VP of Customer Operations


3 weeks ago

06/28/2019 10:21:23

Job type: Full-time

Hiring from: US only

Category: Customer Support

The Company:

We’re a tech company that’s changing how people bank and think about their finances. We value empathy, curiosity, craft and efficacy. Our mission is to help people feel confident with their money. We do that by bringing humanity, elegance and ease to the consumer banking experience.

The Job:

As the head of Simple’s Customer Operations function, you'll be responsible for the ongoing design, implementation, and management of successful customer support strategies. These strategies will be designed to scale alongside the changing needs of our customers, team, and business. You'll work closely with Simple department heads to identify opportunities (both across the company & externally) that will optimize Simple's long-term success.

As a leader here at Simple, you will develop and maintain employee engagement programs that reflect our company values  (craft, efficacy, curiosity, and empathy). You will play an active role in building an effective team & enabling career development across multiple job roles and levels.

The Team:

We're working to delight our customers - and the Customer Operations team plays one of the largest roles in making that a reality. Time after time, Simple customers cite "phenomenal customer service" as the reason they love banking with Simple. The VP of Customer Operations manages a team that includes operations, tooling, learning & development, and customer support agents, all with a focus on delivering high-quality customer contact through phones and messaging.

This role partners closely with leadership across Product, Engineering, Marketing, Risk Management, People Team, and Finance. You'll collaborate with these teams to ensure consistent, high-quality user interactions and customer-focused product enhancements.  

About You:

You are a strong customer advocate, a seasoned people manager, and a strategic and analytical leader with a clear vision. You thrive in an evolving environment, and you have a proven track-record of building a trusting and cohesive organization. You have led customer-facing teams within a regulated technology company, and you pride yourself on building & operating a phenomenal end-to-end customer experience.

What You’ll Do All Day:

  • Your time will be spent providing strategic, operational, and people leadership across our Customer Operations organization. More specifically you will:

  • Develop, direct, and oversee the Customer Operations strategy, systems, tools, and best practices.

  • Lead a team of managers across Customer Operations support, tooling (Salesforce), and Learning & Development.

  • Provide opportunities for learning and growth through feedback, cross training, and stretch projects.

  • Build and manage annual goals and quantitative measures of success for Customer Operations while managing the department budget.

  • Design, deliver and manage world-class customer service processes that scale at every point in the customer lifecycle.

  • Partner with the Product and Engineering organizations to inform the roadmap for future product development based on evaluation of customer needs.

  • Drive decisions on new/enhanced tools, platforms, and programs for efficient, sustainable processes and growth.

  • As a member of the leadership team, ensure Simple’s core values and business objectives are respected and delivered across the company.

We’d Like To See:

  • 10+ years of experience leading customer-focused teams within the financial services and/or consumer technology industries.  Bonus for regulated industries.

  • Excellent business, operational, analytical and strategic planning skills with demonstrated success working in a highly collaborative culture.

  • A strong people manager with experience in leading and mentoring managers and teams to ensure professional development and performance.

  • Experience driving revenue, customer acquisition or feature adoption through outbound customer contact.  

  • A willingness to dive into the details, get your hands dirty and work towards agreed-upon results, while simultaneously executing on long-term strategy.

  • Experience with the day-to-day requirements of meeting SLAs, managing a large workforce and navigating the unexpected.

  • Experience establishing and managing third-party relationships.

  • Proven ability to attract, retain and develop leaders with a long-term succession plan to ensure sustainable business success.

Come As You Are:

We recognize the dire lack of diversity in our industry, and we’re not okay with it. We actively seek to address it with our hiring and retention practices, as well as our office culture. Our culture isn’t something employees join, it’s something they build and shape. We believe that every person and their lived experience is integral to building a work environment, and a product that will change the world. If you’re on the fence about whether you’re a fit, we say go for it, and apply!

Why Simple’s a Great Place to Work:

  • A supportive and nurturing place to work. We know good ideas come from everywhere, so we work to ensure every person feels psychologically safe to take risks and think outside of the box here. Our dog-friendly space provides a wellness room, adjustable desks & ergonomic chairs, monthly on-site acupuncture & massages, all gender restrooms, and dietary & allergy conscious catering.

  • Competitive salary and inclusive benefits package, including 4-months of 100% paid parental leave, additional PTO for volunteer & advocacy days, and affordable health insurance for partners & families.

  • Ample opportunity to connect with your coworkers through company-funded Employee Resource Groups & Simple community events.

  • We’re committed to hiring quality human beings. Simple is a place where others will watch out for you and help you learn. We like and respect one another.

  • We believe that financial confidence belongs to everyone - and we will work to remove every barrier along the way. We sweat the small stuff, and build with intention.

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