Offer summary

Qualifications:

Proven ability to develop and execute strategic roadmaps aligned with business objectives., Experience in streamlining processes and scaling operations for growing teams., Strong analytical skills for data analysis, reporting, and experimentation., Demonstrated success in managing mid-size teams and fostering a remote team culture..

Key responsibilities:

Define and execute the Payments team strategy to drive core collections metrics.

Streamline operational processes to support the company's rapid growth.

Collaborate with cross-functional teams to enhance customer experience and operational efficiency.

Monitor and report on payments performance metrics to improve collections rates.

Job description

The Role We Need:

PadSplit is hiring a Director of Strategy & Ops, Collections to establish and execute a strategic vision that drives core collections metrics while streamlining operations to support rapid company growth. This role will lead a mid-size team, own key processes and the tech stack, and collaborate across departments to enhance efficiency, customer experience, and financial outcomes.

The Person We Are Looking For:

You are a dynamic and hands-on leader who thrives at the intersection of strategy, operations, and data-driven decision-making. This role requires you to be a proactive problem-solver with a passion for optimizing processes, enhancing customer experience, and empowering a global remote team to achieve excellence. You are the right candidate if you are empathetic, adaptable, and self-sufficient, with the ability to balance high-level strategic thinking and meticulous attention to detail.

This Is What You’ll Do Day-To-Day:

Strategic Planning: Define and execute the Payments team strategy by developing a clear vision, roadmap, and goals aligned with driving core collections metrics.

Operational Efficiency: Streamline operational processes to ensure the Payments team can scale effectively with the company’s rapid growth.

Process Optimization: Develop, implement, and revise core processes for handling customer support tickets, collections workflows, and special projects.

Cross-Team Collaboration: Collaborate with Product, CX, and Data teams to identify product needs and champion improvements that enhance customer experience, collections, and drive efficiency.

Data-Driven Experimentation: Design and execute tests and experiments to optimize key payments metrics, including collections rate and team productivity.

Tech Stack Ownership: Oversee the Payments team tech stack, evaluating and integrating tools, including AI solutions, to improve operational efficiency.

Team Leadership: Manage daily operations and a team of 25+ staff, providing leadership and guidance to three team leads and ensuring smooth execution of responsibilities.

Performance Monitoring: Monitor and report on payments performance metrics, driving initiatives to improve collections rates and align the team’s performance with business objectives.

Here Is What You’ll Need To Be Successful:

Strategic Vision: Proven ability to develop and execute a strategic roadmap aligned with business objectives and key metrics.

Operational Expertise: Experience in streamlining processes and scaling operations for growing teams and organizations.

Process Improvement: Strong track record of creating, refining, and managing efficient core processes for diverse operational needs.

Cross-Functional Collaboration: Ability to work closely with CX, Product, and Data teams to align on goals and deliver impactful results.

Analytical Proficiency: Skilled in data analysis, reporting, and experimentation to drive metrics like collections rates and operational efficiency.

Tech Stack Management: Experience owning, managing, and optimizing a technical ecosystem, including evaluating and integrating new tools.

Leadership Experience: Demonstrated success managing mid-size teams, including mentoring people managers with varying levels of experience.

Customer-Centric Approach: Empathy for customer needs and a focus on delivering exceptional customer experiences.

Adaptability and Initiative: A "jack of all trades" mindset with the ability to work independently, learn quickly, and adapt to evolving challenges.

Remote Team Building: Experience fostering strong team culture and collaboration in a remote work environment.

Collections/Payments Experience: While collections and payments experience is a plus, it is not required.

Creativity: We want to be adaptable to help make it easier for our members to stay on track with their payments so ensuring we adopting new payment options that are scalable is a key area we expect this role to bring.

The Interview Process:

Your application will be reviewed for possible next steps by the Hiring Manager.

If you meet eligibility requirements, the next step would be a phone screen with a member of the PeopleOps team for about thirty (30) minutes.

If warranted, the next step would be a video interview with our Head of CX for forty-five (45) minutes.

If warranted, the next step would be a video interview with a small panel of key stakeholders for two (2) hours. For this interview, a candidate would execute a live assessment to the panel for discussion.

If warranted, then we move to offer!

Compensation, Benefits, and Perks:

Fully remote position - we swear!

Competitive compensation package including an equity incentive plan

National medical, dental, and vision healthcare plans

Company provided life insurance policy

Optional accidental insurances, FSA, and DCFSA benefits

Unlimited paid-time (PTO) policy with eleven (11) company-observed holidays

401(k) plan

Twelve (12) weeks of paid time off for both birth and non-birth parents

The opportunity to do what you love at a company that is at the forefront of solving the affordable housing crisis

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