Operations Manager

About the Company

Prosperr.io is a fast-growing FinTech platform dedicated to simplifying income tax and personal finance for millions. We are building the world's first Super App for Global Income Tax.

About the Role

We are looking for a data-driven, execution-oriented Operations Manager to take full ownership of a specific Business Unit (BU), drive process excellence, and deliver world-class customer experiences.

Responsibilities

End-to-End Business Unit Management

• Take full ownership of the daily operations for your designated BU (e.g., Assisted Filing, Subscription Plans, or B2B Partnerships).
• Design, implement, and refine operational SOPs to ensure scalability and efficiency.
• Collaborate with Product and Tech teams to automate manual processes and reduce turnaround time (TAT).

Revenue & Growth Operations

• Work closely with the Sales/Growth team to analyze lead leakage and improve Conversion Rates.
• Identify up-sell and cross-sell opportunities within the existing user base to increase LTV.
• Monitor operational costs and resource utilization to ensure the BU meets its Margin targets.

Customer Success & Quality

• Champion the "Customer First" culture. Analyze customer feedback and operational data to improve NPS.
• Handle high-level escalations and conduct Root Cause Analysis (RCA) to prevent recurring issues.
• Drive initiatives to improve Retention rates, ensuring customers renew their services year over year.

Team Leadership & Performance Management

• Lead, mentor, and manage a team of Team Leaders and Operations Executives.
• Define individual KRAs/KPIs for the team and conduct regular performance reviews.
• Manage workforce planning and rostering, specifically managing capacity during peak tax-filing seasons.

Qualifications:

• Experience: 47 years of experience in Operations, Customer Success, or Revenue Operations in a high-growth B2C Start-up, Fintech, or SaaS environment.
• Management Experience: Minimum 2 years of experience managing teams (managing managers/TLs is a plus).
• Data-Driven: Proficiency in Excel/Google Sheets is a must. Experience with SQL or BI tools (PowerBI/Tableau) is a strong advantage. You must be comfortable making decisions based on data.
• Process Oriented: Experience in building SOPs, process flows, and using CRM/LMS tools (e.g., Salesforce, Zoho, Freshdesk).
• Mindset: High ownership (Founder's mentality), ability to work under pressure (especially during tax season), and a hustle attitude to get things done.

Required Skills

• Data-Driven
• Process Oriented
• High ownership mentality

Preferred Skills

• Experience with SQL or BI tools (PowerBI/Tableau)
• Management of managers/TLs

Pay range and compensation package

Impact: Directly influence the financial wellness of thousands of users.

Growth: Fast-track career progression in a high-growth FinTech setup.

Culture: A collaborative, open, and meritocratic culture where your ideas translate into action.

Equal Opportunity Statement

We are committed to diversity and inclusivity.