Operational Readiness Specialist

Job Summary

A company is looking for an Operational Readiness - Agent Tools professional.

Key Responsibilities

• Own the end-to-end tooling readiness process for frontline and back office agents
• Lead User Acceptance Testing (UAT) for agent tools, identifying bugs and usability issues
• Collaborate with cross-functional teams to ensure agents are equipped with the right tools and documentation

Required Qualifications

• 7+ years of experience in Operations, Product Operations, or Customer Experience, preferably in fintech or banking
• Proven experience managing teams and motivating contributors
• Strong project management skills with the ability to handle multiple initiatives
• Experience gathering business requirements and translating them into tooling needs
• Solid understanding of agent workflows and their impact on customer outcomes