Senior Director, Operations (Fraud and Member Experience)

Current is a leading consumer fintech platform transforming financial access for everyday Americans with over five million members. We provide access to financial solutions that seamlessly work together to solve the needs of our members and enable all Americans to build better financial futures. Based in NYC, our results-driven environment drives us to build better products, grow faster and empower everyone on our team to have an impact on our business and mission to improve financial outcomes.

ABOUT THE ROLE:

Are you an operations leader with a passion for building and leading high-impact teams? We're looking for a Senior Director of Operations to take ownership of our operations and drive efficiency, compliance, and process excellence.

In this high impact role you will lead critical functions including front line customer support, escalations, disputes and chargeback processing, and back-office risk operations. As our company scales rapidly, your leadership will be essential in ensuring smooth, effective, and customer-centric operations.

We need a proven, hands-on operations expert with exceptional critical thinking and executional rigor, and a business owner mindset. Reporting directly to the VP of Risk and Operations, you'll have the opportunity to shape the future of our operational infrastructure and make a significant impact on our business.

KEY RESPONSIBILITIES:

Define, develop, deliver, and manage key business processes for customer support, dispute/chargeback, and risk management manual workflows
Recruit, develop, and lead an operations team and offshore support teams to drive company and role objectives
Oversee disputes/chargeback processing, ensuring compliance and delivery within SLAs
Oversee back office risk operations, including areas like KYC and high risk transactions reviews
Ensure the highest standard of customer care is delivered, including managing delivery against response time, customer satisfaction, quality scores, and other core KPI targets
Develops and maintains procedures for all key workflows, including documentation of non-manual processing in partnership with strategy functions
Owns continuous improvement of manual processing, including hiring / profile strategy(s), QA oversight and delivery, talent management including agent scorecards, coaching, and performance management, and six sigma process improvement.
Interface with bank partners and conduct/own key compliance items such as 1LOD testing, audit/exam responses, controls improvements, and relevant complaints response.
Owns BPO relationship(s) including driving strategic footprint, ensuring strong weekly/daily vendor output, and managing BPO costs.
Partners with Operations Analytics teams to ensure we efficiently meet peak volume periods and achieve KPIs across all support channels/queues.
Surfaces opportunities for more effective and efficient processing; partners with servicing strategy teams on business case and delivery (as needed).

Requirements

10+ years of progressive management experience in operations functions.
Operations Expert - proven track record of managing large teams. Proven ability to drive operational transformation which enables more effective and efficient processing.
Prior experience managing outsourced operations is required.
Hands-on leader who goes deep with their team and is process-oriented.
Must have strong experience in disputes/chargeback and risk operations domains.
Experience operating within regulatory frameworks such as Reg E, Reg Z, FCRA, UDAAP, NACHA, other regs is a must.
Exceptional written and oral communication skills.
Exceptional people leader and collaborator.
Undergraduate Degree is required.

This role has a base salary range of $220,000.00 to $280,000.00. Compensation is determined based on experience, skill level, and qualifications, which are assessed during the interview process. Current offers a competitive total rewards package which includes base salary, equity, and comprehensive benefits.

BENEFITS:

Competitive salary
Meaningful equity in the form of stock options
401(k) plan
Discretionary performance bonus program
Biannual performance reviews
Medical, Dental and Vision premiums covered at 100% for you and your dependents
Flexible time off and paid holidays
Generous parental leave policy
Commuter benefits
Fitness benefits
Healthcare and Dependent care FSA benefit
Employee Assistance Programs focused on mental health
Healthcare advocacy program for all employees
Access to mental health apps
Team building activities
Our modern Chelsea-based office with open floor plan, stocked kitchen, and catered lunches

Average Compensation: $156,138

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