About Us
Founded in 2005, Prosper is America’s first and only peer-to-peer lending platform. Prosper was built on a simple idea – connect individuals who want to borrow with individuals who can invest and make a rewarding experience for both sides. Prosper has helped two million people gain access to affordable credit with over $27 billion in loans originated through its platform. Our mission is to help our customers advance their financial well-being through products including personal loans, credit cards, home equity lines of credit (HELOC), and retail investing.Our strong culture rewards the mission-driven leader who develops accountable teams, collaborates across disciplines, and builds and executes the strategy without drama. We are here to hire the 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 ValuesDiversity expands opportunitiesCollaboration creates better solutionsCuriosity fuels our innovationIntegrity defines all our relationshipsExcellence leads to longevity Simplicity guides our user experience Accountability at all levels drives resultswww.prosper.comOur Story & Team // Our Blog
Position Summary
We are seeking a proven executive with a passion for building and leading a highly engaged Operations team. This is a broad role crossing the customer journey from Sales (Inbound and Outbound) to Verification and Fraud to Customer Service. It also encompasses horizontal centers of excellence like Business Operations, Quality, Ops Training, Analytics measurement and improvement of customer experience through NPS and tracking complaints. This executive will oversee internal as well as outsourced operations (~300 people across the two).The Head of Operations is instrumental in being an advocate for the customer within Operations as well as across the Prosper Executive team.
This leader drives the team in delivering a customer-centric and consistent experience across all consumer-facing touchpoints in Operations. Successfully delivering metrics across a balanced scorecard that consists of customer metrics, economic metrics, quality metrics and talent metrics is imperative. This person will also be a part of the Prosper Executive team and will represent Operations in Board meetings.The Vice President of Operations needs to lead through our values of accountability, excellence, collaboration, diversity, simplicity, curiosity and integrity. They deeply understand the importance of people within an organization, empowering leaders in their organization to deliver challenging goals.This position is located in Phoenix, AZ.
Key Responsibilities
- Develop short term/long term operations goals that are aligned to the overall strategic goals for the company
- Lead and mentor a team of operations leaders to execute successfully and deliver on the short term/ long term goals
- Actively problem-solve and make tradeoff decisions balancing all elements of the scorecard: economics, customer, quality and talent.
- Drive engagement and culture across the Operations team
- Lead team to identify improved processes and outcomes through utilization of automation and AI
- Partner with other Executives and leaders beyond Operations, in cross-functional teams, to deliver strategies in support of company goals
- Champion strategies that focus on seamless and inclusive customer experience as measured by various NPS measures
- Ensure vendor accountability and engagement
- Act as a “Player / Coach-Athlete” by playing a key part in both leadership and development of the team as well as individual contribution to complex business problems and key initiatives.
- Drive for excellence within the resources available.
Key Qualifications
- Bachelor's Degree and 10+ years of experience in Operations in the financial services industry, preferably across many of the areas in scope in this role, but not necessarily all of them.
- A proven track record of building and leading highly engaged teams.
- Demonstrated skill in applying creative thinking and analysis to solve business needs in ambiguous environments; ability to make timely decisions using imperfect information and without “analysis paralysis”.
- Experience leading teams both on-site and remote; internal and outsourced
- Player-coach mindset – Prosper teams are small but mighty. Prosper’s leaders are strategic, but should also be very hands-on when necessary.
- Strategic thinking ability, not limited by job title or job description.
- Ability to inspire trust, confidence, and consensus within groups managed.
- Predisposition to internalize accountability and ownership, and take them seriously.
- Effective communication skills across variety of audiences – Execs, investors, board, team.
- Ability to structure unstructured problems; a proven ability to find a way!
- Preferably, background in credit card or personal loans (experience with unsecured loans strongly preferred)
- Ability to work in the Phoenix office every Wednesday & Thursday
#LI-AR1#LI-HybridApplicants have rights under Federal Employment Laws.Family & Medical Leave Act (FMLA)Equal Employment Opportunity (EEO)Employee Polygraph Protection Act (EPPA) 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 skillset 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.Apply for this job
