Full-Time

Senior Manager

Customer Experience

Posted on 5/29/2024

Prosper Funding

Prosper Funding

201-500 employees

Provides personal loans, credit cards, home equity products

Fintech

Senior

Phoenix, AZ, USA

Required Skills
Communications
Customer Service
Requirements
  • Bachelor's degree in Operations, Business, or a related field
  • 5+ years of relevant experience in operations, customer service, or contact center management
  • Demonstrated strategic and critical thinking skills
  • Experience leading on-site and remote teams
  • Proven track record of leading highly engaged teams
  • Excellent communication skills
  • Familiarity with customer service software and CRM systems
  • Certification in relevant industry standards (e.g., COPC, Six Sigma, PMP) is a plus
Responsibilities
  • Lead Customer Experience teams in Phoenix and with BPO partners
  • Drive consistent KPI delivery
  • Identify opportunities for strategic improvements
  • Develop short, medium, and long-term goals
  • Collaborate with Operations L&D team for training programs
  • Monitor KPI performance and identify improvement opportunities
  • Oversee day-to-day operations of Customer Experience team
  • Represent Customer Experience team with stakeholders
  • Manage Customer Service Leadership team
  • Ensure compliance with industry regulations
  • Develop disaster recovery and business continuity plans

Prosper offers a range of financial products, including personal loans, credit cards, and home equity lines of credit, all aimed at advancing consumers' financial wellbeing. The company partners with WebBank and Coastal Community Bank to provide these services.

Company Stage

Series G

Total Funding

$487.4M

Headquarters

San Francisco, California

Founded

2005

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-2%

2 year growth

5%