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Senior Manager, Customer Advocacy Strategy and Operations

Technologie de l'information

87 jours | New York, New York, United States | Better.com

Senior Manager, Customer Advocacy Strategy and Operations

87 jours | New York, New York, United States | Better.com

Better.com

Date de début :janvier 21

Appliquer avant :février 21 2021

Industrie : Technologie de l'information,

Type :Temps plein

Description du poste

Better is redefining homeownership and making it simpler, faster—and most importantly—more accessible for everyone. We leverage technology and expertise to find ways that we can make the homebuying journey more approachable and understandable.

  • Right now we’re funding over $3 billion in home loans per month
  • We’ve funded over $14 billion in loans and $3.5 billion in insurance
  • We ranked #1 in the U.S. on LinkedIn's Top Startups 2020
  • We ranked #11 on Fortune’s Best Places to Work in Financial Services 2020
  • Our Founder and CEO was named in Comparably's Top 25 CEOs for Diversity
  • We were listed to Forbes’ FinTech 50 2020
  • And #15 on the 2020 CNBC Disruptor 50
  • We’ve secured over $254 million from our investors to date

Our company is made up of driven, passionate people who bring their unique backgrounds and perspectives to everything we do and we are committed to fostering diversity, multiculturalism, and inclusion. We see the perspectives that each person brings and a diverse workforce as essential for individual and collective success. We believe it’s important to foster a company culture that encourages curiosity and passion—from employee resource groups and learning opportunities to team outings and community outreach.

A Better opportunity:

Better is looking for a customer centric, analytical-thinker that will lead efforts to drive customer advocacy. You will identify the “moments of truth” for the customer and ensure we are providing an exceptional experience that surprises and delights. You will work in close collaboration with our marketing partners to identify and execute referral initiatives. You will work closely with our sales / operations team to ensure a seamless E2E experience with ownership over the post-closing experience design. You will develop an intimate understanding of our customers’ needs, wants, and pain points through quantitative and qualitative research. The right person for this role has a bias for action, is analytical, and excels at managing stakeholders to motivate change.

Responsibilities will include:

  • Leverage data to identify “moments of truth” for customers that drive their view of the overall experience
  • Develop initiatives in collaboration with product, marketing, sales, and operations teams to drive a superior customer experience that leads to advocacy (i.e. referrals)
  • Understand drivers of churn once the customer has locked in a rate and drive initiatives that reduce addressable churn
  • Audit existing processes to ensure they are working properly as our business evolves

About You:

  • You have at least 2 years of managerial experience and 5-7 years working in marketing / customer service operations
  • You’re maniacal about improving the customer experience
  • You’re a creative thinker that can brainstorm ways to continuously surprise and delight our customers
  • You’re analytically minded and can drive insights from data
  • You have a bias for action and will immediately drive impact
  • You have excellent communication and relationship-building skills to drive change
  • You have a strong ownership and leadership mindset, able to adapt and thrive in ambiguous or uncertain environments

Things we value:

  • Curiosity. Why? How? Repeat.
  • Nerdiness. Financial news and trends are fascinating. Seriously.
  • Relentlessness. No one here gives up. We try. We fail. We try again.
  • Passion. If you don’t get excited about homeownership, mortgages, and real estate, it simply won’t work.
  • Smarts: book and street. We have to use all the tools at our disposal to build Better.
  • Empathy and Compassion. You understand that people's biggest dreams are in your hands.
  • Communication. Can you ask for help or put your hand up when you don’t understand?
  • Building. Doing. Making. Yes, we have to do a lot of thinking and talking to figure this stuff out, but you can’t wait to leave the conversation and build it.

The Better mission is rooted in values that drive us.

  • We do what’s in the best interest of the consumer, not ourselves
  • We have growth mindsets, not fixed ones
  • We believe that success lies in execution, not credentials
  • We act like owners, not just employees
  • We work to find answers on our own, not wait for them to be given to us
  • We optimize for mission, not ego

Our mission speaks for itself—we continue to outpace the industry at every turn. We’ve recently joined forces in partnership with Ally Bank, and our backers have helped build some of the most transformative tech and finance companies in history. Kleiner Perkins, Goldman Sachs, American Express, Citigroup, Activant Capital, Ally Bank, and others have invested in our vision for what homeownership can be.

Better Benefits & Compensation

Better.com is committed to paying NYC HQ salary bands, for all employees, regardless of where they are located and does not adjust salaries based on cost of living location. Our total rewards package consists of base salary, yearly cash bonus, equity and benefits. Additional employment-related benefits include:

  • A $500 stipend to set up the WFH office of your dreams
  • Comprehensive healthcare, retirement, and voluntary benefits—including medical, dental, vision, savings accounts, 401k, and more
  • Personalized care and tools for realizing your mental health and wellness goals
  • Robust holistic wellbeing offerings where you can experience unlimited access to virtual fitness, meditation, yoga, cooking classes, homeschooling preparedness, physical therapy, and more
  • Unlimited time off (with manager approval)
  • 12 weeks of paid parental leave after only 90 days of employment, and 20 weeks after 24 months of service
  • Inclusive fertility benefits for you or your eligible dependents, regardless of participation in a Better medical plan

Better is an equal opportunity employer. We do not discriminate on the basis of age, race, color, religion or religious creed, sexual orientation, gender, gender identity, marital status, family or parental status, disability, military or veteran status, age, or any other basis protected by law. All employment decisions at Better are based on a person’s merit, business needs, and role requirements.

Depending on your location, the California Consumer Privacy Act or other laws may regulate the way we manage the data of job applicants. For further information on how we collect data of job applicants, please click here. By submitting your application, you are agreeing to our use and processing of your data as required.

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