Capacity & Resource Program Manager

Aspiration is the first VC-backed neobank on a mission to be the leading consumer financial services brand and company focused on sustainability and the environment. At Aspiration, we created the category of sustainable, socially responsible retail consumer finance. We offer unique financial products to let people save, spend, and invest their money in ways that make them more financially secure and align with their personal values. Unlike other financial institutions, Aspiration is committed to building a relationship with our customers based on trust and aligning the customer’s success with our own. Aspiration has raised over $200M in funding to date, and is growing quickly. The Capacity & Resource Program Manager is responsible for the workforce management team and systems, staff modeling and capacity planning, and contact/workload forecasting with the goal of meeting business service levels in supported departments without exceeding (or falling short of) staffing requirements, making use of analysis and by providing data-driven hiring recommendations to meet staffing needs over time.

What You'll Do

• Perform day-to-day operational processes that support our business, partners, and customers
• Build, maintain, and apply a working knowledge of banking functions, fraud systems, and industry trends
• Maintain operational processes that meet our obligations to our bank partners
• Improve our efficiency, quality, and customer experience in collaboration with team members
• Identify opportunities for improvements to efficiency, quality, and customer experience by quickly documenting business cases, when investments are necessary to achieve them
• Cross-train across team functions to provide support, as needed
• Act at all times in a manner that is ethical and aligned with the regulatory obligations of the firm, and our partners
• A variety of other duties aligned with your unique skills, as our firm and its obligations expand and evolve

What You’ll Bring

• 1+ years of related experience in a financial institution with demonstrated professionalism, growth, and trustworthiness
• 1+ year of experience in fraud or loss prevention
• Working knowledge of payment channels and risks associated
• Strong written and verbal communication skills
• Demonstrated attention to detail
• Entrepreneurial - you do what it takes to achieve our goals, without having someone telling you what to do
• Curiosity – when your work is finished, you are driven to enrich yourself and your team by learning and applying new things
• A functional understanding of banking and investment products
• Strong proficiency with personal computers and business productivity software

Bonus Points

• Experience working in a fast-paced startup environment
• Proficiency with cloud-based business intelligence, content management or case management software
• Demonstrated and substantial success in building processes, creating business value, or creating uniquely fantastic customer experiences at scale; bonus if any of these were in a financial services environment

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