Manager/Senior Manager - Customer Relations

- Providing a best-in-class applicant experience by coaching and role-modeling a superior customer excellence mindset where quality and knowledge-sharing take priority

- Developing strategic insights and trends based on reports and research and contributing/developing the next evolution of customer excellence and service product

- Providing creative leadership to the team and best representing global customer-facing teams to other stakeholders

- Partnering with the various functions including but not limited to Marketing, Credit, Engineering, Finance, and other Operations units to share and drive client feedback and product improvements

- Building scalable processes for efficiency, improving transparency, and effective allocation of time and resources.

- Communicating with executive-level stakeholders, identifying dependencies and managing escalations

- Ensuring the disciplined use of internal systems while tapping into the creativity of the team for continuous improvement

- Providing customer insights that form the basis for growing our product portfolio and driving process innovation

- Focusing on continuous improvement in conversion through automation, training, and cross-functional collaboration