Role Description We are seeking a proactive and experienced E-Commerce Operations Manager to oversee and enhance our online operations. This role goes beyond traditional order processing, focusing on optimizing workflows, managing the online storefront, and delivering an exceptional customer experience. You will lead initiatives to improve website performance, streamline order fulfillment, and implement automation, while ensuring all operations run accurately and efficiently. The ideal candidate brings strong experience in eCommerce or logistics, exceptional attention to detail, and the ability to thrive in a fast-paced, high-volume environment. Key Responsibilities - Order & Operations Management - Oversee and manage customer orders via website and phone, ensuring 100% accuracy - Validate order details, invoices, and pricing to eliminate errors - Coordinate and schedule deliveries with logistics and delivery partners - Analyze order and delivery costs to identify inefficiencies and recommend improvements - Customer Experience - Provide high-level customer support, including handling inquiries, sales calls, and product recommendations - Build and maintain strong relationships with customers and suppliers - Website & Product Management - Manage and optimize the online product catalog, including product listings, categories, and overall website presentation - Ensure product information is accurate, up-to-date, and aligned across platforms - Process Improvement & Automation - Identify opportunities to streamline workflows and improve operational efficiency - Implement automation solutions for order processing and backend operations - Oversee AI-powered tools and prompts to ensure accuracy and efficiency across: - Order management - Product updates - Customer interactions - Reporting & Performance - Monitor key operational metrics and prepare performance reports - Identify trends, highlight areas for improvement, and implement data-driven solutions - Prepare quotations and other sales-related documentation Qualifications - Minimum 5 years of experience in eCommerce, logistics, or online operations - Proven experience managing eCommerce platforms and digital workflows - Strong attention to detail, especially in order processing, invoicing, and pricing accuracy - Excellent written and spoken English communication skills - Strong analytical, problem-solving, and process improvement skills - Proficiency with eCommerce platforms, Xero, and other digital tools - Experience with eBay or other online marketplaces is an advantage - Experience with AI tools, prompt engineering, and workflow automation is highly desirable - Strong time management skills, reliability, and flexibility to start early if required - Proactive, adaptable, and comfortable working in a fast-paced environment Nice to Have - Background or familiarity with construction-related products - Degree in Commerce, Business, Engineering, or Construction Benefits - Flexibility in work hours and location, with a focus on managing energy rather than time - Access to online learning platforms and a budget for professional development - A collaborative, no-silos environment, encouraging learning and growth across teams - A dynamic social culture with team lunches, social events, and opportunities for creative input - Health insurance - Leave Benefits - 13th Month Salary

What We're Doing At Synctera, we’re powering the future of FinTech. We help companies create new revenue streams and enhance their value proposition with FinTech apps and embedded banking products. With APIs, compliance support, and bank partners in one end-to-end Banking as a Service platform, Synctera is the fastest and easiest way to build, launch, and scale bank accounts, debit cards, charge cards, lending, and more. We help banks increase deposits and non-interest income by expanding their footprint through FinTech and embedded finance partnerships. The Synctera Platform enables banks to manage their program through a fully compliant, scalable solution. We are looking for interesting, curious, wickedly smart people who are ready to jump in and run with our fast-growing team. If you want to have fun at work, collaborate with some of the sharpest people in the industry, grow the FinTech and Banking as a Service ecosystem, and love to win, read on! What We’re Looking For In this role, you’ll help keep payments running smoothly and accurately by working on reconciliation workflows, analyzing payment data, resolving discrepancies, and supporting both internal teams and external partners. You bring a foundational understanding of payments and are familiar with at least one payment rail. You enjoy working with transaction data, following the flow of funds, and digging in when something doesn’t add up. This is a cross-functional role in a fast-paced environment, suited to someone who is collaborative, resourceful, and eager to grow while making meaningful contributions from day one. You’ll thrive in this role if you: - Show tenacity and curiosity - Connect the dots in complex systems - Ask foundational questions to build understanding - Operate without a detailed script - Are comfortable with ambiguity and change - Balance ownership and risk - Have strong attention to detail - Communicate clearly and honestly What You'll Do - Support day-to-day payment reconciliations across Synctera’s platform, partner banks, and fintech customers, helping ensure balances are accurate across multiple US and Canadian payment rails. - Monitor payment flows and queues – review dashboards, alerts, and worklists to help make sure payments are processed correctly and on time, escalating when you see potential risk or customer impact. - Investigate breaks and exceptions – trace end-to-end transaction journeys with guidance, analyze payment data, identify likely root causes (data, system, or process), and clearly summarize what happened and how it was resolved. - Follow and strengthen operational controls – execute reconciliation and approval workflows accurately, and flag any gaps or risks you notice to the team. - Surface patterns and opportunities for automation – highlight recurring issues, manual work, and edge cases you see in daily operations, and partner with teammates, Product, and Engineering on ideas to improve tools and processes. - Maintain and improve runbooks and documentation – help keep procedures, checklists, and reconciliation guides current as systems and products evolve, so the team can scale what you help build. - Collaborate across teams and partners – work with internal teams (Product, Engineering, Compliance, Support) and external partners (banks, fintech customers) to resolve payment questions and keep flows running smoothly, looping in more senior teammates when needed. What You'll Bring - Understanding of finance, accounting, or payments, ideally within the US and/or Canadian markets. - 1 to 3 years of experience in payment operations, reconciliation, payment processing, or a similar role. - Familiarity with at least one common North American payment rail (for example, ACH, wires, card networks, EFT, Interac) and related payment systems or tools. - Strong skills in analyzing and interpreting transaction data and spotting discrepancies. - Detail-oriented with high accuracy in data entry and documentation. - Comfortable using spreadsheets; familiarity with basic SQL is a plus. - Experience with implementing AI agent-based systems to streamline processes would be a plus. - Good problem-solving skills and ability to stay effective under time pressure. - Strong communicator who works well with others, including internal teams and external partners. - Able to manage time, prioritize across multiple workflows, and adapt as priorities or tasks change. Benefits - 100% employer paid medical, dental, and vision benefits for US and Canadian employees and dependents - Employer contribution to HSA for US employees - Annual HCSA and generous extended health care coverage for Canadian employees and dependents - 401(k) for US employees and RRSP for Canadian employees - Mental health resources available for all employees - Unlimited paid time off - Generous paid new parent leave program - Home office setup stipend - Stock options program for all employees - Growth potential and opportunity to have a significant impact at an early stage of our company's journey - Working alongside a skilled and passionate team Diversity & Inclusion Synctera is committed to having a workforce that is reflective of the diversity within the United States and Canada. As an equal opportunity employer, we encourage applications from candidates from underrepresented communities, Indigenous persons, persons with disabilities, persons of diverse sexual orientation and gender identity, and all those who can provide different perspectives and contribute to the diversification of Synctera. Additional Information Please note that although all positions at Synctera are remote, candidates must be located and authorized to work in the US or Canada as a precondition of employment. Synctera does not sponsor applicants for work visas. To all recruiters and recruitment agencies: Synctera does not accept unsolicited resumes. Please do not forward resumes to our jobs alias or to Synctera employees without an active vendor agreement in place. Synctera is not responsible for any fees related to unsolicited resumes. With the current increase in job recruitment phishing scams globally, we wanted to remind you that all official communications from Synctera will only come from a @synctera.com email address. If you’ve received a communication regarding Synctera that you have a question or concern about, please contact recruiting@synctera.com.

Head of Lock Desk Operations Head of Lock Desk Operations is a senior leadership role responsible for the overall strategy, governance, and performance of the Lock Desk function. This role leads and manages a remote Lock Desk team and ensures scalable, compliant, and efficient lock operations within a best efforts, non‑delegated lending model, where all loans are locked directly on investor websites. The position is heavily management‑oriented, with accountability for people leadership, operational controls, workflow design, and risk management, supported by deep expertise in Optimal Blue and Encompass. Leadership and Team Management - - Lead, manage, and develop a fully remote Lock Desk team - - Establish clear expectations for productivity, coverage, service levels, and accountability - - Define roles, responsibilities, workflows, and escalation paths for team members - - Conduct regular performance reviews, coaching, and professional development - - Drive a culture of urgency, accuracy, ownership, and operational excellence Operational Oversight and Risk Management - - Own end‑to‑end Lock Desk operations with full accountability for accuracy and timeliness - - Ensure all loans are locked directly on investor websites under a best efforts, non‑delegated model - - Implement and enforce controls to minimize lock errors, pricing discrepancies, and fallout risk - - Oversee extensions, relocks, renegotiations, cancellations, and exception handling - - Monitor lock expirations, adherence to investor policies, and overall pipeline exposure Systems, Process, and Controls - - Provide management oversight of pricing and lock activity within Optimal Blue - - Ensure accurate entry, reconciliation, and maintenance of lock data in Encompass LOS - - Develop, document, and maintain Lock Desk policies, procedures, and standard operating workflows - - Identify inefficiencies and implement process improvements to support scalability and growth - - Track and analyze Lock Desk performance metrics, including turnaround times, fallout, and exceptions Required Qualifications - - 5+ years of direct management experience within a Lock Desk environment - - Proven experience leading and managing remote or distributed Lock Desk teams - - Extensive experience operating a best efforts, non‑delegated Lock Desk with direct investor website locking - - Advanced expertise in Optimal Blue for pricing and lock workflow management - - Strong operational and managerial experience with Encompass LOS - - Deep understanding of investor lock policies, extensions, renegotiations, and fallout risk - - Demonstrated success managing high‑volume operations in a fast‑paced environment Core Competencies - - Remote people leadership and accountability - - Operational risk management - - Process discipline and scalability - - Strategic oversight with hands‑on credibility - - High ownership mindset and decisiveness Summary The Head of Lock Desk Operations plays a critical role in safeguarding pricing integrity, operational efficiency, and risk management across the organization. This leader will set the strategic direction for Lock Desk operations while building a high-performing, accountable remote team that consistently delivers accuracy, speed, and compliance in a fast-paced lending environment. With deep expertise in Optimal Blue, Encompass, and investor lock execution, this role offers the opportunity to create scalable processes, strengthen controls, and drive operational excellence that directly supports business growth and customer confidence. #LI-Remote

• Ensure transactions are correctly recorded in appropriate systems facilitating successful settlement • Investigation and resolution of failing transactions • Processing of all eligible securities through the DTCC processing system. Candidate must have a thorough knowledge of the PTS (participant terminal service) system and all related functionality. This includes the following: • Settle securities transactions by processing deliver orders (DOs) on DTCC RAD • Collect marks-to-market on open contracts and money differences by processing Securities Payment Orders (SPOs) • Pledge securities to pledgees for collateral through the collateral loan system • Protect customer fully-paid-for positions and manage firm positions through the use of segregation and memo segregation procedures • Process ACAT free deliveries and fail reversals (FRVs) • Investigate & resolve cash and stock reconciliation issues • Address settlement discrepancies and engage the Director of Brokerage Operations for prompt resolution • Adhere to all rules, regulations, and procedures that govern this role and organization • Be aware of Operational Risk and escalate the Director of Operations • Review Buy-ins and Knowledge of REG SHO/15c3 • Produce timely, quality, and relevant reporting. Regularly communicate amendments to policies and procedures • Verify and reconcile securities held at various depositories and transfer agents • Process and confirm fails within Obligation Warehouse (OW) for settlements reconciliation with brokers • Create reports on money discrepancies between our internal ledger and external platforms • Ensures reconciliations are accurate and complete and that discrepancies have been resolved in a timely manner • Works with other internal teams, fostering an environment that encourages participation, teamwork and communications. • Ensures industry rules, regulations and securities laws are adhered to for 15c3-3 and proper action is taken to ensure proper possession and control of customer securities • Maintains orderly and readily obtainable records for research and examination purposes • Prepares summary documentation/work papers for special projects/observations, submitting to management for review • Performs data collection and analysis to ensure the firm is in compliance with regulatory requirements • Tests controls and measures to identify excessive operational risk and/or control problems at an early stage and works with staff to maintain quality and efficiency standards • Works cross-functionally with other staff to create highly efficient operational processes that avoid control and quality deficiencies and associated monetary losses. • Escalates observations/issues to Management that require attention in order to mitigate risk • Assists the Director in completing all Internal Audit and Regulatory reviews for the operating group and to ensure that review findings are effectively resolved. • Driving continuous operational improvement, updating of the control framework and undertaking root cause analysis and trend analysis of operational issues • Support the business unit management with the application of policy frameworks and become established as a referral point for policy related queries. • Assist on automation of daily self-clearing processes collaborating with engineering • Participates on projects as needed • Performs other duties and responsibilities as assigned • Core hours are 9am - 4pm Eastern Time, to follow market hours.