BidaCredit is looking for an execution-driven Senior Manager for Operations & Customer Strategy to own the end-to-end customer experience and drive sustainable user growth. This is a high-impact, cross-functional role at the intersection of operations, product, and marketing, ideal for someone who has built from scratch and knows how to scale.
You will lead retention efforts, reduce churn, and improve every customer touchpoint from onboarding to ongoing user engagement, working closely with product, data, and marketing to build the operational infrastructure that supports BidaCredit's growth.
Scope
Customer Experience
- Own the end-to-end customer journey: onboarding, servicing, and retention
- Audit touchpoints to identify friction and gaps
- Set service standards, SLAs, and escalation protocols
- Drive improvements in CSAT, NPS, and resolution time
User Engagement
- Work with marketing and product to run engagement programs that drive activation and repeat usage
- Spot disengagement signals early and build intervention playbooks
- Turn customer data and feedback into experience improvements
Retention & Churn Reduction
- Collaborate with marketing to build and own BidaCredit's retention strategy
- Run retention experiments, win-back campaigns, and loyalty initiatives
- Report on retention metrics and surface insights to leadership
Operations & Process
- Build and optimize scalable processes, from support workflows to ops playbooks
- Drive cross-functional alignment on ownership, timelines, and accountability
- Identify bottlenecks and implement fixes that improve efficiency and quality
Requirements
- 3-4 years in operations, strategy, or customer success preferably in FinTech, Lending , or Financial Services.
- Experienced in building and optimizing processes from scratch
- Has worked in both 0-to-1 and 1-to-10 environments
- Data-driven and comfortable making decisions with imperfect information
- Strong communicator who can align stakeholders and move fast
