Center Operations Manager overseeing efficient USO Center operations and staff management to support the military community in Japan.
About the role
- Own end-to-end repayment operations, ensuring accuracy, timeliness, and compliance.
- Oversee monthly repayment cycles: QA repayment schedules, validate rosters, and deliver accurate repayment invoices to our partners.
- Manage manual exceptions (e.g., pay-by-phone with loan servicers), track exceptions, and help identify trends or inefficiencies to inform process improvements.
- Handle escalations such as reversals, failed transactions, and late employer funding; design playbooks to standardize responses.
- Advocate for gaps in our platform and collaborate with Product to scope and test platform improvements.
- Partner with Finance to reconcile employer funds and repayment confirmations.
- Support Partner Success to ensure smooth employer repayment operations and resolve partner-related issues.
- Build and maintain standard operating procedure with a lens to continuously identify opportunities to improve efficiency and scalability.
Requirements
- 3–5 years of experience in operations, customer success, or a related function (experience with financial operations or benefits strongly preferred).
- High attention to detail to ensure accuracy and clarity in operations.
- Comfort working across multiple SaaS platforms and basic Excel/Google Sheets knowledge.
- Excellent written and verbal communication skills, with the ability to adapt messaging across audiences (e.g., technical teams, cross-functional partners, external stakeholders).
- Proven ability to manage complex workflows with a high degree of accuracy.
- Experience identifying root causes of inefficiencies, designing solutions, and implementing scalable processes.
- Strong problem-solving skills with comfort navigating ambiguity.
- Balance of strategic ownership and hands-on execution.
- Empathy and professionalism when supporting employees navigating repayment or benefit programs.
- Willingness to become a subject matter expert in industry regulations and comfort in operating within a regulated field.
- Bonus: Experience with student loan servicers, repayment vendors, or financial systems.
Benefits
- Competitive cash and equity compensation
- Health benefits (medical, dental, vision)
- 401(k)
- Commuter benefits
- Flexible PTO policy
- Opportunities to grow in a fast-paced, mission-driven environment
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
TH
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