Site Operations Manager

About Figure

Figure is revolutionizing financial services with its disruptive technology platform. Our flagship product is the #1 non-bank HELOC in America. We’re delivering new consumer lending products and a capital markets ecosystem that maximize efficiency and transparency – by capitalizing on our loan origination activities, extensive network of partners, and growing pool of assets.

Join a team of 450+ people at Figure who have originated $11+ billion in loan volume. We’re very profitable and growing fast!

Figure has raised $469 million from top investors like Ribbit Capital, DST, Apollo, and Morgan Creek.

Forbes Top 50 Blockchain Companies

Figure Series D Announcement

About the Role 

We are looking for a results driven, customer service oriented, roll up your sleeves type of leader who is curious about innovative blockchain technology and financial services. As a Site Operations Manager, you will oversee the day-to-day operations of our organization, ensuring efficiency, productivity, and compliance with company policies and procedures. This role requires strong leadership skills, a strategic mindset, and the ability to effectively manage resources to achieve business objectives.

Your effective communication, problem solving, and attention to detail will contribute to key outcomes that secure existing business initiatives, drive brand engagement, and ensure customer success. You will keep Figure accountable to its customers by leading the team in troubleshooting problems and providing solutions with knowledge and empathy.

What You’ll Do

Team Management: 

• Provide oversight and guidance to a team of Team Managers responsible for managing customer service agents and specialists, ensuring their productivity, efficiency, and adherence to quality standards.
• Establish and communicate clear performance expectations to Team Managers, supporting them in effectively leading their respective teams.

Performance Improvement: 

• Establish and achieve performance goals for the team, focusing on metrics such as handle time, talk time, hold time, ACW, pick-up rate, customer satisfaction scores, and service level agreements.

Coaching and Development: 

• Collaborate with Team Managers to conduct regular coaching sessions with agents, focusing on enhancing their skills, addressing performance gaps, and fostering professional growth.
• Support Team Managers in implementing strategies to drive accountability and ownership of performance results among team members, promoting a culture of responsibility and excellence.
• Provide resources and training opportunities to Team Managers to enhance their coaching capabilities and leadership skills.

Reporting and Analysis: 

• Generate reports on team performance, analyze trends, and provide actionable insights for continuous improvement.
• Utilize data-driven approaches to optimize team performance and efficiency.

Problem-Solving: 

• Work closely with Team Managers to address escalated issues and guide them in resolving complex customer situations promptly and effectively.
• Provide support and resources to Team Managers to equip them with the necessary tools and strategies for effective problem-solving and conflict resolution within their teams.

Process Optimization: 

• Collaborate in weekly OM syncs to identify inefficiencies in processes and propose/implement improvements to enhance operational efficiency.
• Initiate strategies to optimize workflows, processes, and elevate the overall customer experience.

Communication and Collaboration: 

• Maintain open communication channels within the team, fostering collaboration and alignment with organizational goals.
• Collaborate with other departments as needed to address customer needs and ensure a seamless customer experience.

Compliance and Policy Adherence: 

• Collaborate with Team Managers to ensure agents consistently adhere to Originations policies and best practices in customer service.
• Stay updated on industry regulations and guidelines, working with Team Manager to ensure alignment with compliance requirements.

Team Development: 

• Cultivate a positive work culture, motivate team members, and facilitate training sessions to enhance skills and knowledge.
• Encourage a supportive and inclusive environment where team members feel empowered to excel.

Leadership and Dec