Customer Experience Specialist Operations Manager

Customer Experience Specialist Operations Manager About InDebted

InDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt. Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences - all so we can change the world of consumer debt for good.

Founded in Australia, today we're a team of over 300 people living and working around the world. We're rapidly expanding throughout North America, the United Kingdom, Europe, Latin America and the Middle East. We're a $50m revenue (and growing) organisation, having recently completed our Series C funding round, backed by leading investors such as Airtree. Now is an exciting time to join the team as we continue to make the experience of debt resolution smoother, and more human.

Summary Description:

InDebted is seeking a dynamic Operations Manager to lead our customer experience teams. You will play a pivotal role in overseeing team leaders and managing various regions/clients. Your goal is to drive the achievement of key SLAs, productivity, and quality targets.

If you thrive in a fast paced environment, see challenges as opportunities to innovate, are motivated by the chance to build something great and help change the world of debt recovery for good, and delight in the growth and success of your team and the adulation of your customers, then this is the perfect fit for you.

Duties and Responsibilities:

• • Supervise team leaders and oversee client and regional operations.
  • Accountable for achieving key SLAs, productivity, and quality targets.
  • Act as the main contact for client success managers for audits and quality assessments.
  • Collaborate across departments to roll out initiatives and continuously enhance operations.
  • Work closely with quality and training departments to identify and resolve operational opportunities.
  • Foster team growth and support career development.
  • Maintain excellent communication skills, effective time and people management, and adaptability in a changing environment.
  • Provide regular and impactful coaching to your team
  • Handle escalations to ensure customers have any concerns resolved
  • Role model our core values and guide your team to demonstrate these values every day
  • Support your team in their personal growth and career goals
  • Maintain a thorough knowledge of all relevant regulations and monitor compliance within your team
  • Work with your team, your peers, and other functions to identify and implement process improvements to improve efficiency, effectiveness or quality and deliver worldclass service for our customers
  • Provide feedback and analysis to leadership to help identify and resolve issues and assist with resource management
  • Actively and effectively support the team to achieve business objectives, while maintaining high team engagement
  • Build strong relationships with your direct team, and peers within Customer Experience (Digital) and in other key functions
  • Help your team support thousands of customers on their debt free journey, using your deep understanding of our product and their situation to help reach the best outcome

Monitor key metrics at a team and individual level, including:

• • Productivity: 85-90%+ (depending on the specialist within the team)
  • QA: 90-95% (depending on the specialist within the team)
  • Team SLAs, specific to channel

Experience & Skills:

• • Proven experience in operations management, particularly in customer service or related fields.
  • Passion to help support and grow your team, and to have a positive impact on our customer's debt free journey
  • Strong leadership skills that inspire team members to excel by example
  • Exceptional listening and comprehension skills
  • Strong initiative and ability to adapt to new projects and suggest process improvements
  • Computer literate with proficiency in Google suite and willingness to learn and embrace new systems
  • Excellent written and verbal communication skills in order to interact clearly and concisely with team members and customers with the aim of providing world class Customer Experience
  • Strong self organization, decision making and analytical abilities
  • Creative problem solving skills
  • Strong detail orientation

Our Benefits Recognised by the AFR as Australia's Best Place to Work in 2022, the benefits of life at InDebted include: Flexible working - We're a global team, passionate about making work, work for you! Flexible paid leave - Our trust-based leave model enables you to choose when you take leave, how much you take, and what you take it for Uprise - Our EAP Provider supports your physical, social & psychological wellbeing Remote work set-up - Budget of AUD $750 (or local equivalent) to help you create a working environment that supports your productivity At InDebted, we respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to build better products and a better overall company. InDebted is an Equal Opportunity Employer. For Recruiters: We appreciate the interest of all candidates and recruitment agencies, however for this role we are managing this hiring process internally and will not be accepting applications through recruitment agencies. Thank you

Our Benefits

Recognised by the AFR as Australia's Best Place to Work in 2022, the benefits of life at InDebted include:

Flexible working - We're a global team, passionate about making work, work for you!

Flexible paid leave - Our trust-based leave model enables you to choose when you take leave, how much you take, and what you take it for

Uprise - Our EAP Provider supports your physical, social & psychological wellbeing

Remote work set-up - Budget of AUD $750 (or local equivalent) to help you create a working environment that supports your productivity

At InDebted, we respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to build better products and a better overall company. InDebted is an Equal Opportunity Employer.

For Recruiters: We appreciate the interest of all candidates and recruitment agencies, however for this role we are managing this hiring process internally and will not be accepting applications through recruitment agencies. Thank you

Our benefits

Adaptive working - We're a remote first team, with office hubs in Australia, the United Kingdom and the United States - with hybrid options determined at team level to foster collaboration and flexibility

Flexible schedules - As a global team working across timezones, we offer flexible working schedules to ensure you're able to balance work and life

Flexible paid leave - Our trust-based leave model isn't capped by standard entitlements. This means you can choose how much leave you take and when you take it, while balancing business needs

Remote work set-up - Budget of AUD $750 (or local equivalent) to help you create a working environment that supports your productivity

Work from anywhere scheme - Work from anywhere on a short-term basis (overseas or otherwise away from your usual place of work) for a maximum period of 4 months, so long as there is a reasonable overlap (4-hours) with your team and/or leader in your home country

Gender neutral parental leave - Our global offering for all new parents includes 16 weeks paid leave

Our benefits packages vary depending on region and role requirements. Our talent acquisition team will be able to share more during the recruitment process.

At InDebted, we respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to build better products and a better overall company. InDebted is an Equal Opportunity Employer. Job ID rAQ9nW9zOsus