: Senior Manager, Customer Experience Strategy & Operations
250 Greenwich St, Fl. 36
New York, NY 10006

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Better is redefining homeownership and making it simpler, fasterand most importantlymore accessible for everyone. We leverage technology and expertise to find ways that we can make the homebuying journey more approachable and understandable. 

  • Right now were funding over $3 billion in home loans per month
  • Weve funded over $14 billion in loans and $3.5 billion in insurance 
  • We ranked #1 in the U.S. on LinkedIn's Top Startups 2020
  • We ranked #11 on Fortunes Best Places to Work in Financial Services 2020
  • Our Founder and CEO was named in Comparably's Top 25 CEOs for Diversity
  • We were listed to Forbes FinTech 50 2020
  • And #15 on the 2020 CNBC Disruptor 50 
  • Weve secured over $254 million from our investors to date 

Our company is made up of driven, passionate people who bring their unique backgrounds and perspectives to everything we do and we are committed to fostering diversity, multiculturalism, and inclusion. We see the perspectives that each person brings and a diverse workforce as essential for individual and collective success. We believe its important to foster a company culture that encourages curiosity and passionfrom employee resource groups and learning opportunities to team outings and community outreach.

A Better opportunity:

Better is looking for a customer centric, systems-thinker who will identify and execute projects to improve the customer experience.  You will act as a thought partner to our Customer Experience team that fields inbound customer inquiries.  You will also work in close collaboration with our product team to improve the product based on analysis of customer outreach.  The right person for this role has a bias for action, is process-oriented, and excels at managing stakeholders to drive change.

Responsibilities will include:

  • Leverage data to identify opportunities to improve the customer experience and work with appropriate teams to execute against these opportunities 
  • Establish actionable categories for issues and SLAs per issue type to ensure a consistent customer experience
  • Perform root cause analysis on issues that arise to determine how operational processes can be improved in the future
  • Audit existing processes to ensure they are working properly as our business evolves

About You:

  • You have at least 2 years of managerial experience and 5-7 years working in a customer service operations 
  • Youre maniacal about improving the customer experience
  • You are an upstream thinker focused on reducing issues before they even arise 
  • You have a bias for action and will immediately drive impact 
  • You have excellent communication and relationship-building skills to drive change
  • You have a strong ownership and leadership mindset, able to adapt and thrive in ambiguous or uncertain environments

Things we value: 

  • Curiosity. Why? How? Repeat.
  • Nerdiness. Financial news and trends are fascinating. Seriously.   
  • Relentlessness. No one here gives up. We try. We fail. We try again.
  • Passion. If you dont get excited about homeownership, mortgages, and real estate, it simply wont work.
  • Smarts: book and street. We have to use all the tools at our disposal to build Better.
  • Empathy and Compassion. You understand that people's biggest dreams are in your hands.
  • Communication. Can you ask for help or put your hand up when you dont understand?
  • Building. Doing. Making. Yes, we have to do a lot of thinking and talking to figure this stuff out, but you cant wait to leave the conversation and build it.

 

The Better mission is rooted in values that drive us.

  • We do whats in the best interest of the consumer, not ourselves
  • We have growth mindsets, not fixed ones
  • We believe that success lies in execution, not credentials
  • We act like owners, not just employees
  • We work to find answers on our own, not wait for them to be given to us 
  • We optimize for mission, not ego

Our mission speaks for itselfwe continue to outpace the industry at every turn. Weve recently joined forces in partnership with Ally Bank, and our backers have helped build some of the most transformative tech and finance companies in history. Kleiner Perkins, Goldman Sachs, American Express, Citigroup, Activant Capital, Ally Bank, and others have invested in our vision for what homeownership can be.

Better is an equal opportunity employer. We do not discriminate on the basis of race, color, religion or religious creed, sexual orientation, gender, gender identity, marital status, family or parental status, disability, military or veteran status, age, or any other basis protected by law. All employment decisions at Better are based on a persons merit, business needs, and role requirements.

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Full-time