Investor Operations Leader

Overview

Who you are: You have 8+ years of a mix of customer, operations, and capital markets experience and are looking for your next challenge in a hyper-growth, fast-paced, industry disrupting, SaaS company. You are excited to work with emerging technologies and a modern tech stack with a collaborative team, where you will have a direct impact on the customer and investor experience.

What you’ll do:

• Lead Polly’s investor operations audit team to coach and develop the team and build efficient and scalable processes.
• Manage & build exceptional customer, investor relationships, and internal relationships.
• Direct and oversee all aspects of the investor customer audit process, instilling a culture of quality, excellence, and clear line of sight to organizational opportunities.
• Partner cross-functionally with Quality, Product, and Support teams to manage investor relationships, highlight future opportunities, and solve real-time issues.
• Continuously improve the end-to-end investor journey by building processes and systems that empower the team to work efficiently and effectively.
• Proactively manage and analyze customer feedback that translates into actions that improve and enhance the experience internally and externally.
• Maintain efficiency in staffing models and proactively manage for future needs.
• Act as the voice of the customers and advocate for their needs.

What you have:

• 5+ years of relevant capital markets or mortgage experience
• 3+ years leading investor operations or adjacent teams
• Excellent relationship management, team leadership and development, project management, and communication skills.
• Demonstrated ability to lead, collaborate and work effectively across internal teams in a highly action-oriented and collaborative organization.
• Strong technical skillset; experience with a high growth firm.
• History of establishing best practices and building teams.
• A passion for customers and service delivery.
• A hands-on approach and willingness to dive into the details and lead the team by example.

• We are attacking a trillion-dollar market with gross inefficiencies and seeking to transform the way an entire industry operates
• We have an experienced leadership team that previously built large and impactful platforms
• Outstanding opportunity for professional growth and upward mobility
• Direct engagement with the decision makers and senior business leaders
• Competitive salaries
• 100% paid medical/vision/dental/disability/life insurance
• Flexible PTO
• Hybrid environment; 3x weekly in an innovation hub in San Francisco or Dallas.

Equal opportunity statement

Polly is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, age, color, national origin, religion, sex, gender identity, sexual orientation, marital status, pregnancy status, disability status, veteran status, or any other legally protected status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Beware of recruitment scams impersonating the Polly brand or our employees. Our team communicates only through official Polly channels, and we will never ask for sensitive information over text or conduct text-only interviews. If you are ever suspicious or in doubt, reach out to us directly  care deeply about this network and your experience.