Operations Manager

Role: Operations Manager

Compensation: $100,000-110,000 + 10% Bonus

What is Reach Financial?

Reach Financial is a financial services provider that is helping people outsmart debt for good.

We deliver innovative financial products using modern technology and tools to enable our customers to take control of their debt and de-mystify their personal finances. Our platform empowers our customers to turn their financial goals into a reality. Reach Financial launched in 2015 and has helped our customers pay off over $1 billion in debt. We offer debt consolidation loans and personal loans, and together these markets represent a $1.5T opportunity. In time, we will expand beyond these products to offer solutions for a variety of our customers’ personal finance challenges.

About the role:

The Operations team at Reach Financial not only manages key operational processes that keep the organization running smoothly, but also works cross-functionally to drive strategic and tactical projects that move the needle for the company’s growth. The Operations Manager will play a vital role within this department, directly managing a team of Operations Specialists to execute key day-to-day processes and workflows, while also serving as a project manager within the department to run with special initiatives. We are looking for a strong project manager, critical thinker, and problem solver who can manage this team of 4, manage key initiatives end-to-end, and identify opportunities to improve the way we operate as a team and organization. This role reports to our Vice President of Operations.

What you will do:

Operations Management:

• Own existing processes/initiatives through ongoing project management and analysis.
• Design, optimize, and implement workflows as needed to enhance operational efficiency.
• Manage both operational and relational elements of key partners in the Reach Financial ecosystem.
• Coordinate efforts with cross-functional teams (including Compliance, Risk, Finance, Product Management, Engineering, IT, and more), driving people towards actionable results across key initiatives.
• Identify process improvements and opportunities to drive better outcomes for our business and key partner relationships.
• Contribute to driving standardization and best practice sharing across the organization.
• Provide regular operational support to the organization by providing reporting, process, and tool usage guidance to resolve day-to-day challenges.
• Leverage Salesforce, Excel, and Tableau to create reports/dashboards to track key workflows, generate data-driven insights that inform key business decisions.

Team Management:

• Directly manage team of 4 operations specialists in executing ongoing day-to-day processes such as, but not limited to, the following:
  • Loan servicing operations (i.e. payment operations, documentation support for customer correspondence, loan suspensions and cancellations, daily bankruptcy and deceased processing, loan settlements, etc.)
  • Third-party vendor correspondence and related actions
  • Monthly testing of customer facing agents and subsequent report distribution
• Set clear expectations for each role and member of the team, including monitoring and coaching performance based on reporting and key metrics
  • Create an inspiring team environment with an open communication culture, providing clear feedback and guidance on performance goals and opportunities

What you should have:

• Bachelor's degree in related field
• 3+ years of experience in an operations, management consulting, or project management role in a fast-paced, dynamic environment such as high-growth startup or consulting firm
• Strong project management skills; ability to ensure initiatives are delivered on time, manage multiple requests across cross-functional project teams, set timelines, take follow up action, and communicate results
• Demonstrated problem solver who can break down complex problems and translate high-level goals into actionable plans
• Ability to forge strong relationships with stakeholders at all levels of the organization
• Proficient in Microsoft Excel

Nice to haves:

• 1+ year(s) of experience managing direct report(s)
• Experience in and/or knowledge of the FinTech landscape
• Experience in Salesforce
• Advanced Excel skillset
• Previous experience with advanced reporting tools such as Tableau, or a strong willingness to learn
• Experience creating reports, and leveraging data to make informed decisions

What is it like working at Reach Financial?

Our culture is built around advancing our teams, and we are dedicated to the success and growth of every team member. We believe in retaining a high-performing workforce and we prioritize diversity, intellectual curiosity, and continued learning. Our generous benefits packages reflect that. We’ve been hard at work perfecting our product for years, and now we’re growing faster than ever before. Our strong foundation and company culture is readily equipped for this growth, and we believe that with the right people, our products will continue to help customers make real changes in their financial lives.

What benefits will you receive?

• Remote First Culture with optional Hybrid opportunities
• Healthcare, Life Insurance, 401k Match
• Paid Time Off, Paid 12-week Parental Leave • Disability (short-term, long-term), Employee Assistance Program
• Spending Accounts (Transit/Parking, Medical, Dependent Care) • Insurance Discounts (home, auto, pet) 

Reach Financial is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Reach Financial makes hiring decisions based solely on qualifications, merit, and business needs at the time.