Apply on Employer Site

Reset · 4 days ago

Business Operations & Strategy Lead

Palo Alto, CA

Full-time

Hybrid

Mid, Senior Level

$110K/yr - $170K/yr

3+ years exp

Reset is a public benefit corporation focused on improving consumer financial health through embedded neobank capabilities for credit unions and community banks. The Business Operations & Strategy Lead will work directly with the founders to build operational foundations, support customer operations, and drive product rollouts, all while contributing to the company's growth strategy.

Employee BenefitsFinancial ServicesFinTechWealth Management

Responsibilities

Own the end user support function: oversee frontline support staff, ensure quality and consistency, and handle complex escalations

Build and maintain the operational support infrastructure - standard operating procedures, knowledge bases, workflows, and escalation paths

Identify recurring pain points and translate them into scalable solutions (whether that's a process redesign, an automation, better training, or a product recommendation)

Leverage automation and AI platforms to streamline operations

Help ensure smooth product rollouts with FI customers by delivering a world class experience

Surface insights from end user interactions to support product and CX decisions

Collaborate with marketing on end user communications during launches and feature releases

Help track and drive success on KPIs: onboarding completion, adoption rates, support response times, resolution quality

Design and implement systems that allow us to onboard and support more customers efficiently

Contribute to broader company planning and go-to-market strategy as our business needs evolve

Use data to inform strategic decisions, such as where to invest resources, evaluate trade-offs, and measure what's working

Identify operational gaps and areas for optimization. Partner with product & engineering on “build vs. buy” decisions

Qualification

Customer OperationsOperational InfrastructureAI FluencyData AnalyticsStrategic ThinkingCommunication SkillsBias for ActionRelevant Experience

Required

3+ years of relevant experience in operations or customer-facing roles at high-growth or early stage companies

Operational instincts: You create structure where there is none and know when to invest in infrastructure versus just getting something done quickly

Strategic thinking: You can zoom out to understand how your work connects to company goals, and you're comfortable making recommendations to leadership

Communication skills: You can transition between coaching a support rep through a tough customer situation, writing a clear process doc, and presenting recommendations to the team

Bias for Action: You're a self-starter who is energized by ambiguity, not paralyzed by it

AI fluency: You're already using AI tools to work faster and smarter, and you have opinions about how best to leverage it to transform operations

We're especially interested in people who've taken a customer problem and built a scalable solution—whether that was a tool, workflow, or product change