Operations Analyst

Role Overview We are looking for a proactive and versatile Operations Analyst to join our Operations team. This is a high impact role for someone who enjoys hands‑on execution and wants to help scale both customer facing and critical operations at a high‑growth fintech. This role’s main focus is on day‑to‑day operational execution, spanning customer service and support operations. A part of the role will also be dedicated to strategic initiatives, including process automation, documentation, audit readiness, tooling improvements, and service quality enhancements. You will report to the Operations Manager and work closely with stakeholders across Operations, Product, Risk, Compliance and Customer Experience. Key Responsibilities Support the execution of core operational processes to ensure efficient and consistent service delivery. Help manage and resolve day‑to‑day operational issues, including more complex or sensitive cases. Ensure work is completed accurately and in line with internal standards and regulatory requirements. Contribute to quality assurance activities and help monitor key operational performance metrics. Use data and insights to identify trends and support continuous improvement efforts. Identify process gaps or inefficiencies and contribute to initiatives that improve workflows and controls. Assist with the implementation and optimization of tools, documentation, and operational resources. Maintain clear and up‑to‑date internal documentation to support consistency and compliance. Support cross‑functional collaboration to strengthen operational performance and execution. Qualifications 1–4 years of experience in operations or operationally focused roles, which may include customer service operations, business operations, process improvement or related functions. Strong process management skills, with the ability to prioritize, follow structured workflows, and drive reliable operational outcomes. Highly organized and detail oriented, ability to manage daily execution alongside improvement initiatives. Comfortable adapting to evolving processes and requirements. Excellent written and verbal communication skills. Familiarity with operational and customer service tooling (e.g., Zendesk). Strong analytical skills with the ability to analyze operational data, identify trends, and translate insights into action. Bonus Points Experience with process automation, system configuration, or tool integrations. Exposure to CSAT/NPS tracking or workflow design. Comfortable working with data tools beyond spreadsheets (e.g., SQL, Databricks, Metabase). Experience creating or maintaining SOPs, runbooks, or knowledge bases. What We Offer A dynamic, results driven environment with strong ownership and growth opportunities Competitive salary and benefits. Full health insurance with low deductible plan and no employee contribution required. Generous leave policy. Office in midtown with fully equipped on‑site gym, pickleball court, sauna, cold plunge, and more. Additional Information Applicants must be eligible to work full‑time in the United States. Visa sponsorship is not available. This is an onsite role (with the ability to work from home one day a week); applicants must be able to commute to the office in midtown. #J-18808-Ljbffr Deferit