Director of Servicing Strategy

Varo is an entirely new kind of bank. All digital, mission-driven, FDIC insured and designed for the way our customers live their lives. A bank for all of us.

About The Role

As the Director of Servicing Strategy, you will be the architect of Varo’s customer service evolution. This isn’t about managing a call center; it’s about designing the systems, tools, and strategies that empower our agents and provide our customers with a seamless, "tech-first" support experience.

You will sit at the intersection of Product, Engineering, and Operations, ensuring that our servicing capabilities scale ahead of our growth while maintaining the highest standards of regulatory compliance and operational efficiency.

Responsibilities

• Vision & Roadmap: Define and execute a roadmap for Servicing Operations, focusing on scalability, cost-to-serve reduction, and CSAT improvement.
• Strategic Planning: Own the long-term strategy for the Servicing function, including the development and tracking of OKRs and KPIs.
• Financial Stewardship: Ensure high-impact ROI on all servicing investments.
• Growth Infrastructure: Design a technology and operational framework capable of handling rapid increases in customer volume and transaction complexity without proportional increases in headcount.
• Next-Gen Tooling: Partner with Product and Engineering to build and implement advanced servicing tools, including AI-driven chatbots (e.g., Decagon), advanced IVR routing, and integrated CRM workflows.
• Operational Readiness: Lead the end-to-end execution of servicing processes for new product launches, including testing, validation, and comprehensive documentation.
• Stakeholder Liaison: Act as the primary bridge between the Servicing department and the broader organization to ensure operational requirements are prioritized in the product lifecycle.
• Journey Mapping: Oversee the customer and agent journey to identify friction points and implement automated, streamlined solutions that enhance the UX.
• Business Change Management: Own the intake and prioritization of servicing-related enhancements, ensuring frontline teams are trained, equipped, and ready to support new features.
• Risk & Compliance Oversight: Ensure all servicing activities are strictly compliant with relevant regulations (Reg E, Reg Z, BSA/AML) and internal policies to mitigate operational and financial risk.
• Analytical Rigor: Utilize advanced analytics to monitor performance metrics including First Contact Resolution (FCR), Average Handle Time (AHT), and Net Promoter Score (NPS).
• Executive Narrative: Translate complex operational data into actionable insights and narratives for the executive leadership team.

Skills & Qualification

• 10+ Years of Experience: Proven track record in operations strategy, specifically within FinTech, Neobanking, or a high-growth technology environment.
• Systems Thinker: Deep expertise in the modern servicing tech stack (e.g. CRMs, Zendesk, Amazon Connect, NICE InContact, or AI-automation platforms).
• Regulatory Fluency: Strong understanding of banking regulations and their practical application within customer service delivery.
• Leadership: Demonstrated experience leading cross-functional teams through large-scale organizational change and technical migrations.

For cash compensation, we set standard ranges for all US-based roles based on function, level, and geographic location, benchmarked against similar-stage growth companies. Final offer amounts are determined by multiple factors as well as candidate experience and expertise and may vary from the identified range.

This role is also eligible for a bonus, equity, and competitive benefits.

Varo is an equal opportunity employer. Varo embraces diversity and we are committed to building teams that represent a variety of backgrounds, perspectives, and skills. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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