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Director of Customer Operations

Novo

Novo

Customer Service, Operations
Miami, FL, USA · New York, NY, USA · Miami, FL, USA
Posted on Tuesday, December 12, 2023

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 America
  • Positive, inclusive, supportive culture cheering you on your journey
  • We work with very new technologies and architecture patterns
  • We provide learning and development budgets to help you grow and bond with your team
  • Able to work from the office 3+ days per week
  • Offices in NYC, Miami, Delaware, India, and Colombia

About 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 cost
    • Refine and develop our management team
    • Drive improvements in our customer satisfaction by championing quality of service and ensuring customers’ needs are understood by partners in product, marketing, and risk
    • Manage the budget in concert with service standards and unit economics required for business success
    • Ability to take on other teams that are people and process heavy
  • Customer Support
    • Develop an effective tiered system of support
    • Manage a team of managers responsible for our domestic and international customer support agents
    • Merge 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 risk
    • Merge teams across the globe to create more efficiency and continuity across ticket routing/management
    • Optimize manual processing through automation and model-building
  • Enablement
    • Work with Product, Engineering, Data, and Risk to synthesize our customer operations tool stack
    • Standardize our quality assurance and knowledge & training program
    • Upgrade our process management program
    • Manage and upgrade vendors

Requirements for the Role:

  • 8+ years in customer support/success and/or business operations
  • 5+ years of management experience hiring, coaching, mentoring, and developing a high-performing organization
  • Director of CS, Director of Business Operations or similar experience at startup or senior member of CS or BizOps at later stage tech
  • Experience managing Business Process Organizations

How We Define Success:

  • Consulting - architect the function and build systems to drive outcomes
  • Leadership - motivate people at every level to believe they can add material value to customers with every interaction and build up other leaders
  • Expertise - Bring world-class ability in business operations or customer experience to the company
  • Stakeholder - 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 business
  • Execution - Operate both in the clouds and in the dirt

Nice to Have, But Not Required:

  • Experience scaling to Series D
  • Scaling an customer operations team from 30 to 200+
  • Led geographically dispersed teams

Salary 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-CD1 #LI-Hybrid

Novo 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.