Lead complex projects of diverse scope to optimize operational processes
Participate in complex problem resolution and determine methods and procedures for new assignments
Drive global process improvements within the organization
Provide oversight and support for planning and management of financial, budget, and headcount targets
Act as a liaison between business leadership, staff, and other key partners
Influence the quality, efficiency, and effectiveness of business processes
Utilize internal and external data to provide actionable insights for business growth

8+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience
5+ years of experience in Customer Experience, Operations, or Customer Service within financial services or a regulated industry (fintech, banking, payments, lending, or insurance)
5+ years of experience managing teams in a global or matrixed organization
Demonstrated ability to synthesize customer feedback, complaint data, and VOC insights into actionable recommendations for Product and Operations teams
Experience supporting issue triage, escalation management, and customer remediation workflows
Strong written communication skills with experience creating and maintaining customer-facing and agent-facing content (Help Center, SOPs, Knowledge Base)
Demonstrated ability to collaborate across cross-functional teams including Product, Legal, Compliance, Risk, and Customer Service.

Senior Manager, Quality Management

Key skills