Happy Money

Manager

• Forecast demand, optimize schedules, and model capacity across voice, chat, email, and SMS. Ensure we're staffed to hit service levels without burning budget on unnecessary overtime.
• Design IVR flows, optimize call routing, manage our dialer, implement call branding, and evaluate platform alternatives. Be the technical brain behind every inbound and outbound interaction.
• Own chat, email, and SMS as strategic channels. Monitor performance, identify bottlenecks, design routing logic, and drive improvements that make digital interactions as effective as voice.
• Design, implement, and manage workforce management strategies within the contact center that ensure proper staffing levels to meet service demand.
• Conduct long-term forecasting and capacity planning to align workforce needs with operational growth and seasonal fluctuations.
• Leverage data analytics and historical trends to forecast call volumes and staffing requirements.
• Monitor real-time data and recommend schedule adjustments as needed to optimize resource utilization.
• Identify and implement process improvements that enhance productivity, decrease wait times, and improve overall customer and employee experience.
• Standardized workforce management policies and procedures.
• Research, implement, and manage workforce management systems, scheduling software, and automation tools to support contact center efficiency.
• Evaluate emerging technologies to drive continuous improvement and innovation in workforce operations.
• Analyze and monitor key performance indicators (KPIs) related to staffing, call handling, service levels, and workforce productivity.
• Provide actionable insights and recommendations based on performance data to drive operational success.

Manager, Workforce Management

Financial Planning and Analysis

• Lead financial reporting to provide key stakeholders with visibility into company performance and expense management.
• Own forecasting and budgeting processes, working closely with department leads to ensure accurate financial projections.
• Analyze monthly and quarterly financial performance, identifying key trends, variances, and business drivers.
• Create dynamic financial models to support business planning and scenario analysis.
• Partner with business leaders to track key performance indicators (KPIs), providing data-driven recommendations.
• Support corporate financial deliverables, including business reviews and board presentations.
• Assist in month-end and quarter-end financial close processes, collaborating with Accounting to analyze financial results.
• Maintain a system for tracking vendor renewals, and work cross functionally to identify cost saving opportunities as they arise.

Senior Financial Analyst

Account Manager

• Own the affiliate channel end-to-end, including forecasting, performance evaluation, cost and revenue projections, partner management, and reporting.
• Lead the development and execution of affiliate strategies and initiatives to drive loan origination growth and efficiency.
• Serve as the primary point of contact for all affiliate partners, managing relationships, negotiations, performance reviews, and optimization efforts.
• Collaborate cross-functionally with Marketing, Product, Credit, Risk, Finance, Analytics, Legal, and Compliance to align goals, ensure executional excellence, and drive results.
• Analyze partner performance, funnel metrics, and credit outcomes; design and execute rigorous testing to continuously optimize performance.
• Identify and drive opportunities for cross-channel collaboration and lift, applying affiliate insights to improve performance across other marketing channels.
• Grow Happy Money’s market share within affiliate ecosystems by securing our position as a preferred issuer—building deep, strategic partnerships that enable early access to platform enhancements, beta programs, and partner-led initiatives.
• Gain competitive, landscape, and market insights that enable us to leverage emerging strategies, technologies, and platform capabilities to drive higher-quality loan originations through deepened partner relationships.
• Contribute to marketing-wide planning, forecasting, and reporting, providing clear insights and recommendations to senior stakeholders.
• Take on additional marketing projects and responsibilities beyond affiliate marketing that meaningfully contribute to departmental growth and effectiveness.
• Build, lead, mentor, and develop a high-performing team as the channel scales, fostering a culture of accountability, collaboration, and continuous improvement.
• Ensure all affiliate activity adheres to compliance, legal, operational, and quality standards.

Manager, Workforce Management

Senior Financial Analyst

Senior Marketing Manager, Affiliate Partnerships