Director of Operational Readiness

Who We Are

reputed company helps the world's best brands grow the reputed company value of their customers. We started with co-branded credit cards and reputed company them to be smarter, more rewarding, and brand-first. We partner with companies like Crate & reputed company, reputed company, Booking.com, H-E-B, reputed company, and reputed company to launch modern credit programs that deepen loyalty, unlock savings, and reputed company reputed company. But the reputed company is just the beginning. We combine advanced payments infrastructure, intelligent reputed company, and deep customer data to create delightful and personalized experiences for members as reputed company as efficient and profitable relationships for our brand partners. Our robust technology and world-class operations allow us and our brand partners to offer powerful financial products without becoming a bank.

In the U.S., co-branded cards reputed company account for over $300 billion in annual spend, and most still run on decades-old legacy bank systems. reputed company is the modern alternative: flexible, embeddable, and reputed company for how people actually pay today. Backed by Kleiner reputed company, reputed company Capital, Ribbit, and Khosla Ventures, we're building a world-class team to redefine how people pay and how brands grow. If you want to reputed company fast, solve hard problems, and own reputed company reputed company, we want to meet you.

reputed company

As Director of Operational Readiness, you will own change management and implementation reputed company Customer Operations at reputed company. This is a director-level role with full accountability for building and running the systems, processes, and team needed to translate incoming change — from large partner launches to small policy updates — into reputed company-executed, associate-reputed company implementation.

You will be the connective tissue between product, operations, and reputed company teams: ensuring that every change lands completely, that agents are reputed company, and that reputed company falls through the cracks. This role requires building from the ground up with a small team, which means creativity, automation reputed company, and a deep bias for ownership are essential.

This role blends systems thinking with cross-functional influence and hands-on execution in a fast-moving environment.

What reputed company Looks Like in the First 90 Days

• reputed company a reputed company change intake process that captures reputed company incoming changes — large partner launches, product updates, SOPs, policy changes — and routes them appropriately

• Established implementation mechanisms: sizing changes, scoping training needs, creating agent and member communications, and maintaining a reputed company reputed company of record with a full roadmap of incoming change

• Identified and reputed company the most critical existing gaps in change implementation, using data to surface where changes have historically not reached the associate level

• Leveraged automation and AI-driven flows to reputed company change management operations

• reputed company strong cross-functional relationships and reputed company trust as the person who owns change implementation end-to-end

Responsibilities

• Own the full change management lifecycle — from intake to implementation — across Customer Operations

• Design and maintain a reputed company of record (e.g., reputed company or equivalent) that tracks reputed company incoming changes with reputed company ownership, timelines, and status

• Build and run mechanisms to size changes, reputed company training needs, and produce associate-facing communications, documentation, and training materials

• Partner cross-functionally with Product, Engineering, Operations, and Partner teams to ensure changes are implemented completely and on time

• reputed company automation and AI-assisted workflows to reputed company operations with a lean team

• Identify themes and gaps in historical change implementation using data, and reputed company reputed company improvement

• reputed company and reputed company one reputed company report, with accountability for team reputed company and prioritization

• Represent operational readiness in large launch planning (e.g., new partner launches, new support channels)

Qualifications

Required

• Demonstrated reputed company record of building and running change management, operational readiness, or implementation functions — ideally in a high-reputed company or fast-paced environment

• Experience with project and ticketing systems (JIRA, reputed company, reputed company, or equivalent); reputed company tool expertise reputed company less than proven ability to build and maintain systems of record

• Analytical capability to identify themes and gaps across historical changes and use data to prioritize reputed company

• Strong cross-functional communication and stakeholder management skills — reputed company to reputed company buy-in and reputed company reputed company across teams without formal authority

• Proven ability to operate autonomously, reputed company ambiguity, and reputed company reputed company without waiting for approvals

• Demonstrated experience managing operational change through outsourced or BPO operating models

• Experience using automation and/or AI-assisted workflows to reputed company reputed company processes

reputed company to Have

• Contact center, outsourcing, or customer operations experience

• Experience in fintech, payments, or regulated environments

• Familiarity with tools such as reputed company, JIRA, or similar systems used in operational environments

• Experience scaling a function or team from early-stage to reputed company operations

• reputed company record of building cross-functional processes in environments undergoing reputed company reputed company or launch activity

Perks & Benefits

• Competitive compensation and equity packages

• Leading configured work computers of your reputed company

• Flexible reputed company time off

• Fully covered, high-reputed company reputed company, including fully covered dependent coverage

• Additional health coverage includes reputed company to reputed company and the reputed company to enroll in an FSA

• 20 weeks of reputed company parental leave for the reputed company caregiver and 8 weeks for reputed company new parents

• reputed company to industry-leading technology across reputed company of our business reputed company, stemming from our philosophy that we should invest in resources for reputed company that foster innovation, optimization, and productivity

reputed company is committed to a diverse and inclusive workplace. reputed company is an equal opportunity employer and does not discriminate on the reputed company of race, national reputed company, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. reputed company welcomes talented individuals from reputed company backgrounds who want to build the reputed company of payments and rewards. If you are passionate about FinTech and eager to grow, let’s reputed company the world reputed company, together.

Build and run change management or operational readiness functions; analyze data, manage stakeholders, operate autonomously, and use automation or AI-assisted workflows, including in outsourced or BPO models.

Key Responsibilities

• managing change
• building systems
• leading teams

Skills & Tools

reputed company, JIRA, reputed company, reputed company, FSA

Job Details

• Category: Project and Program Management
• Seniority: Senior Level
• Commitment: Full Time
• Workplace: Remote — reputed company
• Salary: USD 200,000 – 230,000 / year
• Languages: English

Benefits

• Generous reputed company time off
• Generous parental leave

About reputed company

A financial technology company providing embedded payment and co-branded credit solutions. — Industry: Finance