Be a thought leader/owner in the development and maintenance of reporting that surfaces Voice of the Customer (VOC) insights across Consumer Operations channels.
Build scalable, automated reports and dashboards that highlight customer sentiment, recurring issues, friction points, and experience trends.
Partner with Consumer Operations, Product, and Marketing to ensure VOC insights are actionable and regularly incorporated into decision-making.
Use data to connect customer feedback to operational drivers and improvement opportunities.
Own the operational effectiveness of core Consumer Operations systems, including Zendesk, Retool, Slack integrations, and related tooling.
Ensure systems are stable, scalable, well-integrated, and optimized for frontline and back-office teams.
Act as the technical point of accountability for system enhancements, integrations, and issue resolution.
Proactively identify gaps or inefficiencies in the current tech stack and propose durable solutions.
Research, evaluate, and build AI and automation opportunities to enhance the Consumer Operations technology stack.
Partner directly with Product and Engineering to design and build AI-powered tools.
Lead proof-of-concept development, pilots, and scaled rollouts of AI-enabled solutions.
Ensure AI implementations meet standards for accuracy, security, customer trust, and regulatory compliance.

Requirements

8+ years of experience in a fast-paced, high-growth environment (fintech or similarly regulated industry preferred)
Strong technical background with hands-on experience in:
- SQL / MySQL
- Python/Java or similar backend programming languages
Demonstrated experience building operational reporting and dashboards to support Voice of the Customer (VOC) or customer experience initiatives
Experience working with modern analytics and data platforms such as Snowflake, Hex, Looker, or similar tools
Demonstrated experience working with AI and LLM-based systems, including:
- Model integration and orchestration
- AI-assisted workflows or automation
- Evaluation of model performance and quality
Experience designing and supporting complex system integrations
Proven ability to work cross-functionally with Product, Engineering, and Operations

Benefits

Medical, dental, and vision coverage starting on Day 1
Equity (ISOs)
401(k) program
Family planning programs + paid parental leave
Physical fitness and wellness memberships
Emotional and mental health support programs
Unlimited PTO + 10 paid federal holidays + our annual, week-long Winter Break
Flexible work environment
Lunch reimbursement for in-office employees
Employee Resource Groups
Learning and Development stipend
Transparent culture
Amazing mission!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SQLMySQLPythonJavaAILLM-based systemsoperational reportingdashboardssystem integrationsautomation

Soft Skills

thought leadershipcross-functional collaborationproblem-solvingcommunicationtechnical accountabilityproactive identification of gapsresearch and evaluationproject managementstakeholder engagementdecision-making