Strategy & Business Operations Manager

Trim is a venture-backed fintech startup based in San Francisco. Founded with the mission of making people financially healthy at scale, we have saved our users more than $25 million since our founding four years ago.We are a tight-knit team who comes to work everyday because we enjoy working with each other. We prioritize team culture as much as we do our customer and product.We are looking for a results-driven Strategy and Business Operations Manager to scale our Bill Negotiations business. You will oversee a team of 60+ agents across three offices in the Philippines and will be instrumental in up-leveling the efficacy, quality, and efficiency of critical workforce operations.You'll be empowered to make and execute decisions that directly impact the user and brand experience. This role is based in the Philippines and reports to the Head of Monetization.ResponsibilitiesHire, train, and scale our Philippines operations as we continue to grow the businessAnalyze agent efficiency and develop novel methods for boosting productivityMaximize workforce efficiency by continuously evaluating performance and process, and identifying and implementing operational improvementsDeliver a superior customer experience by ensuring speed and accuracy of QA processes and aiding in issue resolution on an ad-hoc basisWork closely with Trim's Customer Support team to create and maintain best practices around issue resolution for bill negotiation ticketsInfluence business and product strategy by contributing insights and collaborating with the teamMust HaveBachelor's degree5+ years of experience at a top-tier management consulting firm or within a corporate strategy groupAbility to understand, measure, and improve KPIsExperience working in high-growth, performance-focused environments that require full ownership of initiatives and a proactive mindset toward problemsWillingness to travel occasionallyAble to work in the PhilippinesNice To HaveMBA or equivalent work experienceProfessional experience in modeling, data analysis (e.g., Excel, SQL), BI visualization tools, and ZendeskManagement skills and the ability to hire, coach, and inspire a teamExperience working at a high-growth, early-stage consumer facing start-upExceptionally sound communication skills and ability to speak Tagalog