Business Operations & Strategy Lead

About Reset

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 accountholders 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.

About the Role

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.

The opportunity: You will help build the operational foundation for our company's next stage of growth, starting with the work that matters most right now. You'll focus 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. More info below:

• 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

What You'll Focus on First

Customer Operations & Support

• 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 (whether that's a process redesign, an automation, better training, or a product recommendation)

• Leverage automation and AI platforms to streamline operations

Supporting FI Customer Experience & Product Rollouts

• 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

Where This Role Grows

As you help scale our customer operations, you'll take on broader strategic and operational challenges:

• 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.

What You Bring

• Operational instincts: You create structure where there is none and know when to invest in infrastructure versus just getting something done quickly. You know how to scope work in phases and execute, learn, and iterate quickly.

• Strategic thinking: You don't just execute—you have a point of view. You can zoom out to understand how your work connects to company goals, and you're comfortable making recommendations to leadership.

• Communication skills: You can transition between coaching a support rep through a tough customer situation, writing a clear process doc, and presenting recommendations to the team.

• Bias for Action: You're a self-starter who is energized by ambiguity, not paralyzed by it. You're not precious about your job description, and you do what needs to be done.

• AI fluency: You're already using AI tools to work faster and smarter, and you have opinions about how best to leverage it to transform operations. Bonus if you've worked with any automation platforms (code or no-code) or experimented with building AI-powered workflows.

• Relevant experience: 3+ years in operations or customer-facing roles at high-growth or early stage companies. Strong candidates also include those from consulting, investing, or banking backgrounds who are ready to move into an operating role. We're especially interested in people who’ve taken a customer problem and built a scalable solution—whether that was a tool, workflow, or product change. Fintech or financial services experience is a plus but not required.

Equal Opportunity Employer

Reset is proud to be an Equal Opportunity Employer and is committed to fostering a diverse and inclusive workplace. We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, veteran status, and any other status. We believe that having a workforce of varying backgrounds, skills, and ideas enables us to better serve our customers and uplift our communities. Lastly, strong candidates may not meet every single qualification listed – we urge you not to exclude yourself prematurely and to still submit an application if you’re interested in the role even if you don’t meet every single qualification.