Director of Servicing Strategy

Varo Bank•Salt Lake City, UT

About The Position

As the Director of Servicing Strategy, you will be the architect of Varo’s customer service evolution. This isn’t about managing a call center; it’s about designing the systems, tools, and strategies that empower our agents and provide our customers with a seamless, "tech-first" support experience. You will sit at the intersection of Product, Engineering, and Operations, ensuring that our servicing capabilities scale ahead of our growth while maintaining the highest standards of regulatory compliance and operational efficiency.

Requirements

10+ Years of Experience: Proven track record in operations strategy, specifically within FinTech, Neobanking, or a high-growth technology environment.
Deep expertise in the modern servicing tech stack (e.g. CRMs, Zendesk, Amazon Connect, NICE InContact, or AI-automation platforms).
Strong understanding of banking regulations and their practical application within customer service delivery.
Demonstrated experience leading cross-functional teams through large-scale organizational change and technical migrations.

Responsibilities

Define and execute a roadmap for Servicing Operations, focusing on scalability, cost-to-serve reduction, and CSAT improvement.
Own the long-term strategy for the Servicing function, including the development and tracking of OKRs and KPIs.
Ensure high-impact ROI on all servicing investments.
Design a technology and operational framework capable of handling rapid increases in customer volume and transaction complexity without proportional increases in headcount.
Partner with Product and Engineering to build and implement advanced servicing tools, including AI-driven chatbots (e.g., Decagon), advanced IVR routing, and integrated CRM workflows.
Lead the end-to-end execution of servicing processes for new product launches, including testing, validation, and comprehensive documentation.
Act as the primary bridge between the Servicing department and the broader organization to ensure operational requirements are prioritized in the product lifecycle.
Oversee the customer and agent journey to identify friction points and implement automated, streamlined solutions that enhance the UX.
Own the intake and prioritization of servicing-related enhancements, ensuring frontline teams are trained, equipped, and ready to support new features.
Ensure all servicing activities are strictly compliant with relevant regulations (Reg E, Reg Z, BSA/AML) and internal policies to mitigate operational and financial risk.
Utilize advanced analytics to monitor performance metrics including First Contact Resolution (FCR), Average Handle Time (AHT), and Net Promoter Score (NPS).
Translate complex operational data into actionable insights and narratives for the executive leadership team.