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Business Operations Lead

Salient
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Why We're Hiring

We're scaling from 20 to 50+ enterprise customers. As our first operations hire, you'll build the systems and processes that let us deliver exceptional service at scale.

You'll own workflows, automations, and processes that keep Product, Engineering, and Customer Success aligned as we serve the largest auto lenders in America. Turn one-off firefighting into repeatable systems.

 

What You'll Do

  • Triage customer requests across support channels-route to Product, Engineering, or CS with context for rapid resolution
  • Build workflows (Slack, Zapier, Make) to automate handoffs, notifications, and status updates
  • Document operational playbooks for common scenarios (data questions, bugs, feature requests, compliance)
  • Translate customer feedback into structured feature requests with quantified business impact
  • Partner with Engineering to build internal tooling that eliminates manual work
  • Run weekly cross-functional sync-surface blockers and align teams on priorities
  • Build dashboards tracking volume, resolution time, and capacity to spot bottlenecks early
  • Create customer-facing documentation, release notes, and launch communications

 

What We're Looking For

Must-Haves:

  • 2 - 4 years in operations at high-growth B2B tech companies
  • Hands-on experience with automation tools (Slack Workflow Builder, Zapier, Make, Retool)
  • Exceptional organization - you juggle multiple requests across teams without dropping balls
  • Bias for action - you ship scrappy v1 solutions fast
  • Clear written communication-you distill technical issues for non-technical audiences

Nice to Have:

  • Early operations hire experience building from scratch
  • Fintech, lending, or regulated industry background
  • Technical fluency-can read API docs and talk with engineers
  • Financial services workflow knowledge

 

What Makes This Role Interesting

  • Define how we scale for the next 100 customers as employee #1 in operations
  • Shape product roadmap through customer insights
  • Work at the intersection of AI and high-stakes loan servicing
  • Learn from teams building agentic AI processing millions of calls monthly
  • Growth path to operations leadership