Director, Customer Service & Sales

About UsFounded in 2005 as the first peer-to-peer marketplace lending platform in the U.S., Prosper was built on a simple idea: connect people who want to borrow money with those who want to invest. Since inception, Prosper has helped more than a million people gain access to affordable credit with over $23 billion in loans originated through its platform. Our mission is to help our customers advance their financial well-being through a variety of products including personal loans, credit, home equity lines of credit (HELOC), and our newest product, HELoan. Our diverse culture rewards accountability and cross functional teamwork because we believe this encourages innovative thinking and helps us deliver on our mission.   We’re on a mission to hire the very best, and we are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere. It is important to us that every hire connects with our vision, mission, and core values. Join a leading fintech company that’s democratizing finance for all!  
About Our Operations TeamRooted in our values, Prosper’s Operations team is driven by how we can improve the customer experience, always thinking there must be a better way. If you are looking for a mission driven company with a great culture, check us out! As a Prosper employee, you will have the opportunity to take ownership of your career - we offer learning opportunities and career development plans. Come join a dedicated, diverse community that will help you discover your fullest potential! Are you ready to Prosper? 
Our ValuesDiversity expands opportunitiesCollaboration creates better solutions Curiosity fuels our innovationIntegrity defines all our relationshipsExcellence leads to longevity Simplicity guides our user experience Accountability at all levels drives results
www.prosper.comOur Story & Team  //   Our Blog 
The RoleProsper is seeking a proven leader for our Customer Service and Sales organization.  As the Director of Customer Service and Sales, you will be responsible for delivering a category-defining customer experience for our Personal Loan and Credit Card products.

Problems You Will Solve

• Design and execute a multi-channel customer experience and sales strategy for phone, chat, and email
• Lead service and sales teams in PHX, Canada, and Central America
• Deliver consistent service levels, KPIs, and company sales objectives
• Develop and implement methods to analyze customer feedback and related opportunities
• Partner with Prosper’s Operations Support team to develop and execute quality and training programs that support our customer experience and sales objectives
• Identify and recommend updates and expansions to technology, equipment, and policies that may improve customer service and retention
• Act as a liaison between the customer service department, vendors, and other divisions in the company
• Develop short-term/long-term goals and objectives aligned with the company's strategic goals
• Partner with the operations analytics team to identify data-driven areas of opportunity and own execution of strategies to deliver on identified key areas
• Support operations leaders in monitoring and management of day-to-day processes and lead remediation efforts for ad hoc interruptions to target service levels
• Partner with company leaders in cross-functional teams to deliver strategies in support of our board KPIs
• Collaborate cross-functionally with product and engineering teams to provide customer insights that delivery a desirable platform experience
• Identify opportunities to leverage automation and tools that support scalable yet lean operations
• Recognize operations as part art and part science, understand the human element, and how decisions impact our front-line team members
• Ensure decisions are made with an understanding of the benefit it brings to both the customer and the employee teams
• Act as a “Player / Coach-Athlete” by playing a key part in both leadership and development of the team as well as individual contribution to complex business problems and critical initiatives

About You

• Bachelor's Degree (Master’s preferred) with 5+ years’ relevant experience in operations, contact center operations, sales, strategy, or consulting role with hands-on operational work
• Fintech or relevant experience preferred
• A passion for championing best-in-class sales and customer service processes
• A strong people leader who has a track record of having built and led highly engaged teams
• Demonstrated track record of applying creative thinking and analysis to solve business needs
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