Reset · 1 week ago
Business Operations & Strategy Lead
San Francisco
Full-time
Hybrid
Mid, Senior Level
$110K/yr - $170K/yr
3+ years expReset is a public benefit corporation that empowers credit unions and community banks with embedded neobank capabilities. The Business Operations & Strategy Lead will work directly with the founders to build the operational foundation for the company's growth, focusing on customer and end user operations.
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
Required
3+ years of relevant experience in operations or customer-facing roles at high-growth or early stage companies
Operational instincts: Ability to create structure and know when to invest in infrastructure
Strategic thinking: Ability to connect work to company goals and make recommendations to leadership
Communication skills: Ability to coach, write process documents, and present recommendations
Bias for Action: Self-starter who thrives in ambiguity
AI fluency: Experience using AI tools and opinions on leveraging them for operations
Preferred
Experience with automation platforms (code or no-code)
Experience in fintech or financial services
Benefits
Competitive equity package
Healthcare
Company
Reset
Reset empowers credit unions and community banks with embedded neobank capabilities that help it become the primary financial home.
2-10 employees
Funding
Current Stage
Early StageTotal Funding
$2.3MKey Investors
Precursor Ventures
2024-02-29Pre Seed· $2.3M
Company data provided by crunchbase