Partner Operations Manager

Payactiv•Milpitas, CA

About The Position

Who we are… We are Payactiv, a FinTech company in the heart of Silicon Valley, devoted to giving workers access to their earned wages when they need them. Payactiv is the pioneer and industry leader in Earned Wage Access. We are the only Certified B Corporation and Public Benefit Corporation in our industry. Our app provides millions with financial services that help them avoid debt, manage their finances, and regain flexibility to pay for things on their own schedule. We are seeking a high energy, detail oriented, relationship, and business centric operations manager with great communication skills to help grow, support, and provide excellent client contact experience to delight our clients. As part of this role, you will also need to keep our CRM (Salesforce) up-to-date, analyze case data and track and report on key metrics to make sure we are quickly resolving client cases to increase client satisfaction and retention. The ideal candidate will need to have excellent active listening and communication skills, good personal presentation, politeness, and tact, and be able to function in a high-pressure environment. As part of this role, you will also work collaboratively with other departments and provide input (and help validate) to make sure we are continuously refining our operational processes and product features as we scale. What you will do… Serve as the Payactiv liaison between clients, partners, and internal teams to remediate and manage client expectations and respond to customer feedback. Help troubleshoot, triage and analyze cases for proper prioritization, assignment, and escalation. Advocate for the needs of client support and user support teams in the Milpitas office. Track, report and maintain compliance with internal / external service & support SLAs Work with internal teams to prepare incident reports capturing RCA and CAPA Retain clients through direct communication and follow up on closed issues Measure and improve client satisfaction Support internal teams to help achieve collective organizational growth goals Communicate evolving client and customer needs to other departments Drive resolution on high priority cases to ensure client needs are met in a timely fashion Become an expert in how clients and users interact with Payactiv products and services Build consensus across teams and work continuously to align goals and priorities What you need… Bachelor’s degree in business or marketing – fintech experience is a plus Proven work experience of 3-5 years in operations at B2B or B2B2C SAAS / fintech industry Outstanding interpersonal and communication skills: writing, editing, and presenting Ability to manage deadlines and commitments to meet or exceed internal and client expectations Service / hospitality mindset Creative, strategic thinking in order to provide the best client experience Represent the company well by consistently demonstrating the company’s mission and values Ability to directly engage with our clients (written, verbal, and presentations) Self-starter with a proven track record and an entrepreneurial work ethic Ability to work well with others and internal Payactiv across functional teams What we offer… Company sponsored Health, dental, and vision insurance 401K, traditional, and Roth with a company match Tuition Assistance or Tuition Reimbursement Unlimited Paid Time off Monthly Gym Reimbursement Paid time off to volunteer Paid Family Leave Complimentary office lunches Opportunity to grow Opportunity to work with a great team committed to making a difference.

Requirements

Bachelor’s degree in business or marketing – fintech experience is a plus
Proven work experience of 3-5 years in operations at B2B or B2B2C SAAS / fintech industry
Outstanding interpersonal and communication skills: writing, editing, and presenting
Ability to manage deadlines and commitments to meet or exceed internal and client expectations
Service / hospitality mindset
Creative, strategic thinking in order to provide the best client experience
Represent the company well by consistently demonstrating the company’s mission and values
Ability to directly engage with our clients (written, verbal, and presentations)
Self-starter with a proven track record and an entrepreneurial work ethic
Ability to work well with others and internal Payactiv across functional teams

Responsibilities

Serve as the Payactiv liaison between clients, partners, and internal teams to remediate and manage client expectations and respond to customer feedback.
Help troubleshoot, triage and analyze cases for proper prioritization, assignment, and escalation.
Advocate for the needs of client support and user support teams in the Milpitas office.
Track, report and maintain compliance with internal / external service & support SLAs
Work with internal teams to prepare incident reports capturing RCA and CAPA
Retain clients through direct communication and follow up on closed issues
Measure and improve client satisfaction
Support internal teams to help achieve collective organizational growth goals
Communicate evolving client and customer needs to other departments
Drive resolution on high priority cases to ensure client needs are met in a timely fashion
Become an expert in how clients and users interact with Payactiv products and services
Build consensus across teams and work continuously to align goals and priorities