Business Operations Manager

Overview

About Unlock:
Unlock's mission is to unleash the power of home equity to enrich people's lives. We do this through a financial solution called a Home Equity Agreement or HEA, an entirely new way to access and utilize home equity. We're not a lender, so there are no interest charges or monthly payments and homeowners with poor credit or high levels of debt can still qualify.

We're beyond passionate about helping our customers build greater financial resiliency. We are mission driven, consumer centric and our products are designed for the way homeowners want to live their lives today - with flexibility and control.

The role of the Business Operations Manager is to drive operational effectiveness, scalability, and customer experience across Unlock's Operations organization. This role works closely with Operations leadership, particularly Sales and Fulfillment, to identify high-impact challenges, design data-informed solutions, and lead cross-functional execution. The Business Operations Manager shapes operating models, systems, and processes that enable sustained performance at scale.

• Lead high-impact, cross-functional initiatives that drive measurable improvements in conversion, productivity, and revenue while balancing constraints with legal, regulatory, and operational reality.
• Partner with Sales leadership to define and optimize core sales motions including lead assignment, routing, capacity planning, enablement (touch patterns, scripting, and skill development), pipeline hygiene and management, and performance management.
• Own the identification, design and execution of process and system improvements across Fulfillment that increase operational efficiency, reduce friction and materially improve the homeowner experience.
• Define the business requirements and guide the implementation of Sales technology and tooling, including CRM, telephony, and enablement platforms, in close collaboration with Product and Technology.
• Develop and maintain a deep, data-driven understanding of customer, sales, and operational experiences, translating insights into concrete recommendations that influence strategy, process design, and product direction.
• Educate and influence stakeholders with data-driven evidence, including Operations leadership with respect to organization-wide metrics, processes, or product direction.
• Work with other departments (Marketing, Product, Legal, Operations etc.) to ensure alignment and effective collaboration.

• 5+ years of experience in business operations, strategy & operations, sales operations, or a similar role requiring ownership of cross-functional initiatives and data-driven decision making.
• Proven experience managing and implementing sales enablement tools and platforms (e.g., Outreach, Gong, Highspot, Groove).
• Must have experience in building data dashboards for different departments.
• Proficiency with CRM systems (Salesforce, Hubspot), sales automation tools, and data analytics platforms.
• Strong analytical and reporting skills, with proficiency in Excel and experience with CRM and BI tools
• Excellent communication skills, with the ability to tailor messaging and training content to suit diverse audiences.
• Advanced proficiency in Microsoft Office and related software, with strong skills in organizing, analyzing, and presenting information clearly.
• Ability to work effectively in a fast-paced, collaborative environment, adapting quickly to changing priorities and business needs.

• Bachelor's degree in Business, Marketing, Information Technology, or a related field, or equivalent professional experience.
• Direct experience with Home Equity Agreements or similar financial products.
• Understanding of regulatory standards within the real estate and financial services industries.
• Advanced skills in data analysis tools (e.g., SQL, Tableau) and CRM platforms.
• Experience working within a high-growth environment.
• Bachelor's degree from an accredited university

• Discretionary time off for rest and recharge
• Comprehensive health plans covering medical, dental, and vision, fully funded by us
• 4% employer match to your 401(k) contributions
• Dy…