Process Manager

About the role

Our client, a leading organization in financial services, is seeking a Process Manager to oversee complex customer issue resolution and drive operational excellence. This role is responsible for managing escalated, high-risk customer cases, analyzing operational trends, identifying process improvement opportunities, and collaborating with cross-functional teams to enhance customer outcomes. The ideal candidate combines strong analytical skills, operational expertise, and customer-centric problem-solving in a fast-paced, high-volume environment. Location: 100% Remote.

Responsibilities

• Investigating and resolving escalated, high-risk customer issues while helping improve operational processes and workflows
• Analyze customer escalations, operational data, and performance metrics to identify trends, root causes, and areas for continuous improvement
• Develop, document, and optimize operational procedures to improve efficiency, accuracy, and customer experience
• Partner with cross-functional teams including Operations, Risk, Compliance, Product, and Customer Support to resolve complex issues and implement process enhancements
• Monitor operational dashboards and key performance indicators (KPIs) to ensure service levels, quality standards, and operational objectives are achieved
• Conduct root cause analysis on recurring customer or operational issues and recommend corrective and preventive actions
• Support risk mitigation efforts by identifying process gaps, escalating concerns, and ensuring adherence to established policies and controls
• Serve as a subject matter expert for complex workflows, providing guidance, training, and support to team members and stakeholders
• Participate in operational projects, system enhancements, and process transformation initiatives to improve scalability and effectiveness
• Maintain accurate documentation, case records, and reporting to support audit, compliance, and operational requirements

Requirements

• 5+ years of experience in customer operations, financial services, fintech, e-commerce support, fraud investigations, or other high-stakes support environments.
• Experience using Zendesk or similar ticketing platforms
• Ability to interpret dashboards, reports, and operational metrics
• Comfortable working across multiple systems to gather and validate information
• General data literacy and analytical skills

Skills

• Financial services
• FinTech
• E-commerce operations
• Customer escalations
• Fraud investigations
• Risk operations
• Complex customer support environments

Benefits

• Medical, Dental, & Vision Insurance Plans
• Employee-Owned Profit Sharing (ESOP)
• 401K offered

Pay

The approximate pay range for this position is between $37.00 and $54.00. Please note that the pay range provided is a good faith estimate. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and location. We comply with local wage minimums.