Teams at Figure

Oversee daily site operations and Team Managers, driving productivity, quality, customer satisfaction, and SLA performance. Lead coaching, escalations, process improvements, compliance with originations policies and regulations, cross-functional collaboration, and strategic departmental projects. Use reporting and KPIs to optimize efficiency while fostering an inclusive, accountable team culture and ensuring adherence to security and data-handling procedures.

Owns Figure’s digital asset financial operations, including wallet and custody administration, transaction settlement, position monitoring, and end-to-end reconciliation. Partners across Accounting, Treasury, FP&A, Capital Markets, Product, Engineering, and auditors to support close, fair value measurement, cost basis, disclosures, and SOX controls. Builds scalable automation and control frameworks for new token launches, manages custodians and exchanges, and reports digital asset positions, flows, and exposures to executives, the board, and auditors.

Leads workforce management forecasting and capacity planning for a contact center. Analyzes historical performance, volume trends, seasonality, staffing deviations, service targets, and forecast variances. Provides operational recommendations, documents procedures, supports process improvements, and serves as a subject matter expert on forecasting tools and techniques. The role requires collaboration across teams, adherence to financial-services regulations and security policies, and maintaining staffing levels aligned with demand and SLAs.