Business Operations & Strategy Lead

Reset empowers credit unions and community banks with embedded neobank capabilities that help them become and stay the primary financial home. With our flagship Earned Wage Access platform, consumers can access their income daily for free and get automated cashflow budgeting directly from their financial institution. This drives deposit growth, premium transaction revenue, and deeper engagement for the financial institution, while also helping their account holders achieve greater financial stability.

We’re a public benefit corporation with a deep commitment to social impact. To date, we’ve raised $3.5M from top investors to accelerate our mission to improve consumer financial health in partnership with financial institutions. Our founding team has expertise in fintech and enterprise software from years leading teams at Visa, Salesforce, and Upstart.

We're looking for a strategic, resourceful operator to join as a founding member of our operations team. You'll work directly with the founders to solve our most pressing challenges, starting with the systems and processes that drive successful product rollouts with our financial institution ("FI") customers. This role is ideal for someone who thrives on solving problems across functions—someone who can jump into support escalations in the morning, onboard a new FI customer in the afternoon, and present insights to the team by end of day.

You're not looking for a narrowly defined job; you're looking for ownership and the opportunity to shape how a company operates as it scales.

You will help build the operational foundation for our company's next stage of growth, focusing first on customer and end user operations. As Reset grows, this role will evolve into a broader business operations role.

Our founding team works in a hybrid format in the San Francisco Bay Area. This role can be remote (CA, NY, or TX) or hybrid if you're local.

• Employment Type:
  
  Full-Time Employee
• Required Experience:
  
  3+ years of relevant experience (see below)
• Compensation: $110,000 - $170,000 base salary, competitive equity package, and other benefits including healthcare

• Own the end user support function: oversee frontline support staff, ensure quality and consistency, and handle complex escalations
• Build and maintain the operational support infrastructure - standard operating procedures, knowledge bases, workflows, and escalation paths
• Identify recurring pain points and translate them into scalable solutions (process redesign, automation, better training, or product recommendation)
• Leverage automation and AI platforms to streamline operations

• Help ensure smooth product rollouts with FI customers by delivering a world class experience
• Surface insights from end user interactions to support product and CX decisions
• Collaborate with marketing on end user communications during launches and feature releases
• Help track and drive success on KPIs: onboarding completion, adoption rates, support response times, resolution quality

• Scaling initiatives:
  Design and implement systems that allow us to onboard and support more customers efficiently
• Cross-functional projects:
  Contribute to broader company planning and go-to-market strategy as our business needs evolve
• Analytics:
  Use data to inform strategic decisions, such as where to invest resources, evaluate trade-offs, and measure what's working
• Systems and tools:
  Identify operational gaps and areas for optimization. Partner with product & engineering on "build vs. buy" decisions

• Operational instincts:
  Create structure where there is none and know when to invest in infrastructure versus just getting something done quickly. Scope work in phases and execute, learn, and iterate quickly.
• Strategic thinking:
  Have a point of view. Can zoom out to understand how your work connects to company goals and make recommendations to leadership.
• Communication skills:
  Transition between coaching a support rep through a tough customer situation, writing a clear process doc, and presenting…