The Petal mission

At Petal, we’re using fresh thinking and cutting-edge technology to make credit honest, simple and accessible. We use machine learning to analyze more data in our credit decisions, which means more people qualify, even if they’ve never had credit before. And we use behavioral science and smart, intuitive design to offer a simple, customer-centric product that’s engineered to achieve better financial outcomes -- with straightforward terms and no fees whatsoever. The result is an exciting new approach to credit that has the potential to radically expand credit access and improve the lives of millions of consumers, shaking up a trillion dollar industry in the process.

To do this, we’re bringing together exceptional talent from across disciplines and industries to shape the future of financial services and improve the lives of our customers in a meaningful way.

As Petal’s Program Operations Manager, you’ll work closely with support, product, CX, compliance and risk to create, manage, and optimize core operational processes and workflows required to operate the Petal product. You’ll identify gaps and opportunities, strategize solutions, build systems, and oversee the execution to ensure Petal’s operation is running smoothly. This is a hands-on role at an early stage company, and you’ll have a huge impact on Petal’s early growth and success.

Key responsibilities

• Optimize Petal’s customer operations for cost, reliability, risk and customer satisfaction.
• Develop and implement scalable processes for core customer operations functions, including fraud, disputes, military servicing and bankruptcy.
• Be the liaison between our credit card processing program and customer support team and manage product updates, improvements, and bug fixes.
• Build workflows, process maps, and outlines in thorough detail to fully document all operations processes and procedures.
• Act as the project manager responsible for configuring and implementing any process changes or fixes related to our contact center, processor, and other key vendors.
• Maintain a high level of expertise on Petal’s core processes, and be the the software expert and owner for our processor program management tool, CRM, transactional email service provider (Sendgrid), and support tool (Zendesk).
• Manage the implementation process and conduct ongoing analysis on the effectiveness of triggered customer communications through email, SMS, and letter.
• Own the bug troubleshooting and resolution process for all customer-facing, non-product tools, from emails and SMS to processor errors and inconsistencies.
• Work closely with legal, compliance, and risk teams to operationalize and document regulatory needs within our program and customer operations.
• Regularly audit and analyze processes through qualitative and quantitative data and identify opportunities to automate, strengthen, and reduce manual error.

Characteristics of a successful candidate

• Flexible and inventive, with an ability to create and implement scalable solutions that solve complex problems.
• Resourceful, with the ability to, not only execute on tasks, but also figure out what needs to be done in the absence of clear process or direction.
• Analytical and discerning, able to understand competing priorities and build processes that meet both regulatory and experience goals.
• Scrappy with a ‘no jobs too big, no tasks too small’ mentality, willing to get your hands dirty to build a company.
• Process-oriented, with high aptitude for documentation, checklists, workflows and organization.
• Independent but collaborative, able to work well with others but self-manage priorities with ambiguity.

Qualifications and Requirements:

• Minimum of 3 years of experience as an operations analyst, associate or manager role in a credit card business; startup experience in addition is a plus
• Demonstrated ability to create process, analyze systems, make data-driven decisions and facilitate execution
• Exceptional written and verbal communication skills with an acute attention to detail
• Experience learning and managing business softwares and programs
• Highly developed people skill and the ability to work cross-functionally in a fast-moving environment

What Petal offers

>> Welcoming, diverse, and interesting colleagues from all walks of life

>> Competitive compensation packages, including equity

>> Comprehensive benefits package -- medical, dental, vision

>> 401(k) plan

>> Plenty of opportunities to get to know the team -- twice-weekly team lunches; monthly happy hours; monthly company dinners; fully-stocked kitchen

>> Generous PTO policy

>> Beautifully-designed office, located at the fashionable and fun intersection of Soho and Greenwich Village

>> Opportunities to attend learning programs and conferences (more to come!)

Petal is an equal opportunity employer, and we are committed to building a team culture that celebrates diversity and inclusion. We’re proud to be different, together.