Responsibilities, including people management, may evolve within the above description as you become more tenured in the role. 

What you will do:

• Manage and refine operational workflows to optimize efficiency and support the successful launch and ongoing performance of the product.
• Develop and maintain strong relationships with vendor management and customer service teams, acting as the primary point of contact for feedback, inquiries, and escalations.
• Collaborate with product teams to implement strategies that drive customer adoption and engagement.
• Work closely with marketing, sales, product development, and customer service teams to ensure a cohesive approach to product rollout and customer support.
• Track and analyze key performance indicators (KPIs) to monitor the effectiveness of operational workflows and customer satisfaction levels. 
• Gather customer insights and feedback to inform product development and continuous improvement initiatives.
• Maintain accurate documentation of operational processes and produce reports to inform stakeholders about progress and outcomes.
• Utilizes internal systems to analyze and research trends related to transaction and payment activity for complicated cases
• Investigate and monitor financial activity and transactions that appear to be suspicious
• Monitor internal channels for prioritized workflow processes, balancing quality with quantity
• Investigate accounts for loss mitigation leveraging industry knowledge and various systemic tools
• Analyze statistical data on complex cases to determine linkage across customers using various data elements
• Support product and company objectives as a SME to provide insight and feedback on current workflow processes and recommendations
• Make outbound contacts (email communication and phone calls) to customers to further investigate possible suspicious activity, identity theft, fraudulent applications etc.
• Use detective analysis on suspicious activity to identify control gaps and offer opportunities for improvement.
• Facilitate customer account actions as needed during product scaling 

Who you are:

• Minimum of 5 years of experience in operations management within the banking, fintech, or financial services industry. This experience should include leading teams, managing customer interactions, and executing product rollouts.
• Minimum of 3 years owning and or building new products specifically supporting the operations organization and customer experience.
• Must have experience servicing loans, or supporting loan products in various forms with installment, cash advance, earned wage access, revolving, and short term loan products
• Understanding of regulatory and compliance requirements in the financial sector to ensure operations align with industry standards.
• Ability to think strategically and execute tactically, and ability to manage the lifecycle of product launches, from planning and development through to rollout and post-launch enhancements.
• In-depth understanding of operational workflows and the ability to design,