Forward Financing is a Boston-based financial technology company with an operational hub in the Dominican Republic, providing fast, flexible working capital to US small businesses that have been underserved by traditional financing options. It is our mission to build a world-class fintech company so our customers and our people can reach their full potential. Forward has been recognized as a Best Place to Work by the Boston Business Journal and Built In Boston and is certified as a Great Place to Work.® We’re investing in our employees, technology, and customer experience – with long-term success in mind every step of the way.
The Sr. Manager, Operations Services will lead the transformation and evolution of our customer-facing activities, assisting our clients during their checkout experience and providing after-funding outstanding service. These operations will include inbound and outbound call activity to existing and prospective customers and business partners; these call activities will support Account Servicing, Sales, Underwriting and Funding, as well as general management of the Forward Financing inbound mainline. In this role, you will be responsible for planning, evaluating, and implementing all our Operations Services systems, processes, and technologies. Additionally, in partnership with our People team, you will continue to evolve the Operations Services organization structure by hiring and retaining the appropriate talent. You will ensure that we deliver exceptional service across the organization, graciously dealing with changes in a fast-paced environment by fostering a culture of continuous improvement.
You will report to the Vice President of the Dom. Rep. subsidiary, and you will collaborate frequently with local DR leaders across People, Operations, Marketing, Quality, and Finance. Additionally, you will collaborate closely with the corporate Accounts Servicing, Sales, and Underwriting teams at our parent company, Forward Financing, LLC, to ensure consistency and quality across the organization.
In this role, you will:
- Demonstrable experience leading and successfully implementing projects simultaneously and at pace.
- Drive a high-performing culture where people love to come to work, that is collaborative and results-driven, with the ability to motivate and enthuse a highly productive team.
- Lead by example, enjoying hands-on coaching, mentoring, developing, and supporting your team of managers to ensure excellent performance.
- Demonstrable agility and flexibility in approach to leadership and client delivery, with the ability confidently to react in the moment.
- Analyze and interpret data, consulting with confidence and business acumen, creating accountability to guarantee that SLAs and KPIs are achieved.
- Ensure effective and consistent communication throughout the organization, and exceptional relationship-building skills – both internally and externally.
Role Requirements:
(Even if you don’t check every box, but see yourself contributing, please apply.)
- Demonstrable leadership experience at a manager level, preferably with a background in leading high-performing teams to successfully deliver multi-element services to external and internal clients.
- Bachelor’s degree in Business or related careers. MBA or related field preferable, but not required.
- 7+ years of work experience in a similar leadership position; ideally with customer-facing experience.
- Client-focused, service-oriented, relationship builder.
- Good listening skills with the ability to see situations from the perspective of others.
- Excellent written and verbal communication skills; comfortable communicating and networking.
- Drive the Mission - We believe in financial opportunity for underserved small businesses. We say “yes” when others say “no.”
- Keep It Real - We value direct communication, candid feedback, and authenticity. We are an open book.
- Act With Kindness - We create an environment where caring is cool and helping is the norm. We do the right thing.
- Shoot for Extraordinary - We are inspired by innovative thinking and continuous improvement. We never settle for yesterday’s best.
About Us:
Forward is a fintech company headquartered in Boston, Massachusetts with an affiliate office in Santiago, Dominican Republic, providing fast, flexible working capital to small businesses across the US. Forward offers revenue-based financing – delivering an upfront sum of working capital in exchange for a set amount of the business’s future revenue. By simplifying the requirements, streamlining the process, and using advanced proprietary technology, Forward is often able to deliver approvals within hours and funds that same day — giving more businesses the financial opportunity they need to thrive. Plus, with their dedicated teams and award-winning service, customers get personalized support when they need it most.
Since 2012, Forward has expanded access to capital by providing over $2.8 billion in funding to more than 61,000 small businesses. The company is A+ rated by the Better Business Bureau with an Excellent / 4.8 stars rating on Trustpilot.com. Forward is also recognized as a Best Place to Work by Built In Boston, certified as a Great Place to Work®, and is committed to helping their people and the small businesses they serve to achieve their full potential.
Forward actively promotes a focus on diversity, equity, and inclusion in all we do. We encourage a workplace where trust and respect are paramount and all employees feel valued, heard, and accepted. Our diverse and driven group of about 450 people, with approximately 200 based in the US, and 250 in the Dominican Republic, is a 100% employee-owned company. Our people are excited about their work, knowing they are helping thousands of small businesses while advancing their own careers.
Perks & Benefits:
At Forward, our team members are at the heart of our company, and we are committed to taking care of them as people, not just employees. We offer a comprehensive benefits package, including but not limited to: medical, dental, vision, and commuter benefits, a flexible time-off policy, paid parental leave, 401k match for US employees, wellness reimbursement, volunteering days, annual professional development budget, and charitable donation match.
Workplace flexibility is a top priority at Forward too. Our Employee Choice policy means that almost all of our employees get to decide where they work. As a business, we are focused on impact; we are more concerned with your contributions to the success of the company than where you get your work done. If face-to-face time is desired, people managers are empowered to find a cadence that works for their team.
When we aren’t collaborating to drive business and support our customers, we’re finding virtual and in-person ways to get to know our colleagues, celebrate team wins, and have fun together!
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What We Do
Headquartered in the US with an operational hub in the DR, Forward Financing has been recognized as a Best Place to Work by the Boston Business Journal and Built In Boston and is certified as a Great Place to Work.® At Forward, we believe every business deserves financial opportunity. That’s why we provide fast, flexible capital to US small businesses that have often been underserved by traditional financing options. Our mission is to build a world-class fintech company so our customers and people can reach their full potential. We’re investing in our employees, technology, and customer experience – with long-term success in mind every step of the way.
Want to learn more? Visit: forwardfinancing.com/careers
Why Work With Us
We’re building a place where our people want to run to work every day. Here, you’ll be with colleagues who work together towards shared goals and challenge you to bring your best; you’ll work with leaders who support your professional growth and want to see you succeed.
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Employees work remotely.
Our Employee Choice policy allows most team members to choose if they’d like to be fully remote, work in our Boston headquarters, the office in the DR, or a hybrid combination.
