• Lead a small team of program/business analysts responsible for back-office operations for the ICAM program • Own back-office processes and improvements • Coach analysts and interface across program management, finance/contracts, engineering, and compliance • Ensure execution of purchase requests, procurements, asset management, deliverables, proposal development, subcontract management, and senior leader communications • Define, document, and improve back-office workflows and templates • Collaborate daily with PMO leads, Program People Managers, Finance/Contracts, and Engineering Leadership • Manage and develop analysts performing back-office business functions • Establish clear SOPs, templates, processes, and quality bars for program deliverables • Oversee several back-office activities, such as purchase requests, hardware/software asset management, program labor onboarding/offboarding, proposal development, and procurements • Interface with business support teams to facilitate data calls and task actions • Maintain the program deliverables calendar to track, consolidate, and ensure deadlines are met • Help ensure program compliance with internal and external policies • Prepare and support audits as required • Facilitate cross-functional working sessions to resolve process quality issues

• Facilitate Kaizen Events: Lead and manage kaizen event workshops to map out and design the designed state of processes • Analyze and Improve Processes: Employ Lean Six Sigma methodologies to conduct thorough analyses of designed processes • Project Management: Take ownership of process improvement projects from inception to completion • Robust Reporting & Insights: Work closely with the CX Insights team to design and implement measurement systems that effectively track key performance indicators (KPIs), service level agreements (SLAs), and other relevant metrics • Operational Readiness: Assess and ensure that all systems, processes, and technology are fully operational and ready for deployment before the go-live date • Continuous Improvement: Lead initiatives to drive ongoing improvements in customer experience and operational efficiency • Root Cause Analysis: Conduct in-depth root cause analysis to address and resolve issues that arise during DDI projects.

• Own and maintain project management systems, including ClickUp and related operational tools. • Develop project plans, timelines, deliverables, and ownership assignments. • Monitor project progress and ensure deadlines are met. • Implement robust follow-up mechanisms to track tasks, dependencies, and deliverables. • Identify and proactively resolve project risks, bottlenecks, and operational challenges. • Provide regular project status updates to leadership. • Ensure all projects contain clear owners, deadlines, documentation, and success criteria. • Serve as the primary operational liaison between departments. • Facilitate communication and alignment across Customer Service, Marketing, Finance, Development, Provider Operations, and Pharmacy Partners. • Coordinate meetings, agendas, action items, and follow-up activities. • Resolve operational conflicts and ensure timely decision-making. • Support leadership in driving organizational priorities and initiatives. • Define, maintain, and enforce launch processes for all new products, services, and operational initiatives. • Coordinate launch readiness activities across all departments. • Manage implementation timelines and launch checklists. • Ensure operational, customer support, provider, pharmacy, and marketing teams are prepared before launch. • Monitor post-launch performance and address operational issues. • Analyze existing workflows and identify opportunities for efficiency improvements. • Develop, maintain, and update Standard Operating Procedures (SOPs). • Create process documentation, training materials, and operational playbooks. • Establish best practices and quality assurance standards across departments. • Manage relationships with operational vendors and software providers. • Track key operational metrics and performance indicators.

About Finalytics Finalytics.ai is the behavioral intelligence platform that helps credit unions and community banks turn their digital channels into personalized, high-converting member experiences. We are a back-to-back Finovate Best of Show winner (2025 and 2026), building the technology that lets community financial institutions compete with the largest fintechs on experience while keeping the trust that makes them different. About the role We are hiring a sharp, resourceful right hand to the CEO. This is a true generalist role: you will keep the business running across operations, marketing, people, and legal coordination, and you will be the face of Finalytics at industry events. Some days that means running our calendar, inbox, travel, and meeting prep. Other days it means staffing our booth at a conference and explaining what we do to credit union executives, onboarding a new hire, or moving a contract through to signature. The common thread is ownership. We want someone we can hand a half-formed, ambiguous task and trust to figure it out and run it all the way to the finish, with very little direction. What you will own Conferences and events - Run our presence at industry conferences end to end: logistics, shipping, booth setup, scheduling, and post-event follow-up. - Travel to events and represent Finalytics on site, including staffing the booth and starting conversations with the right prospects. - Learn our product and market well enough to explain clearly and credibly what we do and why it matters. - Capture leads and make sure nothing slips through the cracks after the event ends. Marketing execution - Coordinate and keep current our marketing collateral: presentations, one-pagers, and event materials. - Help run our social and content cadence and keep our CRM clean and organized. - Keep marketing projects moving, owned, and on schedule. Executive support - Own the CEO's calendar, inbox triage, and travel. - Prepare briefing materials and agendas ahead of key meetings so every conversation is well prepared. - Track action items and follow-ups, and make sure they get done. People and HR operations - Run onboarding and offboarding so new team members start strong and everything is handled. - Coordinate recruiting: schedule interviews, manage candidate communication, and keep the hiring process moving. - Administer benefits, PTO, and our HR and payroll systems. - Maintain the employee handbook and people records, and help support day-to-day compliance in coordination with the CEO and outside experts. - Help plan the team and culture moments that keep a distributed group connected. Legal and contract operations - Manage the contract pipeline from draft to signature, and keep everything organized and on track. - Coordinate with outside counsel and prepare first drafts and clean-up edits for their review. - Organize NDAs, vendor agreements, order forms, and renewals, and flag key dates and obligations before they come due. - Run e-signature workflows and maintain a clean, searchable record of everything executed. Internal coordination - Keep internal communication flowing and help the team stay aligned on what is happening and what is due. - Be the person who notices what is slipping and quietly fixes it before it becomes a problem. What we are looking for - You are smart, resourceful, and high judgment. Hand you an open-ended problem and you find the right answer and run it without hand-holding. - You are an excellent communicator, in writing and in person, and you are comfortable and polished in front of senior executives. - You are exceptionally organized and detail oriented. Things do not fall through the cracks on your watch. - You can learn a sophisticated product quickly and explain it simply. - You are happy to travel to conferences and events, which cluster in spring and fall (roughly six to ten a year). - You handle confidential people, financial, and legal matters with complete discretion. Nice to have - Experience in fintech, financial services, or B2B SaaS. - People operations, HR, or recruiting coordination experience. - Contract administration or legal operations experience. - Familiarity with HubSpot, an HRIS or PEO (such as Gusto, Rippling, or Justworks), and e-signature tools. - Comfort with content and design tools such as Canva or Figma. - Event or trade show experience. The details - Compensation: $110,000 to $150,000 base, depending on experience. - Location: Remote (US) with travel, or hybrid in San Francisco. - Travel: Approximately 25 to 40 percent during peak conference months, lighter the rest of the year. - Reports to: CEO. How to apply Email your resume to craig@finalytics.ai along with two or three sentences on a time you were handed something messy and made it work. We read those first.