Senior Operations Coach

Job Summary

Leading a dynamic team of suppliers and associates, the full-time Senior Operations Coach will empower frontline staff to leverage Generative AI tools while managing performance, driving operational excellence, and ensuring compliance in a remote work environment.

Key Responsibilities:

• Provide continuous coaching and performance management to enhance customer experiences and team engagement
• Drive team-level business goals and ensure adherence to regulatory commitments and internal policies
• Monitor AI-generated recommendations and train associates to make informed decisions based on complex customer situations

Required Qualifications:

• High School Diploma, GED, or equivalent certification
• At least 2 years of experience in People Management
• At least 1 year of bank fraud experience
• Comfort with Generative AI tools and experience managing suppliers/contractors
• Ability to recognize patterns and anomalies that automated systems might overlook