Best Egg

Customer Success Manager

• Own the performance and effectiveness of customer engagement and agent platforms (SMS, email, voice/IVR, CRM, workflow systems)
• Ensure platforms are aligned to business strategy, operational workflows, and performance goals
• Operate as the primary owner of platform outcomes within operations, with end-to-end accountability for performance and continuous improvement
• Identify opportunities to enhance platform capabilities and improve operational outcomes
• Identify and implement opportunities to leverage AI and automation within customer engagement and agent platforms to improve efficiency and customer experience
• Establish and manage structured intake, prioritization, backlog and change management processes for platform enhancements
• Ensure platform changes are executed in a controlled, scalable, and well-documented manner
• Drive implementation and adoption of AI-enabled features (e.g., chat automation, intelligent routing, agent assist) within platform configurations
• Manage relationships with platform vendors and partners (e.g., Zendesk, messaging platforms, telephony providers)
• Ensure vendor performance aligns with operational needs and priorities
• Evaluate and implement enhancements or new capabilities as appropriate
• Serve as the operations and / or lead for vendor lifecycle management, including platform evaluations, migrations, contract renewals, and ongoing vendor performance management
• Partner closely with Operations Strategy, Analytics, and business leaders to align platform capabilities with business priorities
• Coordinate with Product and Engineering teams as needed for system enhancements and integrations
• Act as a bridge between business needs and platform execution
• Provide strategic oversight of workforce management and dialer operations to ensure alignment with platform strategy and business demand
• Partner with Agent Systems & Operations leadership to coordinate capacity, execution, and system behavior
• Ensure alignment between workforce planning, platform configuration, and customer engagement strategy
• Support development of scalable execution models, including BPO-supported intraday operations
• Platforms are clearly owned, well-managed, and aligned to business priorities
• Platform changes are executed through structured, consistent intake and change management processes
• Customer engagement and agent workflows are continuously optimized
• Workforce execution is aligned with platform strategy and demand
• Vendor partners are accountable and aligned with operational goals
• AI and automation capabilities are effectively leveraged within platforms to improve efficiency, customer experience, and scalability
• The team operates with clear priorities, ownership, and strong execution discipline

Director, Customer Engagement – Agent Platforms

Analyst

• Support change execution across third-party platforms, internal tools, or partner-specific decisioning environments.
• Translate business requirements and approved strategies into clear specifications, logic, and implementation support materials.
• Help ensure decision logic is aligned to business intent, policy, and approval documentation.
• Perform user acceptance testing, production verification testing, and other validation activities for strategy changes.
• Help develop and maintain repeatable testing processes and quality checks to improve execution accuracy and consistency.
• Maintain documentation including specifications, test evidence, validation results, and change logs.
• Support auditable and well-controlled implementation practices in a regulated environment.
• Communicate testing outcomes, implementation status, issues, and risks clearly and effectively.
• Support multiple initiatives simultaneously while maintaining high quality and strong attention to detail.
• Fulfill data requests, simulations, and analyses in support of strategy and business partners.
• Identify opportunities to improve workflows, reduce manual work, and strengthen execution controls.
• Use Python, SQL, Excel, and reporting tools to automate repeatable processes where appropriate.
• Contribute to scalable reporting, testing, and implementation support processes as team needs evolve.

Decisioning Execution Analyst

DevOps Engineer

• Lead technical recovery efforts for major incidents, coordinating triage, evidence review, restoration actions, and validation
• Optimize observability strategy, alert quality, dashboard standards, and telemetry coverage across multiple services
• Drive reliability initiatives that reduce recurring failures, noisy alerts, manual work, and operational risk
• Mentor associate engineers on troubleshooting methods, RCA evidence, runbook quality, and production support judgment
• Influence engineering decisions by identifying reliability risks, missing telemetry, supportability gaps, and resiliency patterns
• Improve JAMS, GoAnywhere, Datadog, xMatters, and service support practices through automation and standards
• Partner with leaders and technical teams to prioritize remediations based on customer impact, business impact, and operational exposure

Site Reliability Engineer

• Maintain short-term cash flow forecasts in partnership with Capital Markets, analyzing the timing and volume of loan sales and impacts on liquidity and funding needs
• Partner with banks to fulfill daily loan funding and purchase obligations
• Process, track, and reconcile daily ACH and wire payments through banking platforms to support operational and funding activities
• Open, close, and maintain bank accounts and related legal documentation
• Assist with bank reporting, including account analysis and other required reporting
• Prepare monthly treasury summaries to support the accounting close process
• Develop and maintain reporting queries and dashboards using SQL, Snowflake, and Power BI
• Resolve funding, remittance, and purchase wire issues with investors and related parties
• Reconcile customer repayments and partner with Back Office team on resolution
• Support third-party operational audits conducted on behalf of investors and warehouse facilities
• Lead process improvement initiatives and resolve data discrepancies to enhance operational efficiency

Treasury Analyst

• Lead advanced troubleshooting and resolution of complex DevSecOps incidents and platform failures.
• Design and implement secure CI/CD patterns with strong policy enforcement and auditability.
• Drive remediation programs for high-priority vulnerabilities and control gaps.
• Implement scalable guardrails for secrets management, artifact integrity, and access governance.
• Partner across teams to embed secure-by-design practices in delivery workflows.
• Lead process improvements and define standards for secure engineering operations.
• Coach engineers on secure coding, pipeline controls, and risk-based prioritization.
• Support incident command activities for high-impact security events.
• Participate in on-call rotation

DevSecOps Engineer II

Full-stack Engineer

• Design, develop, and deliver high-quality software iteratively and incrementally.
• Works closely with senior leaders to shape solutions.
• Ensure software follows modern engineering practices, including clean code, testing, automation, and cloud-native patterns.
• Support continuous improvement in code quality, reliability, performance, and developer experience.
• Build and enhance distributed, event-driven, and cloud-native solutions in AWS.
• Apply cloud best practices—security, cost awareness, performance, and operational efficiency—under guidance of senior engineers.
• Contribute to observability through metrics, logging, tracing, dashboards, and alerts.
• Assist in performance tuning, resiliency improvements, and troubleshooting production issues to ensure system stability.
• Collaborate effectively with Product, Architecture, InfoSec, and DevOps to deliver well-aligned solutions.
• Contribute to a culture of learning, curiosity, and continuous improvement within the engineering team.
• Deliver high-quality, production-ready code and contribute meaningfully to team goals.
• Build strong working relationships within the engineering and product teams.
• Co ownership of core components or services.
• Co Lead development of one or more important services with increasing autonomy.
• Help improve system performance, scalability, and reliability.

Lead Software Engineer

Data Scientist

• Lead the development, automation, and delivery of controls reporting, dashboards, scorecards, and governance metrics for management, executive leadership, and Committees.
• Design and maintain KPI/KRI frameworks supporting control oversight, control effectiveness monitoring, and operational risk governance.
• Deliver First Line Risk Reporting and executive-level analytics provide actionable insights into risk trends, emerging risks, and control performance.
• Develop and oversee exception reporting processes to identify, escalate, and monitor breaches, trends, and control gaps across business functions.
• Utilize advanced analytics, data mining, and AI/GenAI-enabled techniques to proactively identify anomalies, emerging risks, and thematic trends.
• Support reporting and analytics for Control Framework initiatives and Control Program execution activities.
• Partner across the organization to enhance governance reporting, control monitoring, and program transparency.
• Drive continuous improvement initiatives to strengthen reporting consistency, automation, and governance effectiveness.
• Support regulatory examinations, internal audits, and external audit engagements through the coordination, development, and delivery of reporting, analytics, and governance documentation.
• Prepare reporting packages, executive summaries, and data analysis supporting management/executive, regulatory and audit inquiries.
• Partner with Business, Compliance, Internal Audit, Legal, and Risk stakeholders to ensure timely, accurate, and consistent reporting deliverables.
• Perform data mining and analytical support for control testing, QA activities, and oversight reviews.
• Identify trends, insights, root causes, and thematic issues through analysis of testing results, operational data, and control performance metrics.
• Support Third Party Risk Management reporting and oversight activities, including governance metrics, issue tracking, and escalation reporting.
• Oversee issue management reporting and governance routines, including remediation tracking, aging analysis, and trend reporting.
• Develop centralized reporting and dashboards supporting enterprise issue management effectiveness and accountability.
• Serve as lead administrator and subject matter expert for Workiva and related GRC platforms such as Service Now supporting controls and governance reporting.
• Manage enhancements, reporting configurations, user support, data integrity, and reporting automation within governance platforms.
• Partner with Technology and business stakeholders to optimize system capabilities and reporting efficiencies.
• Collaborate across First and Line of Business teams to build scalable, governance and reporting capabilities.
• Translate complex controls and governance information into concise, executive-ready insights and recommendations.
• Drive best practices in controls reporting, visualization, governance analytics, and insight delivery.

AVP – Controls Reporting and Analytics Lead

• This individual will be responsible for monitoring, refining and developing Credit strategies (including underwriting and loan amount) for personal loans
• Create test/control champion/challenger tests and monitoring to inform future strategies
• Provide scenario analysis/create financial impact sizing/develop new strategy test case
• Perform ad-hoc analytics, create reporting and presentations
• Work across functional areas to drive overall growth, product enhancements, and improve web funnel conversion rates across all channels.
• Partner with Decision Science to define and develop Credit models and tools
• Maintain overall risk and return targets for investors particularly in a changing economic environment

Senior Credit Strategy Analyst – Home Secured, Super Prime UW

Lead Generation

Senior Credit Strategy Analyst – Affiliates, Lead Generation

• Support change execution across third-party platforms, internal tools, or partner-specific decisioning environments.
• Translate business requirements and approved strategies into clear specifications, logic, and implementation support materials.
• Help ensure decision logic is aligned to business intent, policy, and approval documentation.
• Perform user acceptance testing, production verification testing, and other validation activities for strategy changes.
• Help develop and maintain repeatable testing processes and quality checks to improve execution accuracy and consistency.
• Maintain documentation including specifications, test evidence, validation results, and change logs.
• Communicate testing outcomes, implementation status, issues, and risks clearly and effectively.
• Identify opportunities to improve workflows, reduce manual work, and strengthen execution controls.

Manager

• Lead development, improvement and monitoring of processes for payment default and balance persistency guidance for personal loans
• Own forward looking guidance and performance outcomes of material portfolio segments
• Provide scenario analysis and financial impact sizing from changes in credit underwriting and pricing policy.
• Assess macroeconomic trends and adjust expectations accordingly
• Partner with Capital Markets, Credit Strategy on return targets
• Ensure decision logic is scalable, compliant, and operationally sound
• Escalate emerging risks with clear analysis and recommendations
• Maintain governance standards and strategy documentation
• Mentor junior team members and promote best practices

Director, Customer Engagement – Agent Platforms

Decisioning Execution Analyst

Site Reliability Engineer

Treasury Analyst

DevSecOps Engineer II

Lead Software Engineer

AVP – Controls Reporting and Analytics Lead

Senior Credit Strategy Analyst – Home Secured, Super Prime UW

Senior Credit Strategy Analyst – Affiliates, Lead Generation

Decisioning Execution Analyst

Credit Forecasting Manager – I