Senior Operations Manager

About Stori

Stori is a fast-growing, venture-backed financial technology company, on a mission to democratize credit access for 400 million underbanked LatAm consumers. Stori currently operates in Mexico and has a global team with offices in Arlington Virginia, Mexico City, and Asia. We have quickly made our mark as one of the top digital banks in Mexico with more than two million applicants for our credit card product since launching.

Stori is one of the top-funded startups in the region with US$250 million raised to date. We are backed by top global venture capital funds, such as GGV Capital, GIC, Lightspeed Venture Partners, General Catalyst, Goodwater Capital, Mexico's Tresalia Capital, Vision Plus Capital, BAI Capital and Source Code Capital; who have successfully invested in startups such as Affirm, Airbnb, Alibaba, Stripe, and TikTok.

Stori has a standout founder team among fintechs, leveraging 100 years of accumulated experience in consumer finance, banking and technology across Mastercard, Intel, Capital One, Morgan Stanley, GE Capital, and HSBC in the U.S., Mexico and Asia. The team has launched and managed many multi-million-customer credit card products globally, providing a wide breadth of experience and knowledge to our team.

We welcome diversity of background, experience and thinking. Storians are passionate about our mission and take pride in the products we build. Our culture thrives off of a flat structure and an inclusive environment where all of our employees can be their authentic selves, with boundless opportunities for professional growth.

Job Description:

We are seeking an experienced Senior Operations Manager to oversee our customer support operations, at our Center of Excellence and BPO network. The ideal candidate will possess strong experience in creating robust customer support SOPs, managing staff effectively, and implementing data-driven strategies to optimize operational efficiency and accuracy across multiple channels.

Key Responsibilities:

• Foster a customer-centric culture of continuous improvement and innovation, encouraging collaboration and knowledge sharing.
• Develop and implement efficient, standardized, and data-driven processes to ensure compliance with regulatory requirements, company policies, and service delivery efficiency.
• Utilize data-driven insights to identify areas for process improvement and implement solutions to enhance operational efficiency and accuracy across backoffice, chat, or phone support channels.
• Lead and mentor a team of managers, coordinators, and team leads providing guidance, training, and support to drive performance and career development.
• Collaborate with cross-functional teams to understand business objectives and ensure alignment with overall company goals.
• Establish and monitor key performance indicators (KPIs) to track operational performance across all support channels and identify opportunities for optimization.
• Proactively identify risks and implement mitigation strategies to minimize operational disruptions and ensure compliance with regulatory requirements.
• Stay updated on industry trends, best practices, and regulatory changes related to back office operations, KYC compliance, or contact center support.
  
  

Qualifications:

• Bachelor's degree (or equivalent experience) in Operations Research, Business Administration, Operations Management, Finance, or a related field. Equivalent experience will also be considered, particularly if the candidate has a data-driven experience regardless of his degrees.
• Minimum of 10 years of experience in Customer Support, contact center support, or a related field, with at least 3 years in a managerial role.
• Proven track record of developing and implementing strong processes to improve operational efficiency and accuracy across multiple support channels.
• Strong analytical skills with the ability to interpret and leverage data to drive decision-making and process optimization.
• Excellent leadership and team management skills, with the ability to motivate and inspire teams to achieve goals and objectives.
• Effective communication skills, both written and verbal, with the ability to articulate complex concepts and ideas to diverse audiences.
• Desired experience working in a regulated industry, preferably in financial services or banking, with a strong understanding of KYC compliance requirements and best practices.
• Proficiency in using data analysis tools and software to extract insights and inform decision-making.
• Ability to thrive in a fast-paced and dynamic environment, with a proactive and solution-oriented mindset.
  
  

What we offer

• Make a positive impact on the lives of our customers via financial inclusion
• Professional development opportunities
• International exposure & work experience
• Company swag
• Legally required benefits