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Fundbox offers working capital and spend management solutions to help small businesses optimize cash flow.
The Role
Leads day-to-day operations and sales execution for Fundbox’s core lending business. Manages operations and sales leaders, owns KPIs, improves call quality and response times, resolves escalated customer issues, implements AI and support technologies, supports partner launches, and builds scalable sales, support, escalation, and reporting processes. Partners with product, engineering, compliance, and operations leadership in a fast-growing fintech environment.
Summary Generated by Built In
Fundbox's CX Operations team supports customers across a fast-growing set of partner programs, from our core line-of-credit product to embedded lending relationships with Fortune 500 companies. The operational demands on our team have grown in complexity: every partner brings its own workflows, escalation paths, and expectations for how quickly and well we take care of customers.
We're looking for a Senior Manager of Operations to own day-to-day execution for our core LOC business and lead the operations and sales team that supports it. This person will be a hands-on problem-solver, someone who doesn't just manage a team, but gets into the weeds with agents and customers when something's broken and figures out how to fix it. They'll also help us bring new partners online, support the tools and processes that make our team faster and more effective, and think ahead about how our support model needs to evolve as the business grows.
Job requirements
Job responsibilities
Benefits
We're proud to be an equal-opportunity workplace, because we know diverse teams produce the best work. We're committed to building a culture of innovation and inclusion across gender, race, age, sexual orientation, religion, disability, and identity. Embracing our diverse backgrounds and abilities allows us to harness our creativity and achieve more, together.
We're proud to provide a comprehensive and competitive benefits package designed to support your well-being, growth, and work–life balance. Our benefits include:
We're looking for a Senior Manager of Operations to own day-to-day execution for our core LOC business and lead the operations and sales team that supports it. This person will be a hands-on problem-solver, someone who doesn't just manage a team, but gets into the weeds with agents and customers when something's broken and figures out how to fix it. They'll also help us bring new partners online, support the tools and processes that make our team faster and more effective, and think ahead about how our support model needs to evolve as the business grows.
Job requirements
- 10+ years in operations or customer experience leadership, ideally in fintech, lending, or another regulated consumer-facing business
- Experience managing managers. You've built and developed a team of leaders
- A track record of actually implementing AI tools and technology that improved how a support or sales team worked
- Comfort with ambiguity and a fast-changing partner landscape. You can build a process for something that's never been done before
- Strong instincts for when to standardize and when to customize, every partner is a little different, and you'll need to know where that flexibility helps and where it creates risk
- Direct, clear communication style, and the judgment to know when to escalate versus solve it yourself
- Experience with Salesforce or a similar CRM; familiarity with call quality/analytics platforms (e.g., Gong) is a plus
- Ability to thrive in a fast-paced, high-growth, fintech environment.
- Experience supporting an embedded or white-label partner program
- Background in collections, fraud, or compliance-adjacent operations
- Experience in standing up a new team or function from scratch
Job responsibilities
- Lead a team of operations and sales leaders, setting clear goals, coaching them on performance, and helping them grow into stronger managers themselves
- Own KPIs and day-to-day performance for the team, call quality, response times, escalation resolution, sales conversion, and knows how to dig into the numbers when something's off track
- Roll up your sleeves on hard customer problems. When something's escalated, you're comfortable finding the root cause yourself, working across teams to fix it, and following through until it's actually resolved
- Bring a real point of view on tools. You've used things like call analytics, knowledge-base assistants, or chat/automation tools to help support or sales teams do their job better & you can talk concretely about what worked, what didn't, and why. You'll partner with us as we evaluate and roll out tools like these, with an eye toward what actually helps agents and customers rather than what's trendy
- Support new partner launches. Work with product, engineering, and compliance to make sure our operations team is ready, new workflows built, agents trained, scripts and templates in place before a partner goes live
- Build and refine how we work. Develop sales cadences, support scripts, escalation processes, and reporting that make the team more effective, and know when an old process needs to be thrown out and rebuilt
- Partner on broader CX planning. Staffing, vendor management, process design — serving as a peer to our other operations leaders
Benefits
We're proud to be an equal-opportunity workplace, because we know diverse teams produce the best work. We're committed to building a culture of innovation and inclusion across gender, race, age, sexual orientation, religion, disability, and identity. Embracing our diverse backgrounds and abilities allows us to harness our creativity and achieve more, together.
We're proud to provide a comprehensive and competitive benefits package designed to support your well-being, growth, and work–life balance. Our benefits include:
- Equity in a high-growth organization in the form of RSUs
- Generous PTO, including vacation, sick time, and company holidays
- Premium health coverage starting day one, with multiple plans fully paid by Fundbox
- Monthly Uber Eats credit
- Commuter and wellness benefits, including an annual individual wellness budget and access to mental and physical health resources
- Professional development budget to support continued growth
- Home office stipend to help you optimize your remote setup
- 401(k) retirement savings plans, life insurance, and disability coverage
Skills Required
- 10+ years of experience in operations or customer experience leadership, ideally in fintech, lending, or regulated consumer-facing businesses
- Experience managing managers and developing leadership teams
- Track record implementing AI tools or technology that improved support or sales team performance
- Ability to operate effectively amid ambiguity and build processes for new situations
- Ability to determine when to standardize processes and when to customize them for partners
- Direct, clear communication and sound escalation judgment
- Experience with Salesforce or a similar CRM
- Ability to thrive in a fast-paced, high-growth fintech environment
- Familiarity with call quality or analytics platforms such as Gong
- Experience supporting embedded or white-label partner programs
- Background in collections, fraud, or compliance-adjacent operations
- Experience establishing a new team or function from scratch
Fundbox Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Fundbox and has not been reviewed or approved by Fundbox.
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Healthcare Strength — Healthcare coverage is described as comprehensive, with multiple medical plan options and coverage starting on day one alongside dental, vision, life, and disability insurance. Some options are described as fully paid for employees, which can materially strengthen the overall benefits value.
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Equity Value & Accessibility — Equity (RSUs) is consistently included as part of total compensation and is described as broadly available across employees. This expands total rewards beyond base pay and can improve overall package competitiveness for some roles.
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Wellbeing & Lifestyle Benefits — Lifestyle perks such as monthly meal credits, a wellness budget, and home-office support are part of the package. Hybrid/remote flexibility and related stipends further increase the day-to-day value of benefits.
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The Company
What We Do
Fundbox is the pioneer of embedded working capital solutions for SMBs, leading the charge in best-in-class embedded finance offerings since 2015. Fundbox empowers the small business economy by offering fast, simple access to working capital through the digital tools businesses already use. Fundbox has partnered with leading SMB platforms to help over 125,000 customers unlock growth with fast, simple access to over $5B of capital.
Why Work With Us
We’re an international community of thinkers, doers, and collaborators bound together by our commitment to create positive change for small businesses. Our goal is to revolutionize the business economy by evolving how funding flows. We want to power the small business economy, and we need great people to help us make it a reality.
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