Senior Program Manager, Contact Center Operations

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 $130/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 seeking a Senior Program Manager to drive high-impact initiatives that enhance the efficiency, scalability, and effectiveness of our auto refinance contact center. In this role, you'll bridge strategy and execution—working directly with end users to uncover challenges, partnering with business leaders to align on goals, and collaborating with technology experts to optimize tools and workflows. With a sharp project management mindset, operational expertise, and a relentless focus on customer experience, you'll streamline processes, elevate service delivery, and fuel business growth.

Program Management

• Drive strategic initiatives to enhance contact center operations.
• Own program charters, project plans, schedules, and budgets.
• Ensure project alignment with business goals through performance tracking.
• Proactively manage risks, dependencies, and stakeholder communications.

Operational Optimization

• Identify and implement efficiency-boosting process improvements.
• Optimize workforce management, call routing, and quality assurance.
• Streamline workflows and remove operational bottlenecks.

Data Driven Business Insights

• Partner closely with the analytics team to define and track KPIs like conversion, margin, labor costs, and CSAT for all projects and programs.
• Leverage data and technology creatively to optimize contact center operations and enhance both agent and customer experience.
• Transform complex processes and technical concepts into clear, actionable insights, ensuring seamless training, swift issue resolution, and empowered project teams.

Customer Experience Focus

• Improve service delivery through innovative customer experience initiatives.
• Leverage customer feedback to refine strategy and operations.

This role can be based out of our Caribou offices in Denver, CO and Phoenix, AZ. Alternatively, this role may work remotely from a state where Caribou operates.*  This role will require attendance at occasional in-person team meetings.

About You

You are a meticulous project manager with a strategic mindset for optimizing contact center operations and a passion for driving efficiency in auto refinance through data-driven business decisions, reimagining end-to-end processes and breakthrough solutions that tackle challenges at their core. 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. 

• Thrive in a fast-paced, high-growth environment, driving strategic initiatives with agility and impact.
• Bring energy, passion, and a values-driven mindset to build and scale innovative solutions.
• Exceptional problem-solving, analytical, and critical thinking skills to drive root-cause resolution and continuous improvement.
• Proven ability to lead cross-functional initiatives, collaborating across teams to align technology with business objectives.
• Strong background in contact center technologies, including telephony, IVR, CRM integrations, automation, call monitoring and AI.
• Experience managing third-party vendor relationships to ensure seamless integration and performance optimization; experience with Business Process Outsourcing (BPO) a plus.
• 5+ years of experience in project management or a similar role, with a focus on contact center operations; PMP Certification is a plus.

How we will take care of you

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

• Competitive compensation: $122k - 152k
• 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, DE, GA, HI, IA, ID, IN, KS, KY, ME, MI, MS, MT, NC, ND, NE, NH, NJ, NM, NV, OH, OK, PA, RI, SC, SD, TN, UT, VT, WV, WY.

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