Operations Strategy Associate

About the Role

We are looking for an Operations Strategy Associate to join our team and work directly with the Operations Leader on process improvement and digital lending operations. This is a hands-on role that covers data analysis, workflow design, and internal tooling, all aimed at making our operations run more efficiently and consistently.

The ideal candidate has built a solid foundation in operations and is ready to take ownership of real improvement work. You will be involved in process design, building smart ops tools, and producing data-driven reports that give leadership clear visibility into how the business is performing.

Responsibilities

• Work with the Operations Leader to develop and maintain operational strategies that align with overall company direction.
• Review, document, and improve end-to-end workflows covering ticket handling, escalation routing, and verification processes using SOPs, Work Instructions, and Checklists.
• Gather and analyze operational data from backend systems to identify bottlenecks, trends, and areas for improvement.
• Support the design and build of internal tools including dashboards, automated reports, and workflow automation.
• Produce regular KPI dashboards and performance reports that give leadership clear and actionable information.
• Help plan and track operational improvement projects from start to finish, coordinating with relevant teams and keeping timelines on track.
• Ensure operational activities follow internal guidelines and regulatory requirements, and keep documentation accurate and up to date.
• Coordinate with internal teams including Product, Data, and the Vyvr Call Center as well as external partners to address system issues, track SLAs, and manage escalations.

Qualifications

• Bachelor's degree in Business Administration, Operations Management, Information Systems, or a related field.
• 2 to 5 years of experience in operations, process improvement, or digital operations; background in financial services or digital lending preferred.
• Comfortable working with data analysis and visualization tools such as Excel, Google Sheets, Looker Studio, or similar BI platforms; able to build useful dashboards from raw data.
• Experience writing SOPs, Work Instructions, or similar process documentation; familiarity with CRM or workflow tools is a plus.
• Strong analytical thinking with the ability to break down problems and present findings clearly.
• Good written and verbal communication skills with the ability to work across technical and non-technical teams.
• Able to handle multiple tasks at once in a fast-moving environment and take initiative.