About Us:

DailyPay is the leader in the on-demand pay industry with an unrivaled technology platform, an unmatched list of blue-chip clients and an extensive list of industry awards. We are rewriting the invisible rules of finance by creating a new financial system. A financial system that is more equitable and inclusive, and benefits everyone. A financial system that enables workers to access their earned pay when they need it. We believe that money should move faster and smoother between employer and employee, between merchant and shopper, between financial institution and customer. 

We are a mission-driven company hyper-focused on designing technology that can build a better financial system and future. It’s no wonder that we are growing at an extraordinary pace. Now we are looking for people who are as passionate as we are about reimagining how money moves. If you’re willing to define new rules, change systems and lives, come join us at DailyPay.

The Role:

You'll be an a (Senior) Operations Development Analyst focusing on Continual Improvement of Support Operations and Customer Experience. This analyst will work as part of the Quality Assurance program to drive People, Product, and Process improvements
that lead to first-class customer and agent experiences; including analysis of existing KPIs,tooling, and workflows to drive efficiencies.

In this role, you will work with various internal teams to make data-driven recommendations for improvement to streamline support processes, facilitate inter-team collaboration, and advocate for product improvements that will result in better served
clients.

How You Will Make an Impact:

• Compile and analyze qualitative and quantitative data on various aspects of support agent and specialist performance;
• Report on data to relevant stakeholders within the Operations Development organization;
• Work within the QA team to make recommendations to Product Support leadership regarding process improvements;
• Communicate the need for training and onboarding programs to leadership.
• Help maintain and develop internal support and call center quality standards;
• Contribute to the team culture in a positive manner.

What You Bring to The Team:

• Bachelor’s Degree and 3 or more years of operations improvement and CX experience
• An adaptive, responsive work ethic with the ability to work in a fluid, flexible, and sometimes ambiguous start-up environment
• Ability to motivate team members, lead change, and facilitate problem solving discussions
• Strong project management skills
• Comfortable working independently and effectively in a team-based environment
• Proven competence in collecting and analyzing data, and developing appropriate conclusions and recommendations;
• Empathy and active listening in order to handle difficult conversations and scenarios
• Ability to examine complex problems and find the simplest and clearest solutions

Nice to have: 

• Working knowledge of a process improvement methodology and/or certification (Kaizen, 6S, etc.) is highly preferred
• Previous work at a rapid growth company start-up
• Experience with Google Suite (drive, sheets, etc.), Slack; Zendesk, MaestroQA

What We Offer:

• Competitive compensation
• Opportunity for equity ownership
• Exceptional health, vision, and dental care
• Light breakfast, and snacks
• Employee Resource Groups
• Fun company outings and events
• Unlimited books from Amazon
• Unlimited PTO
• 401K with company match

DailyPay does not accept and will not review unsolicited resumes from search firms.

DailyPay is an equal opportunity employer and is committed to a diverse and inclusive workplace.  Qualified applicants will receive consideration for employment without regard to race, color, religion or creed, alienage or citizenship status, political affiliation, marital or partnership status, age, national origin, ancestry, physical or mental disability, medical condition, veteran status, gender, gender identity, pregnancy, childbirth (or related medical conditions), sex, sexual orientation, sexual and other reproductive health decisions, genetic disorder, genetic predisposition, carrier status, military status, familial status, or domestic violence victim status and any other basis protected under federal, state, or local laws.