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Senior Manager, Customer Experience

Prosper Marketplace

Prosper Marketplace

Customer Service
Phoenix, AZ, USA
Posted on Wednesday, May 29, 2024
The Role
The Senior Manager, Customer Experience, will lead the Customer Experience teams in Phoenix and our strategic BPO partners, ensuring consistent delivery of exceptional customer service. This role involves driving KPI performance, identifying strategic improvements, and managing daily operations to achieve organizational goals.

Problems You Will Solve

  • Lead Customer Experience teams located in Phoenix and with our BPO partners, ensuring contractual requirements are met or exceeded
  • Drive and deliver consistent KPI delivery, including overall and interval service levels, quality service, and call handling metrics
  • Identify and recommend opportunities for strategic improvements through technology, equipment, and policy enhancements to improve customer service and employee retention
  • Develop short, medium, and long-term goals that support the overall organizational and company goals, including Board KPIs
  • Partner with the Operations L&D team to develop and execute ongoing training programs to enhance customer experience delivery
  • Collaborate with the Operations Analytics team to monitor KPI performance and identify analytically driven improvement opportunities
  • Oversee day-to-day operations of the Customer Experience team, including budget management, staffing, performance management, and development
  • Represent the Customer Experience team with internal and external stakeholders, ensuring decisions consider front-line procedures and team impact
  • Manage the Customer Service Leadership team, fostering leadership development and accountability for growth opportunities
  • Ensure compliance with industry regulations and standards, including data privacy and security protocols
  • Develop and maintain disaster recovery and business continuity plans for the Customer Experience team

About You

  • Bachelor's degree in Operations, Business, or a related field, with 5+ years of relevant experience in operations, customer service, or contact center management
  • Demonstrated strategic and critical thinking skills with an ability to use analytics to solve business needs.
  • Experience leading both on-site and remote teams with a focus on accountability, excellence, and collaboration
  • Proven track record of leading highly engaged teams and championing best-in-class customer service
  • Excellent communication skills with the ability to address diverse audiences, from front-line teams to executive leadership
  • Familiarity with customer service software, CRM systems, and contact center technologies
  • Certification in relevant industry standards (e.g., COPC, Six Sigma, PMP) is a plus

What We Offer

  • The opportunity to collaborate with a team of creative, fun, and driven colleagues on products that have an immediate and significant impact on people's lives
  • The opportunity to work in a fast-paced environment with experienced industry leaders
  • Flexible time off, comprehensive health coverage, competitive salary, paid parental leave
  • Wellness benefits including access to mental health resources, virtual HIIT and yoga workouts
  • A bevy of other perks including Udemy access, childcare assistance, pet insurance discounts, legal assistance, and additional discounts.
About Our Operations Team
Rooted in our values, Prosper’s Operations team is driven by how we can improve the customer experience, always thinking there must be a better way. If you are looking for a mission driven company with a great culture, check us out! As a Prosper employee, you will have the opportunity to take ownership of your career - we offer learning opportunities and career development plans. Come join a dedicated, diverse community that will help you discover your fullest potential! Are you ready to Prosper?
About Us
Founded in 2005 as the first peer-to-peer marketplace lending platform in the U.S., Prosper was built on a simple idea: connect people who want to borrow money with those who want to invest. Since inception, Prosper has helped more than a million people gain access to affordable credit with over $25 billion in loans originated through its platform. Our mission is to help our customers advance their financial well-being through a variety of products including personal loans, credit, home equity lines of credit (HELOC), and our newest product, HELoan. Our diverse culture rewards accountability and cross functional teamwork because we believe this encourages innovative thinking and helps us deliver on our mission.
We’re on a mission to hire the very best, and we are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere. It is important to us that every hire connects with our vision, mission, and core values. Join a leading fintech company that’s democratizing finance for all!
Our Values
Diversity expands opportunities
Collaboration creates better solutions
Curiosity fuels our innovation
Integrity defines all our relationships
Excellence leads to longevity
Simplicity guides our user experience
Accountability at all levels drives results
Applicants have rights under Federal Employment Laws.
California applicants: please click here to view our California Consumer Privacy Act (“CCPA”) Notice for Applicants, which describes your rights under the CCPA: https://www.prosper.com/plp/legal/privacy-notice-for-applicants/
At Prosper, we're looking for people with passion, integrity, and a hunger to learn. We encourage you to apply even if your experience doesn't precisely match the job description. Your unique skill set and diverse perspective will stand out and set you apart from other candidates. Prosper thrives with people who think outside of the box and aren't afraid to challenge the status quo. We invite you to join us on our mission to advance financial well-being.
Prosper is committed to an inclusive and diverse workplace. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law, including the San Francisco Fair Chance Ordinance. Prosper will consider for employment qualified applicants who are non-US citizens and will provide green card sponsorship.