As our Ops Strategy Associate, you’ll have a meaningful opportunity to evolve Hometap’s systems, processes, and approach to scaling our business. You’ll drive & support projects aimed at improving customer and employee satisfaction, shortening our cycle times, and upholding quality of execution, ensuring that our operations can support continued growth .

This position will be an essential member of the Ops Strategy team, whose core charter is to identify, prioritize, and execute on process improvement opportunities that enhance the Hometap homeowner and employee experiences. Reporting to the Ops Strategy Manager, you’ll work cross functionally with operations and sales leadership, product managers, designers, capital, marketers, analysts, and legal & compliance counsel to execute against our shared strategy.

What you'll do:

• Continuously optimize the what, who, how, and when of our end-to-end investment process to provide a best in class experience for homeowners and employees at scale
• Use data and analytics to identify opportunities for process improvement, design experiments and implement those changes to support key business goals
• Work collaboratively across internal teams to design and implement solutions that drive user adoption, execute implementation plans, and evaluate their impact
• Set and track KPIs and OKRs for launch initiatives and operational processes
• Contribute to the planning and execution of change communications and organizational change management
• Develop implementation plans for new underwriting investor requirements and underwriting policies
• Evaluate insource vs. outsource solutions, helping to determine how best to fix problems and scale operations efficiently.

What you bring:

• 2+ years of related experience in business operations, operations strategy, project program management, or vendor management
• Strong written, verbal, and visual communication skills to communicate clearly and professionally. You are excellent at providing instructions any user can follow, and at helping stakeholders understand why our process is the way it is.
• Empathy for homeowners and internal stakeholders. You believe that quality and efficiency issues represent an opportunity for process improvement, and assume best intent of users.
• Strong analytical skills, preferably comfort with Google Sheets / Excel and SQL
• Technical curiosity to learn and understand how software works. You can effectively distinguish user error from system errors, and help prioritize solutions based on level of effort and level of impact. You can foresee and communicate scenarios that should be accounted for in sales & operations teams workflows in our software.
• Demonstrate strong critical thinking and communication skills, with a creative, flexible, and solutions-oriented approach to problem-solving
• Detailed and organized in execution
• Strong preference for experience in the mortgage/fintech or title space
• Bonus if you have experience in implementing new underwriting & investment policy requirements