Role Description The Credit Operations Associate role is responsible for providing operational support and monitoring of Kiva’s lending partners across 80+ countries. This role drives operational excellence, partner satisfaction, and compliance by supporting daily operations, maintaining high-quality partner-facing processes, and ensuring partner satisfaction at all times. This role is ideal for someone detail-oriented, collaborative, and eager to learn in a mission-driven, global environment. At this time, we can only consider applicants with authorization to work in Colombia, on a permanent, full-time basis; unfortunately, we cannot provide visa sponsorship. Key Responsibilities - Partner Support: - Manage the partner support queue in Salesforce, providing timely and high-quality responses. - Support partner engagement through surveys, newsletters, and webinars to enhance partner experience and communication. - Maintain and update partner-facing resources, including the Partner Help Center. - Investigate and troubleshoot system issues; document findings and file bug tickets with the Engineering team when needed. - Support ad hoc translation requests and documentation needs. - Provide training and support to partners as needed. - Partner Monitoring and Compliance: - Review loans for potential policy violations and work with Lending Partners to resolve issues. - Conduct operational audits to ensure accuracy of the partner-submitted data on Kiva’s platform. - Perform monthly repayment reporting review and communicate with partners to confirm data accuracy. - Review and process default exemption requests sent by the partners. - Cross-Functional Collaboration & Projects: - Partner closely with Relationship Managers to support lending partners, ensuring alignment on partner communications, issue resolution, and overall partner health. - Collaborate with cross-functional teams to resolve issues and improve processes. - Contribute to process improvements by identifying inefficiencies and suggesting practical solutions. Qualifications - Highly organized with the ability to manage time effectively, prioritize competing tasks, and meet deadlines. - Strong analytical and data-driven mindset, with the ability to use data to inform decisions and solve problems. - Structured thinker who can troubleshoot systems, improve processes, and handle both detailed and high-level work. - Experience in customer service or partner support, with a focus on delivering high-quality service. - Excellent communication skills, with the ability to capture detailed processes and communicate them in an accessible manner to a range of audiences. - High attention to detail and a process-oriented approach to work. - Comfort with Salesforce, Looker, Excel, and Google Workspace. Ability to quickly learn new tools and systems. - Advanced proficiency in Spanish and English. - Proficiency in French (bonus). Benefits - A work-from-home position; final candidate must be authorized to work in Colombia. - An opportunity to improve real lives, solve hard problems, and change the world. - Friendly, supportive, and adventurous environment with a team of engaged colleagues. - A comprehensive, industry-leading benefits package including health, dental, and vision insurance, parental leave, professional development, and unlimited PTO. Some of these benefits have eligibility requirements. Many of these benefits are subsidized or fully paid for by Kiva. - Opportunities to connect with and learn from colleagues and partners around the world. - We offer JOON, a flexible lifestyle spending account that gives you an annual stipend to spend on Wellness, Professional Development, or Working from Home. - A diverse and inclusive workplace where we learn from each other is an integral part of Kiva's culture. We actively welcome people of different backgrounds, experiences, abilities, and perspectives. - We are an equal opportunity employer and a great place to work. Join us and help us achieve our mission!

• Serve as the strategic architect of commercial revenue operations, integrating processes across Sales, Marketing, Finance, and Customer Success to optimize the full commercial lifecycle. • Lead commercial planning cycles including comp plans, quota setting methodology, territory design, and commercial coverage modeling. • Identify and evaluate new market opportunities, channel strategies, and go-to-market models in partnership with the SVP of Sales and executive leadership team. • Drive commercial policy development including pricing governance, discount authorization frameworks, and deal approval hierarchies. • Own Prescott's Med's pricing strategy and governance framework, including list price architecture, contract pricing tiers, and GPO/IDN pricing models. • Lead the Deal Desk function, providing senior-level guidance and approval on complex, strategic, or non-standard commercial arrangements. • Establish and maintain competitive pricing benchmarks and margin analysis to support profitable growth decisions. • Partner with Finance to develop ROI models and commercial investment analyses that inform executive go/no-go decisions on strategic deals. • Develop and enforce commercial contracting standards, ensuring consistency, compliance, and speed across all customer-facing agreements. • Architect and oversee Prescott's Med's commercial data and analytics infrastructure, including CRM ecosystem, data warehouse integrations, and business intelligence platforms. • Design and deliver board-level dashboards, executive business reviews (QBRs), and commercial performance reports that synthesize market, revenue, and operational data. • Lead the development of advanced forecasting methodologies, pipeline analytics, and predictive modeling to enable proactive commercial decision-making. • Serve as the organization's principal authority on commercial data integrity, governance, and reporting standards. • Translate complex data sets into actionable strategic insights and executive recommendations for the SVP of Sales and senior leadership team. • Provide strategic ownership and governance of the CRM ecosystem (e.g., Salesforce), ensuring it is architected to support enterprise-scale commercial operations. • Oversee vendor and technology partner relationships for commercial systems, including selection, contract negotiation, and performance management. • Drive standardization and continuous improvement of core commercial processes—including contracting, opportunity management, revenue recognition readiness, and compliance workflows. • Partner with IT and Finance to ensure commercial systems integrations meet regulatory, privacy, and data security requirements relevant to medical device or life sciences environments. • Act as a senior thought partner to the SVP of Sales and executive team on commercial transformation initiatives, organizational design, and capability building. • Lead cross-functional commercial operations projects, including M&A integration support, new product launch readiness, and commercial expansion into new markets or geographies. • Build and mentor a high-performing Commercial Operations team, developing talent pipelines and establishing a culture of analytical rigor and operational excellence. • Champion change management initiatives related to commercial process transformation, system implementation, and organizational alignment. • Represent Commercial Operations in cross-departmental executive forums and serve as a key liaison to the Board of Directors on commercial performance matters.

• Support commercial planning processes including quota setup, territory assignments, and sales coverage analysis. • Assist with compensation plan administration by preparing data, tracking performance, and supporting reporting needs. • Help document and reinforce established commercial policies, workflows, and expectations. • Provide operational support to inside sales and commercial support (CSS) teams by helping clarify processes, handoffs, and reporting requirements. • Prepare pricing, margin, and deal analysis under existing pricing and discount guidelines. • Support deal desk workflows by coordinating deal submissions, preparing analyses, and tracking approvals. • Maintain pricing reference materials, deal templates, and supporting documentation. • Partner with Finance and Sales to support review of non-standard deals requiring approval. • Produce recurring sales, pipeline, and revenue reports for sales leadership. • Build and maintain dashboards within CRM and reporting tools to track pipeline health, bookings, and sales activity. • Support forecasting processes by compiling data, updating forecasts, and analyzing variances. • Translate data into clear summaries and insights for sales leaders and internal stakeholders. • Serve as a day-to-day operational administrator for the CRM system (e.g., Salesforce), focused on reporting, user support, and data hygiene. • Monitor data quality and ensure consistent use of CRM processes by sales teams. • Partner with IT or external vendors to support minor system enhancements and issue resolution. • Assist with documentation of standard opportunity management and reporting processes. • Work closely with Sales, Finance, Marketing, and Operations to meet ongoing commercial reporting and operational needs. • Support commercial operations projects such as reporting enhancements, process updates, and new tool adoption. • Identify opportunities to improve efficiency, data quality, and reporting clarity. • Participate in change management activities by supporting communication and training related to commercial processes.

• Own on-site quality standards across all active enterprise accounts — warehousing, events, and retail • Ensure every account is staffed reliably, on time, and at the ratio the client expects — before the shift starts • Set and enforce the cadence by which Field Operations Managers maintain direct contact with leads and clients at every major account • Ensure incidents are identified, logged, triaged, and communicated to clients and account management teams • Deliver proactive monthly performance summaries to key accounts • Own the commercial implications of on-site investments — every lead deployed represents an investment, and this role ensures that cost is justified by the value it delivers to the account • Define the framework for when an account requires a dedicated on-site presence versus a remotely-managed model • Partner with Account Management and Finance to ensure field deployment decisions are commercially sound • Lead WorkWhile's build of an AI-enabled field operations model — the core question is how one Field Operations Manager can effectively oversee a workforce of many • Define what AI and automated systems should own: pre-shift confirmations, clock-in anomaly detection, attendance pattern recognition, early leave flagging, performance scoring • Define what humans must own: relationship-critical conversations, judgment calls under pressure, client escalations, lead development • Translate the above into a clear product and systems roadmap in partnership with Engineering and Data Science • Build the monitoring infrastructure that surfaces the right information to the right person at the right time — so the team is acting on signals, not searching for them • Own the health and size of the shift lead talent pool across all accounts and verticals • Build a standardized lead qualification, onboarding, and performance scoring program that works across warehousing, events, and retail • Develop a compliant, sustainable on-site talent model — one that attracts reliable leads, retains top performers, and removes underperformers with consistency • Define what high performance looks like at every stage of the lead lifecycle and build the systems to measure it • Manage and develop a team of Field Operations Managers across TriState, Mid-West, and West Coast markets • Run weekly performance reviews with all FOMs — account health, incidents, lead flags, commercial exposure