Director of Contact Center Operations, Enablement, and Strategy

At Caribou, we care about giving people financial freedom so they can focus on what’s most important to them. Today, less than two percent of Americans refinance their auto loans despite drastic increases in the cost of new and used cars. We see huge potential to help folks reduce their monthly auto expenses, as well as increase the predictability of those expenses over time. We do this by building technology to pair customers with community banks and credit unions, and ushering them through the process quickly. On average, our drivers save $115/month on their car loans while protecting their investment long term. 

Caribou is led by leaders from the technology, automotive, and finance industries. We’re proud to be backed by a great team of investors, including QED Investors, Goldman Sachs, Moderne Ventures, Accomplice, Link Ventures, Motley Fool Ventures and others.

About the Role

Caribou is looking for a Senior Director of Contact Center Operations, Enablement, and Strategy to: 

• Drive business results by enabling and scaling business operations to enable efficient growth and profitability
• Identify and project manage high-leverage initiatives that improve the customer experience, operational efficiency, and team member effectiveness
• Lead strategic projects bringing together stakeholders across finance, sales, operations, technology, people, compliance and more to address our biggest organizational opportunities
• Represent your work to executive leaders to advocate for prioritization and resourcing and provide updates on progress and results
• Partner cross-functionally to incorporate growth projections, financial goals, and business strategy into a strategic workforce and headcount plan
• Implement effective training and enablement initiatives across Sales and Operations to drive efficient onboarding of new hires and ongoing development of the existing team
• Own workforce planning and quality management strategy and team
• Be a strategic conduit for BPO partnerships, working closely with internal stakeholders to ensure alignment and enable the success of such partnerships
• Work with cross-functional partners, including Sales and Ops leaders, to establish and drive accountability to productivity, quality, and compliance standards

This role may work remotely from a state where Caribou operates with a preference for Denver, CO or Phoenix, AZ.*  This role requires attendance at occasional in-person meetings. 

About You

You, like us, are driven to achieve your goals. At Caribou, we have just three core values: Give a damn. Velocity. Make the assist. We’re motivated. We race towards our goals. And we help each other along the way. 

• You have 8+ years of experience in sales or operations strategy roles
• You are a curious and action-oriented problem solver with the ability to build trust and partnership at all levels of an organization
• You demonstrate the highest levels of ownership and have a proven ability to take ideas and turn them into results
• You are highly analytical and can effectively work in a data-driven organization to translate data to high-impact initiatives that drive the business forward
• You recognize the importance of key relationships and are adept at strengthening them
• You have experience managing BPO relationships, delivering high-impact training and enablement programs, and driving workforce and staffing strategies

How we will take care of you

Everyone at Caribou is a valued team member. Our compensation and benefits package includes: 

• Competitive compensation: $152k - $180k base compensation
• Equity options
• 401k savings program
• Generous paid time off including: Flexible Time Off (FTO) for all employees and 100% paid parental leave for all parents.
• Robust wellness benefits including company-paid plans for health, dental, vision, mental health, disability and basic life insurance.
• Optional benefits to suit your individual circumstances such as HSAs, FSAs, supplemental life and medical insurance, and pet insurance.
• Up to $1,000 per year for eligible professional development expenses.

We come from all walks of life and are joined together by our shared values, which guide our work and how we work together. 

• Give a damn. What we’re doing matters. We show up determined to deliver results, and we love it.
• Velocity. We’re intentional about where we’re going and we race towards it.  
• Make the assist. We have diverse strengths. We offer and ask for help so we all win.  

Caribou is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, pregnancy status, marital status, military or protected veteran status, genetics, or any other characteristic protected by law. This position is not restricted solely to the responsibilities listed above, and the scope and responsibilities are subject to change. A pre-employment background check is required as a condition of employment.

*Caribou does not currently have employee operations in AL, AK, AR, CT, HI, ID, IN, IA, KY, MS, MT, NE, NM, ND, OK, RI, SD, WV, WY.

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