VP, Operations

Position Summary

We are seeking a proven executive with a passion for building and leading a highly engaged Operations team. This is a broad role crossing the customer journey from Sales (Inbound and Outbound) to Verification and Fraud to Customer Service. It also encompasses horizontal centers of excellence like Business Operations, Quality, Ops Training, Analytics measurement and improvement of customer experience through NPS and tracking complaints. This executive will oversee internal as well as outsourced operations (~300 people across the two).

The Head of Operations is instrumental in being an advocate for the customer within Operations as well as across the Prosper Executive team. This leader drives the team in delivering a customer-centric and consistent experience across all consumer-facing touchpoints in Operations. Successfully delivering metrics across a balanced scorecard that consists of customer metrics, economic metrics, quality metrics and talent metrics is imperative. This person will also be a part of the Prosper Executive team and will represent Operations in Board meetings.

The Vice President of Operations needs to lead through our values of accountability, excellence, collaboration, diversity, simplicity, curiosity and integrity. They deeply understand the importance of people within an organization, empowering leaders in their organization to deliver challenging goals.

This position is located in Phoenix, AZ.

Key Responsibilities

• Develop short term/long term operations goals that are aligned to the overall strategic goals for the company
• Lead and mentor a team of operations leaders to execute successfully and deliver on the short term/ long term goals
• Actively problem-solve and make tradeoff decisions balancing all elements of the scorecard: economics, customer, quality and talent.
• Drive engagement and culture across the Operations team
• Lead team to identify improved processes and outcomes through utilization of automation and AI
• Partner with other Executives and leaders beyond Operations, in cross-functional teams, to deliver strategies in support of company goals
• Champion strategies that focus on seamless and inclusive customer experience as measured by various NPS measures
• Ensure vendor accountability and engagement
• Act as a “Player / Coach-Athlete” by playing a key part in both leadership and development of the team as well as individual contribution to complex business problems and key initiatives.
• Drive for excellence within the resources available.

Key Qualifications

• Bachelor's Degree and 10+ years of experience in Operations in the financial services industry, preferably across many of the areas in scope in this role, but not necessarily all of them.
•  A proven track record of building and leading highly engaged teams.
• Demonstrated skill in applying creative thinking and analysis to solve business needs in ambiguous environments; ability to make timely decisions using imperfect information and without “analysis paralysis”.
• Experience leading teams both on-site and remote; internal and outsourced
• Player-coach mindset – Prosper teams are small but mighty. Prosper’s leaders are strategic, but should also be very hands-on when necessary.
• Strategic thinking ability, not limited by job title or job description.
• Ability to inspire trust, confidence, and consensus within groups managed.
• Predisposition to internalize accountability and ownership, and take them seriously.
• Effective communication skills across variety of audiences – Execs, investors, board, team.
• Ability to structure unstructured problems; a proven ability to find a way!
• Preferably, background in credit card or personal loans (experience with unsecured loans strongly preferred)
• Ability to work in the Phoenix office every Wednesday & Thursday

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