Product Operations Analyst

| New York, NY, USA | Remote
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About the Role

The Product Operations Analyst will be joining the Operations team and reporting directly to the Operations Manager. This team delivers insights, strategy, and operations to unite our technology and service teams and work to satisfy customers across the customer journey. This individual will have the opportunity to partner with internal stakeholders across operations, customer advocates, product, marketing, and help us continue to craft and build best-in-class experiences for MoneyLion Members.

The Product Operations Analyst will drive priority initiatives, build and expand a robust cadence and operating rhythm, drive customer research and analysis around the full customer experience, test hypotheses, and deliver insightful recommendations to leaders on how we can improve and craft the best experience for our customers.

This role can be located in Salt Lake City, UT or New York, NY, or Remote anywhere in the US.

This posting represents two openings on our team.

Key Responsibilities:

  • Actively participate in the review of customer reviews (positive and negative) as well as call listening sessions and other verbatim customer content specific to Wealth Management or Banking products
  • Actively participate in ideation process for improving the product and QDS to enable high impact self-service options, decrease contact volume, and facilitate resolution/satisfaction upon customer contact
  • Actively participate in product steerco., product analytics and other meetings to help set product roadmap priorities
  • Responsible for customer-facing FAQs, customer-facing chatbot content, and agent-facing knowledge materials, and notifying/training the rest of the operations team of any changes
  • Responsible for ongoing improvement to contact dispositions and their accuracy
  • Responsible for communicating with and updating the operations team during outages or incidents impacting the customer experience
  • Lead and support cross-functional projects across operations, product, and customer experience teams
  • Develop and manage project plans for cross-functional initiatives
  • Provide business insights and recommendations based on data that will drive our strategy
  • Ensure operating team readiness when launching new features and customer experiences
  • Create a hypothesis-driven solution to solve the problems to drive our business by digging into the data, thinking from first principles, and delivering the best results
  • Serve as point of contact for consultations from product and engineering teams on every product change and business rule modification

About You

  • Fast learner, with the capacity to develop expert knowledge of how the product works, including business rules, eligibility criteria, denial reasons, potential errors at each stage of the product lifecycle
  • Experience working in finance, specifically with Wealth Management, Investing, Crypto OR Banking products
  • 3-5 years in a customer support environment (i.e. customer success, customer experience, customer support)
  • Strong execution skills and ability to drive action and accountability
  • Strong product intuition and experience discovering and solving customer pain points
  • Excellent communication and presentation skills, accommodating both engineering and business stakeholders
  • Excellent work ethic, high productivity, and acute attention to detail needed
  • Excellent analytics and problem-solving capability
  • Desire to identify and implement process and product improvements
  • Highly organized, able to prioritize work effectively, and acute attention to detail
  • Follow-up skills and a strong sense of accountability and ownership are a must
  • Expert knowledge of contact volume, topics, and how we serve, including handling time, resolutions, etc.
What We Value

We value growth-minded and collaborative people with high learning agility who embody our core values of teamwork, customer-first and innovation. Every member of the MoneyLion Pride is passionate about fintech and ready to give 100% in helping us achieve our mission.

Working At MoneyLion

At MoneyLion, we want you to be well and thrive. Our generous benefits package includes:

  • Competitive salary packages and bonuses
  • Comprehensive medical, dental, vision and life insurance benefits
  • Equity based compensation
  • Wellness perks
  • Paid parental leave
  • Unlimited Paid Time Off
  • Learning and Development resources
  • Flexible working hours 

MoneyLion is committed to equal employment opportunities for all employees. Inside our company, every decision we make regarding our employees is based on merit, competence, and performance, completely free of discrimination. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Within that team, no one will feel more “other” than anyone else. We realize the full promise of diversity and want you to bring your whole self to work every single day.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
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    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
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    • MongoDBDatabases
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249 W 17th Street, New York, NY 10011

What are MoneyLion Perks + Benefits

MoneyLion Benefits Overview

Here at MoneyLion, we want you to be well and thrive. Our generous benefits package includes:

Excellent medical, dental & vision insurance plans
Paid parental leave
Unlimited* Paid Time Off
Learning and Development resources, and more

Open door policy
OKR operational model
Open office floor plan
Employee resource groups
Quarterly engagement surveys
In-person all-hands meetings
In-person revenue kickoff
Summer hours
Employee awards
Flexible work schedule
Remote work program
Highly diverse management team
Diversity employee resource groups
Here Women Roar AfroLion RoarWithPride
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K) matching
Company equity
Performance bonus
Charitable contribution matching
Child Care & Parental Leave
Family medical leave
Vacation + Time Off
Unlimited vacation policy
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Company-sponsored happy hours
Fitness stipend
Mother's room
Professional Development
Job training & conferences
Mentorship program

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