Novo
Director of Customer Operations
Novo, Miami, Florida, us, 33222
We started Novo to challenge the status quo—we’re on a mission to increase the GDP of the modern entrepreneur by creating the go-to FinTech platform for small businesses (SMBs). Novo is flipping the script of the FinTech world, and we’re excited to lead the small business FinTech revolution.We are looking for people of character. Pragmatic and capable people who want to see their work drive better outcomes for small businesses — the backbone of our economy. You will join our team and work on the building blocks of everything Novo ships.Why Novo?
Novo is a rapidly growing series B fintech startup with a mission-driven team that’s passionate about helping every small business in AmericaPositive, inclusive, supportive culture cheering you on your journeyWe work with very new technologies and architecture patternsWe provide learning and development budgets to help you grow and bond with your teamAble to work from the office 3+ days per weekOffices in NYC, Miami, Delaware, India, and ColombiaAbout the Role:
We are looking for a Director of Customer Operations who understands how to drive improvements in our customer satisfaction by championing quality of service and ensuring customers’ needs are understood by partners in product, marketing, and risk. If you're passionate about simplifying the back office for small business owners, then we want to chat. Are you ready to revolutionize the small business banking industry with us?Responsibilities:
General
Set the short and long term strategy for support and manual processing teams, with a focus on quality and eventually costRefine and develop our management teamDrive improvements in our customer satisfaction by championing quality of service and ensuring customers’ needs are understood by partners in product, marketing, and riskManage the budget in concert with service standards and unit economics required for business successAbility to take on other teams that are people and process heavy
Customer Support
Develop an effective tiered system of supportManage a team of managers responsible for our domestic and international customer support agentsMerge teams across the globe to create more efficiency and continuity across ticket routing/management
Banking Operations
Manage a team of managers responsible for teams processing payments and managing riskMerge teams across the globe to create more efficiency and continuity across ticket routing/managementOptimize manual processing through automation and model-building
Enablement
Work with Product, Engineering, Data, and Risk to synthesize our customer operations tool stackStandardize our quality assurance and knowledge & training programUpgrade our process management programManage and upgrade vendors
Requirements for the Role:
8+ years in customer support/success and/or business operations5+ years of management experience hiring, coaching, mentoring, and developing a high-performing organizationDirector of CS, Director of Business Operations or similar experience at startup or senior member of CS or BizOps at later stage techExperience managing Business Process OrganizationsHow We Define Success:
Consulting - architect the function and build systems to drive outcomesLeadership - motivate people at every level to believe they can add material value to customers with every interaction and build up other leadersExpertise - Bring world-class ability in business operations or customer experience to the companyStakeholder - Have colleague Directors say “that person, through selfless behavior and high standards, makes me and the company better”Financial - Drive financial outcomes that matter to the businessExecution - Operate both in the clouds and in the dirtNice to Have, But Not Required:
Experience scaling to Series DScaling a customer operations team from 30 to 200+Led geographically dispersed teamsSalary Range (NYC): $185K-200K annualized salary. This range is not inclusive of discretionary bonus or equity package, offers to be determined based on experience, education and skill set. The range for this same position may be lower or higher in markets outside of New York City.LI-CD1Novo values diversity as a core tenet of the work we do and the businesses we serve. We are an equal opportunity employer, indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information or any other protected characteristic.
#J-18808-Ljbffr
Novo is a rapidly growing series B fintech startup with a mission-driven team that’s passionate about helping every small business in AmericaPositive, inclusive, supportive culture cheering you on your journeyWe work with very new technologies and architecture patternsWe provide learning and development budgets to help you grow and bond with your teamAble to work from the office 3+ days per weekOffices in NYC, Miami, Delaware, India, and ColombiaAbout the Role:
We are looking for a Director of Customer Operations who understands how to drive improvements in our customer satisfaction by championing quality of service and ensuring customers’ needs are understood by partners in product, marketing, and risk. If you're passionate about simplifying the back office for small business owners, then we want to chat. Are you ready to revolutionize the small business banking industry with us?Responsibilities:
General
Set the short and long term strategy for support and manual processing teams, with a focus on quality and eventually costRefine and develop our management teamDrive improvements in our customer satisfaction by championing quality of service and ensuring customers’ needs are understood by partners in product, marketing, and riskManage the budget in concert with service standards and unit economics required for business successAbility to take on other teams that are people and process heavy
Customer Support
Develop an effective tiered system of supportManage a team of managers responsible for our domestic and international customer support agentsMerge teams across the globe to create more efficiency and continuity across ticket routing/management
Banking Operations
Manage a team of managers responsible for teams processing payments and managing riskMerge teams across the globe to create more efficiency and continuity across ticket routing/managementOptimize manual processing through automation and model-building
Enablement
Work with Product, Engineering, Data, and Risk to synthesize our customer operations tool stackStandardize our quality assurance and knowledge & training programUpgrade our process management programManage and upgrade vendors
Requirements for the Role:
8+ years in customer support/success and/or business operations5+ years of management experience hiring, coaching, mentoring, and developing a high-performing organizationDirector of CS, Director of Business Operations or similar experience at startup or senior member of CS or BizOps at later stage techExperience managing Business Process OrganizationsHow We Define Success:
Consulting - architect the function and build systems to drive outcomesLeadership - motivate people at every level to believe they can add material value to customers with every interaction and build up other leadersExpertise - Bring world-class ability in business operations or customer experience to the companyStakeholder - Have colleague Directors say “that person, through selfless behavior and high standards, makes me and the company better”Financial - Drive financial outcomes that matter to the businessExecution - Operate both in the clouds and in the dirtNice to Have, But Not Required:
Experience scaling to Series DScaling a customer operations team from 30 to 200+Led geographically dispersed teamsSalary Range (NYC): $185K-200K annualized salary. This range is not inclusive of discretionary bonus or equity package, offers to be determined based on experience, education and skill set. The range for this same position may be lower or higher in markets outside of New York City.LI-CD1Novo values diversity as a core tenet of the work we do and the businesses we serve. We are an equal opportunity employer, indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information or any other protected characteristic.
#J-18808-Ljbffr