Operations Manager
Dandy$116,500 - $137,000/year
Full Time
Senior (5 to 8 years), Expert & Leadership (9+ years)
Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Fintech, Blockchain, Financial ServicesIndustries
Requirements
- 3–5 years of leadership experience in customer support, preferably in contact centers or financial services industries, with a proven ability to manage performance metrics and drive team improvements
- Strong communication and interpersonal skills, with the ability to inspire, develop, and hold team members accountable while fostering a culture of excellence and continuous improvement
- Proven ability to ensure policy adherence, taking full ownership of team results
- Strategic thinker with advanced problem-solving skills, capable of implementing innovative solutions in dynamic, evolving environments
- Results-driven leader with confident, compassionate communication skills, effective in engaging with both team members and leadership
- High proficiency in workforce management tools, CRM systems, and data analysis platforms
- Holding an NMLS License and meeting qualifications for Qualified Individual licensing in needed states
Responsibilities
- Provide hands-on leadership to create a positive, collaborative work environment by setting clear expectations, motivating the team, and supporting professional growth
- Oversee team performance, focusing on metrics like productivity, efficiency, quality, and SLA adherence, while driving continuous improvement through coaching and regular evaluations
- Equip the team with up-to-date product knowledge, best practices, and company policies to ensure consistent, high-quality customer interactions
- Manage daily team operations, addressing escalated issues, monitoring workflows, and empowering agents to meet SLAs
- Ensure team adherence to Figure’s policies and standards
- Handle administrative responsibilities, such as managing performance records, PTO, and disciplinary actions, in compliance with company policies
- Serve as a liaison with Workforce Management, HR, and IT to resolve employee concerns and maintain operational efficiency
Skills
Team Management
Customer Success
Performance Metrics
Coaching
Training
Escalation Management
NMLS License
Qualified Individual Licensing
Figure
Blockchain-based home equity lending solutions
About Figure
Figure is a financial technology company that uses blockchain technology to improve financial transactions, specifically in the home equity lending market. It offers products like Home Equity Lines of Credit (HELOCs) and mortgage refinancing, allowing homeowners to access their home equity quickly and efficiently. The application process is fully online, enabling homeowners to receive funds in as little as five days, which is much faster than traditional banks that can take weeks or months. Figure ensures secure and cost-effective transactions through blockchain, and it generates revenue from origination fees and interest on loans, with competitive rates starting at 3.49% APR. Targeting homeowners across various U.S. states, Figure aims to meet the demand for quick access to home equity for purposes like home improvements or debt consolidation.
San Francisco, CaliforniaHeadquarters
2018Year Founded
$406.6MTotal Funding
SERIES_DCompany Stage
Fintech, Crypto & Web3Industries
201-500Employees
Benefits
Health & wellness - Figure pays 100% of premium costs for employees and dependents for medical, dental, and vision insurance (with the exception of costs associated with the buy-up medical plan.)
Continuing education - Figure will reimburse eligible employees for approved continuing education that either offers growth in an area related to his or her current position or that may lead to promotional opportunities.
Flexible time off - We offer 10 company-wide holidays plus one personal holiday, generous Flexible Time Away (FTA), Paid Time Off (PTO), and Paid Parental Leave.
Bonus & stock options - Figure’s Bonus Plan recognizes and rewards eligible employees’ efforts and contributions. Eligible employees are also granted an option to purchase a set number of shares of Figure’s common stock.
Risks
Recent layoffs may indicate financial instability or restructuring challenges.
New piggyback loan product could increase financial risk amid housing affordability issues.
Volatile crypto market could impact Figure's blockchain initiatives.
Differentiation
Figure uses blockchain to offer fast, secure home equity access in five days.
The company provides a fully online application process, unlike traditional banks.
Figure's competitive interest rates start as low as 3.49% APR.
Upsides
Increased blockchain adoption boosts Figure's secure transaction offerings.
Figure Connect taps into the demand for liquid private capital markets.
Michael Tannenbaum's appointment as CEO suggests potential for growth.
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