Sr. Operations Leader

Hopkinton, MA
Full Time
Senior Manager/Supervisor

Are you ready for a totally different kind of career at a different kind of company? Let’s go!

Billshark is the fintech market leader in the bill reduction marketplace. Our Sharks reach out to service providers (think mobile, payTV, & alarm) to negotiate lower rates and to cancel unwanted subscriptions (think monthly shaving supply or clothing clubs) for our customers. Saving money is a blast and makes you a customer’s hero!

We’re proud of our entrepreneurial spirit and looking for amazing people to join our team. With comprehensive training and support, and a phenomenal culture, people who share our core values of tenacity, hunger and camaraderie will thrive as we attack bills.

If you're looking for a fun, fast-paced opportunity where you get to help people every day, look no further. Our team loves it here so much that Fortune Magazine recognized us as a "Great Place to Work"!

Responsibilities:  

  • Collaborate with executive-level management in the development of performance goals and long-term operational plans 
  • Maximize efficiency and productivity through extensive process analysis and interdepartmental collaboration
  • Set strategic and tactical goals for operational efficiency and increased productivity as well as compensation plans
  • Analyze current operational processes and performance, recommending solutions for improvements when necessary
  • Work closely with human resources to lead the team, establish and maintain a trusting and productive environment that results in an amazing culture
  • Build and maintain relationships with all levels of the organization; including setting the structure for huddles and one-on-ones.
  • Plan, monitor, and analyze key metrics for the day-to-day performance of the operations to ensure efficiency and effectiveness
  • Maintain NPS and CSAT goals that result in an amazing customer experience
  • Create an Operations forecast that feeds into a WFM plan to ensure proper staffing to SLAs
  • Constantly review processes to identify areas for improvement and automation; improving the efficiency of the staff
  • Manage multiple teams/departments
  • Work with teams to understand the root cause of performance challenges and drive a philosophy of continuous improvement.

Requirements:

  • Bachelor's degree and 5 years of industry experience
  • Proven ability to develop innovative solutions for increased productivity
  • Superior negotiation skills in both internal and external settings
  • Masterful organizational, communication, and leadership skills, demonstrated by previous professional success
  • Strong working knowledge of data analysis and performance metrics using business management software
  • Ability to streamline and implement new structures and roles that create speed, efficiency, and support rapidly shifting business demands
  • Superior knowledge of multiple operational functions and principles, including finance, customer service, production, and employee management
  • Proven ability to plan and manage operational process for maximum efficiency and productivity
  • Must be available and willing to work outside of normal business hours
  • Enjoy laughing and not taking the 'bumps in the road' too seriously
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