About the Role At Figure, we are looking for a results-driven, hands-on leader who is deeply curious about innovative blockchain technology and financial services.
As a Site Operations Manager, you will oversee day-to-day operations, ensuring peak efficiency, productivity, and rigorous compliance. By leveraging your strategic mindset and problem-solving skills, you will drive brand engagement, troubleshoot complex issues, and ensure ultimate customer success. You will be instrumental in keeping Figure accountable to its customers by leading your team with deep knowledge and empathy.
What You'll Do- Provide oversight, mentorship, and guidance to a team of Team Managers, ensuring strict adherence to Figure's quality standards and productivity goals.
- Set and achieve ambitious performance KPIs (including handle time, CSAT, and SLAs) by utilizing data-driven reporting to optimize team efficiency.
- Partner with Team Managers to conduct regular coaching sessions, fostering professional growth and driving accountability across the team
- Act as a point of escalation, equipping your leaders with the tools and strategies needed to resolve complex customer situations promptly.
- Lead weekly Operations Management syncs to identify process inefficiencies, streamline workflows, and elevate the overall customer journey.
- Ensure all agents consistently adhere to Originations policies, industry regulations, and legal compliance requirements.
- Champion a positive, inclusive work culture that motivates team members and fosters cross-functional collaboration.
- Spearhead strategic projects aligned with departmental goals, leveraging big-picture thinking to drive impactful results.
What We Look For- Minimum of 2 years in a leadership role, including at least 1 year in operations management, plus 1+ years in a direct customer-facing role.
- An NMLS License that has been active within the last 5 years.
- Previous experience in tech support, mortgage, financial services, or the banking sector.
- BA/BS degree from an accredited university is preferred.
- A value-driven leader who naturally fosters a culture built on respect, accountability, and a relentlessly positive, problem-solving mindset.
- Confident, compassionate communication skills with the agility to adapt to ongoing refinements in business processes.
- Highly process-driven organizational skills with an eye for detail.
- A quick and flexible learning style with the ability to navigate new technology platforms and successfully complete all regulatory compliance training.
- Adhere to all company security policies and data handling procedures.
- Complete mandatory security awareness training within required timeframes.
- Promptly report any suspected security incidents or suspicious activity to the Security team.
Salary- Base Compensation Range: $85,360 - $106,700/year
- 25% annual bonus target, paid quarterly
- Company equity in the form of RSUs
This is the compensation range for the role in the United States. Actual compensation may vary based on a candidate's experience, skills, location, internal equity, and evolving business needs. While most offers are generally made within the middle of the range, final compensation is determined based on the factors above.
Benefits- Comprehensive medical, dental, and vision coverage, with 100% employer-paid premiums for employees and their dependents on select plans
- Company HSA, FSA, Dependent Care FSA, 401(k), and commuter benefits
- Employer-paid life and disability insurance
- 11 observed holidays and PTO plan
- Up to 12 weeks of paid family leave
- Continuing education reimbursement
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