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Fundbox is seeking a Senior Manager of Sales & Operations Strategy to lead the CX Operations team supporting a fast-growing portfolio of partner programs, including core line-of-credit products and embedded lending relationships with Fortune 500 companies.
You will own day-to-day execution for the core LOC business and lead the operations and sales team supporting it. This is a hands-on role requiring someone who gets into the weeds with agents and customers to diagnose and fix problems. Key responsibilities include managing a team of operations and sales leaders, setting clear goals, coaching performance, and developing them into stronger managers. You'll own critical KPIs including call quality, response times, escalation resolution, sales conversion, and will dig into the numbers when performance dips.
You'll support new partner launches by working cross-functionally with product, engineering, and compliance to ensure operations readiness, including workflow design, agent training, and script development. You'll build and refine operational processes—sales cadences, support scripts, escalation procedures, and reporting—knowing when to standardize and when to customize for individual partners. You'll also evaluate and implement tools like call analytics, knowledge-base assistants, and automation platforms, bringing concrete judgment about what actually helps teams versus what's trendy.
The role requires rolling up your sleeves on hard customer problems, following escalations through to resolution, and serving as a peer to other operations leaders on broader CX planning including staffing, vendor management, and process design.
Required: 10+ years in operations or customer experience leadership, ideally in fintech, lending, or regulated consumer-facing businesses. Experience managing managers and building teams of leaders. Track record of implementing AI tools and technology that improved support or sales team performance. Comfort with ambiguity and fast-changing partner landscapes. Strong instincts for standardization vs. customization. Direct communication style and good judgment on escalation. Proficiency with Salesforce or similar CRM; familiarity with call quality/analytics platforms (e.g., Gong) is a plus.
Nice to have: Experience with embedded or white-label partner programs, collections, fraud, or compliance-adjacent operations, or standing up new teams/functions from scratch.
