Senior Operations Manager - CL/CC

About PayJoy

PayJoy is a mission-first financial service provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success.  We lend through our patented technology that turns a smartphone into digital collateral, and our cutting-edge machine learning, data science, and anti-fraud AI allow us to offer the lowest cost and qualify the most customers in the industry.  As of 2024 we have brought billions of dollars in credit to 12 million customers, doubling in the last two years while remaining strongly profitable and sustainable for the long term.

This role

The Senior Operations Manager to expand our credit line and credit card business is responsible for leading large-scale product launches, managing global fulfillment operations, and driving operational excellence across all markets.

• Manage large-scale Credit line / Credit Card (CL/CC) product launches globally end to end, covering all operational and commercial aspects.
• Lead CL/CC fulfillment operations for CL/CC globally, including:
• Set targets and KPIs for CL/CC fulfillment operations 
• Develop and optimize processes for scalable card logistics, ensuring efficiency and compliance.
• Cultivate and maintain strong partnerships with Pomelo and logistics vendors to ensure operational excellence.
• Manage card stock levels, ensuring availability while minimizing waste and inefficiencies.
• Manage a global logistics and operations team and vendors to ensure timely delivery of cards while adhering to delivery goals and quality standards.
• Strategic input into Customer Experience (CX) team for CL/CC drivers, identification of bugs, QA and emerging issues requiring escalation to cross-functional teams, by monitoring of NPS and customer satisfaction metrics.
• Set the appropriate metrics, partnering with BI for analytics to track the overall funnel and detect issues that could affect business performance in the early stages. 
• Drive operational efficiencies in all markets through the proposal and execution of initiatives applicable to CX processes, product ops, and sales agents. 
• Responsible for being the voice of the customer, partnering with Customer Insights, Product, Marketing, and Risk to analyze, document and channel to the corresponding stakeholder, as well as defining a plan to ensure structured ongoing customer learning.
• Collaborate across departments to align card operations strategy with business objectives. 
• Analyze the underlying reasons behind operational issues and develop effective solutions.

• Bachelor's degree in Economics, Management, Finance, or a related field.5 years of relevant experience in Operations, Logistics, or Project Management, in consumer finance, technology, mobile products, or consulting industry,  in a high-growth tech startup environment or a highly intrapreneurial role.
• Proven experience managing global teams and external vendors, and should be comfortable communicating with people across the organization.
• Strategic leadership, process optimization, and cross-functional collaboration to ensure seamless execution of operations, as well as an outstanding customer experience.
• Ability to analyze and interpret complex data sets, make business recommendations based on analysis, and support project execution, experience in BI tools, data analysis, and KPI tracking.
• Ability to identify operational inefficiencies and implement effective solutions.
• Project management skills with a track record of successfully managing projects from initiation to completion.
• Basic knowledge of Zendesk, chatbots, or other tools, as well SQL.

PayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

PayJoy Principles

Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening