About Stori

Stori is a fast-growing, venture-backed fintech Unicorn that is empowering consumers in Latin America with access to digital financial services. Stori currently operates in Mexico and has a global team with offices in Mexico City, Arlington (Virginia), and Bogota. We are the largest fintech serving the underbanked population in Mexico, while planning to expand to other countries in Latin America. More than two million customers have become happy users of Stori’s credit card product already.

Stori is one of the top-funded startups in the region with $400 million raised to date. We are backed by top venture capital funds globally and locally, such as Lightspeed Venture Partners, GGV Capital, GIC, General Catalyst, Goodwater Capital and Mexico’s leading family office Tresalia Capital. These funds have deep fintech experience and whose success stories include Stripe, Airbnb, Snapchat, Affirm, and Alibaba’s Ant Financial.

Stori is powered by the collective experience and expertise of our team. Together, the leadership team brings numerous years of experience in consumer finance, banking and technology across Mastercard, Stripe, Intel, Capital One, Block (Square), Morgan Stanley, GE Money, HSBC, and Rappi in the U.S. and Mexico.

At Stori, we are an inclusive and meritocracy-driven team that welcomes diversity of background, experience and thinking. We are passionate about our mission and take pride in the products we build. We seek team and individual excellence to deliver the best product and experience to our customers who are often said No to by traditional banking players.

The Role

As the Product Operations Leader for the Stori Préstamos (Luna) team, you will be responsible for managing the operations between product, customer support and collections. This role involves working closely with product and operational teams from all across the company to prioritize, design and launch product features that improve the customer experience and at the same time improve the work customer support and collections do. Some examples could be understanding most common support tickets and improving the product to address that. Or enabling customer support agents to be more effective by giving them better access to either product data or tools.

The objectives and success metrics of this role will evolve over time as but will be focused on making both the customer and agent’s experience better as well as more efficient. However, your first mission will be to help streamline and implement the operations between our customer support and collections teams to be ready for the large-scale launch of the Stori Préstamos product. This role will live in the intersection of Product, User Experience, User Research, Customer Support and Collections, and will involve a high degree of problem-solving, stakeholder alignment, negotiation, and a commitment to prioritizing our customers and their experience at the core of every decision.

As a Product Ops Leader, you will

• Own the processes, manuals and management of the work between product, servicing and collections
• Make sure servicing and collections agents have what they need in order to excel at their jobs
• Reduce as much as possible the need for human supported customer support by leveraging WhatsApp flows and in app experience.
• Collaborate directly with customer support and collections teams across the organization to translate their strategic goals into product implementations
• Proactively monitor the channel’s performance to quickly identify and resolve production issues, as well as finding and sharing insights that can lead to optimization opportunities
• Understand the evolving needs and expectations of our users in order to consistently evolve and adapt the user experience, making sure it meets users’ needs in a viable way
• Communicate progress and key findings to stakeholders, including senior management, to ensure alignment with the organization’s strategic goals and objectives
• Foster a culture of innovation and customer-centricity within the team, encouraging creating problem-solving and a relentless focus on customer delight
• Stay up to date on industry trends and emerging technologies in the fintech, chatbot, and AI product spaces, incorporating relevant innovations into our offerings when applicable

Experience

• Bachelor’s Degree in, Industrial Engineering, Business Informatics, Entrepreneurial Studies, Digital Design, Marketing, Computer Engineering, Finance, or a related field
• 3+ years of professional experience as an operations or product manager leading teams building data-centric digital products. Operations consulting experience is also a good fit.
• Experience with data analysis (writing basic queries in SQL)
• Strong understanding of software development methodologies, including Agile/Scrum
• Ability to communicate in both Spanish and English in written and verbal form for both technical and non-technical audiences
• Experience on digital platforms for agile product development (Jira, Basecamp)
• Proficient in translating business requirements into technical specifications

Skills & Attributes

• Knowledge of quantitative and qualitative user research and user testing methodologies
• Ability to understand conversation data to identify trends, make decisions, and justify design choices
• Excellent teamwork skills, with the ability to work closely with Product Managers, Engineers, Product Designers, and analysts
• Flexibility to adapt to new technologies and shifting project priorities
• An expertise of optimizing existing processes and designing new and better ways to operate.
• Ability to communicate in both Spanish and English in written and verbal form
  
  

Bonus Points

• You have experience working with companies in the financial sector, especially banks or lending institutions
• You have a good understanding of the software development process and how code is used to integrate conversational flows with APIs and other services
• You have experience working with Collections and Customer Support Teams