Fundbox's CX Operations team supports customers across a fast-growing set of partner programs, from our core line-of-credit product to embedded lending relationships with Fortune 500 companies. The operational demands on our team have grown in complexity: every partner brings its own workflows, escalation paths, and expectations for how quickly and well we take care of customers.
We're looking for a Senior Manager of Operations to own day-to-day execution for our core LOC business and lead the operations and sales team that supports it. This person will be a hands-on problem-solver, someone who doesn't just manage a team, but gets into the weeds with agents and customers when something's broken and figures out how to fix it. They'll also help us bring new partners online, support the tools and processes that make our team faster and more effective, and think ahead about how our support model needs to evolve as the business grows.

• 10+ years in operations or customer experience leadership, ideally in fintech, lending, or another regulated consumer-facing business
• Experience managing managers. You've built and developed a team of leaders
• A track record of actually implementing AI tools and technology that improved how a support or sales team worked
• Comfort with ambiguity and a fast-changing partner landscape. You can build a process for something that's never been done before
• Strong instincts for when to standardize and when to customize, every partner is a little different, and you'll need to know where that flexibility helps and where it creates risk
• Direct, clear communication style, and the judgment to know when to escalate versus solve it yourself
• Experience with Salesforce or a similar CRM; familiarity with call quality/analytics platforms (e.g., Gong) is a plus
• Ability to thrive in a fast-paced, high-growth, fintech environment.

Nice to have

• Experience supporting an embedded or white-label partner program
• Background in collections, fraud, or compliance-adjacent operations
• Experience in standing up a new team or function from scratch

• Lead a team of operations and sales leaders, setting clear goals, coaching them on performance, and helping them grow into stronger managers themselves
• Own KPIs and day-to-day performance for the team, call quality, response times, escalation resolution, sales conversion, and knows how to dig into the numbers when something's off track
• Roll up your sleeves on hard customer problems. When something's escalated, you're comfortable finding the root cause yourself, working across teams to fix it, and following through until it's actually resolved
• Bring a real point of view on tools. You've used things like call analytics, knowledge-base assistants, or chat/automation tools to help support or sales teams do their job better & you can talk concretely about what worked, what didn't, and why. You'll partner with us as we evaluate and roll out tools like these, with an eye toward what actually helps agents and customers rather than what's trendy
• Support new partner launches. Work with product, engineering, and compliance to make sure our operations team is ready, new workflows built, agents trained, scripts and templates in place before a partner goes live
• Build and refine how we work. Develop sales cadences, support scripts, escalation processes, and reporting that make the team more effective, and know when an old process needs to be thrown out and rebuilt
• Partner on broader CX planning. Staffing, vendor management, process design — serving as a peer to our other operations leaders