Figure is hiring a

Web3 Head of Customer Operations

About Figure

Figure is transforming the trillion dollar financial services industry using blockchain technology.

In five short years, Figure has unveiled a series of fintech firsts using the Provenance blockchain for loan origination, equity management, private fund services, banking and payments sectors - bringing speed, efficiency and savings to both consumers and institutions. Today, Figure is one of less than a thousand companies considered a unicorn, globally.

Our mission requires us to have a creative, team-oriented, and supportive environment where everyone can do their absolute best. The team is composed of driven, innovative, collaborative, and curious people who love architecting ground-breaking technologies. We value individuals who bring an entrepreneurial mindset to every task and will embrace our culture of innovation.

Every day at Figure is a journey in continuous learning yet a daily focus on getting work done that makes a difference. Join a team of proven leaders who have already created billions of dollars in value in the FinTech space!

Forbes America’s Best Startup Employers

Forbes Top 50 Blockchain Companies

Figure Series D Announcement

About the Role

Figure is redefining the overall lending process and has the #1 HELOC digital application offered both directly and through partners on a White Labeled basis. Figure’s HELOC volume has experienced exponential growth with continued strong forecasts for continued growth. We are looking for a leader who can dive in and help us scale our Operations. In addition to developing Operational requirements for new features and products.

The Head of Customer Operations will help develop and execute on Figure’s strategic plans while driving automation and operational efficiencies, increasing conversion, creating a world class customer experience and ensuring regulatory compliance.

What You’ll Do

Operations

• The successful candidate will work with various leaders across the business to strategize, plan and implement process and technology improvements aligned with improving Figure Lending Operations business outcomes transforming the “contact center of the future” by streamlining business processes and automating workflows using Figure’s proprietary software along with next-gen technologies
• Drive refined process recommendations across channels (phone, email, chat), to deliver agent productivity and completion of app flow in a multi-channel experience
• Create business requirements and use cases for technology and operational implementation to deliver process change and automation with a goal of increasing efficiency, optimizing conversion, improving customer experience and reducing costs
• Develop an understanding of business concerns and lead process improvements that provide solutions
• Develop reporting and analytics to provide visibility into customer needs, issues, trends, underperforming areas and enable those insights for executive dashboards
• Perform proactive root cause analysis on performance metrics and create and monitor feedback mechanisms (ie surveys, CEO feedback) to help drive continuous process improvement
• Drive volume and profitability through the management of KPI's and SLA's as well as cost per loan and overall profitability of the lending divisions.
• Develop and maintain a collaborative relationship with investors, with a focus on both our origination and servicing efforts
• Partner with key stakeholders across the organization to drive quality improvement and continuous efficiency in Customer Operations
• Embrace and champion our mission of introducing blockchain technology into the traditional financial services industry
• Scale our B2B Client Service white labeled origination offering
• Participate in the development of new products as Figure continues to build from ground level
• Ensure proper end to end fulfillment standards are implemented in order to safeguard company assets and ensure compliance for investor standards for our HELOC, and other consumer loan products

Leadership

• Lead by example demonstrating and encouraging a positive and inclusive office culture driven by performance, accountability, and a can-do attitude
• Lead efforts on Ops capacity planning and establish performance metrics and KPIs based on company-wide KPIs and goals
• Recruit, mentor, and retain a high performing team to ensure the achievement of all operational and revenue standards
• Advise, mentor, and provide feedback to others to encourage and inspire the development of work-related competencies and long-term career growth

What We Look For

• BS/BA with 10+ years of experience leading a call center/operations function in consumer lending, banking, financial services, or related industry
• Demonstrated success in defining and executing on transformational operational initiatives that meet and exceed business objectives
• Data-driven skills with an analytical mindset to assess, analyze and optimize the transformation plan to deliver successful outcomes with a focus on increasing efficiency, optimizing conversion, reducing costs and improving customer experience
• Experience in automation of processes, utilizing AI for chat, IVR and task/workforce management
• Deep experience in contact center Operations, including platforms/tools and Operations staffing and processes
• Strong leadership skills building and developing individuals and teams from the ground up
• Working knowledge of retail lending (mortgage a plus), including identification of exposure and risk factors and compliance/regulatory issues
• Self-starter with a proven ability to translate vision and strategy into superior quality and service
• Highly organized and disciplined with a track record of delivering results
• Flexible nature with ability to work in a fast paced environment and able to pivot quickly and collaborate effectively cross-functionally with multiple stakeholders and influence without formal authority
• Excellent communication skills to build trust and ongoing business relationships
• Strong critical thinking and problem solving skills
• Must be located in or willing to relocate to Charlotte, NC or Reno, NV

Benefits and Perks

• Competitive salary and growth opportunities
• Company quarterly performance based bonus
• Equity stock options package
• Employer funded comprehensive health, vision, dental insurance and wellness program for employees and their dependents
• Employer funded life and disability insurance coverage
• Company HSA, FSA, Dependent Care, 401k, and commuter benefits
• Up to 12 weeks paid family leave
• In office, remote, and hybrid work location options
• Home office and technology stipend for those working outside of a traditional office more than 75% of the time
• Flexible time-off plan to empower employees to take the time off that they want and need
• Continuing education reimbursement
• Routine Team swag deliveries!

Depending on yourresidential locationcertain laws might regulate the way Figure manages applicant data.California Residents, please review ourCalifornia Employee and Prospective Employee Privacy Noticefor further information.By submitting your application, you are agreeing andacknowledgingthat you have read and understand the above notice.

Figure will not sponsor work visas for this position. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

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