Lead Operations Associate, Customer Experience
Core
Lead Operations Associate supporting the Customer Experience team in resolving applicant issues across phone, email, and chat channels while improving operational efficiency.
Role type
Senior IC Operations Associate (Customer Experience)
Builds
Operational improvements, AI tools, and workforce scheduling adjustments for the lending marketplace platform.
Domain
Fintech / Consumer Lending
Required skills
Complex issue resolution, operational data analysis, root cause investigation, peer training, process improvement, stakeholder coordination
Preferred skills
Consumer lending/fintech domain knowledge, workforce management platforms, AI tool building, prompt engineering, chatbot quality assurance
Technologies
Workforce management platforms, operational dashboards, spreadsheet analysis, AI tools, chatbots
Responsibilities
Monitor queue health and service levels to recommend staffing adjustments; investigate complex applicant issues and system failures; analyze demand and capacity data; provide peer training and process guidance; coordinate with vendors and internal teams on operational improvements.
Seniority
Senior, hands-on IC