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Salary: USD 85,360 - 106,700 / annual
Figure is a NASDAQ-listed fintech company transforming capital markets through blockchain technology. The company has originated over $22 billion in home equity loans on its blockchain-native platform and is recognized as the largest non-bank provider of home equity financing in the U.S. Figure combines blockchain's transparency and efficiency with AI-driven automation to reimagine loan origination, funding, and secondary market trading.
As Site Operations Manager, you will lead day-to-day operations at Figure's Reno location, overseeing a team of Team Managers and ensuring peak efficiency, productivity, and strict compliance with regulatory requirements. You will be responsible for setting and achieving ambitious performance KPIs including handle time, customer satisfaction (CSAT), and service level agreements (SLAs) through data-driven reporting and optimization.
Key responsibilities include providing oversight, mentorship, and guidance to your team; conducting regular coaching sessions to foster professional growth and accountability; acting as an escalation point for complex customer situations; leading weekly operations management syncs to identify process inefficiencies and streamline workflows; ensuring adherence to originations policies and legal compliance requirements; championing a positive and inclusive work culture; and spearheading strategic projects aligned with departmental goals.
You will need a minimum of 2 years in a leadership role (including at least 1 year in operations management) plus 1+ years in a direct customer-facing role. An active NMLS License (within the last 5 years) is required. Previous experience in tech support, mortgage, financial services, or banking is essential. A BA/BS degree from an accredited university is preferred. You should be a value-driven leader who fosters a culture of respect and accountability, with confident communication skills, strong organizational abilities, and the agility to adapt to business process refinements and new technology platforms.
