Technical Operations Manager at Modernize Home Services
United States
$85k - $100k
<div class="content-intro"><p><strong>Company Overview</strong></p> <p>At Modernize (a QuinStreet division) our mission is to simplify home improvement by inspiring motivated homeowners and connecting them with qualified contractors. Our foundation is based on 20 years as a driving force as Home Improvement Leads in online lead generation – connecting homeowners with high–quality contractors – in the $500 billion annually grossing home improvement market. We’re working hard on a new brand and new products to cater to homeowners and the most successful contractors in the industry.</p> <p>We’re looking for sharp, motivated individuals to join our growing team. Teammates who enjoy using technology to solve problems will thrive in our dynamic startup environment. We have an open floor plan that encourages the entire team to participate in critical discussions and allows everyone to be a vital contributing factor. You’ll enjoy our hip, newly renovated office in the heart of downtown with a view of the capital and the downtown skyline.</p></div><p><span data-contrast="auto">At Modernize (a QuinStreet division) our mission is to simplify home improvement by inspiring motivated homeowners and connecting them with qualified contractors. 360 Finance is our point-of-sale financing platform that empowers contractors to offer financing to homeowners while connecting them with trusted lending partners. We're looking for sharp, motivated individuals to join our growing team.</span><span data-ccp-props="{"335559739":100}"> </span></p> <p><strong><span data-contrast="auto">Job Category</span></strong><span data-ccp-props="{"335559738":160,"335559739":60}"> </span></p> <p><span data-contrast="auto">Modernize Home Services is seeking a Tech Ops Associate to join the 360 Finance engineering organization. In this position, you will serve as the operational layer between business teams (account management, lender operations, customer support) and engineering. You will own day-to-day platform configuration, production support triage, lender budget monitoring, and operational reporting. You are process and data-driven with great attention to detail. Using your analytical skills, you will dig into issues, resolve them independently where possible, and escalate with context when engineering involvement is required. </span><span data-ccp-props="{"335559739":100}"> </span></p> <p><strong><span data-contrast="auto">Responsibilities</span></strong><span data-ccp-props="{"335559738":160,"335559739":60}"> </span></p> <ul> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><strong><span data-contrast="auto">Platform Configuration</span></strong><span data-ccp-props="{"335559739":40}"> </span> <ul> <li><span data-contrast="none">Configure and enable new lenders and contractor clients on the platform including setting up lender-specific rules and client accounts, and validating the integration before go-live</span><span data-ccp-props="{"335559739":40}"> </span></li> <li><span data-contrast="none">Maintain lender-specific trade mappings and offer configurations — updating mappings as lenders add or remove trade categories, and keeping offer terms (rates, caps, eligibility) in sync with lender changes to prevent stale configurations</span><span data-ccp-props="{"335559739":40}"> </span></li> </ul> </li> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><strong><span data-contrast="auto">Production Support & Triage</span></strong><span data-ccp-props="{"335559739":40}"> </span> <ul> <li><span data-contrast="auto">Monitor production application health — identify stuck applications, error states, and status anomalies</span><span data-ccp-props="{"335559739":40}"> </span></li> <li><span data-contrast="auto">Apply known-fix runbook resolutions: retries, status resets, resubmissions</span><span data-ccp-props="{"335559739":40}"> </span></li> <li><span data-contrast="auto">Process project status changes, loan amount adjustments, refunds, and cancellations per documented business rules</span><span data-ccp-props="{"335559739":40}"> </span></li> <li><span data-contrast="auto">Investigate and resolve account/authentication issues (password resets, email delivery failures)</span><span data-ccp-props="{"335559739":40}"> </span></li> <li><span data-contrast="auto">Escalate true application bugs to engineering with documented reproduction steps</span><span data-ccp-props="{"335559739":40}"> </span></li> <li><span data-contrast="auto">Coordinate with Call Center team to ensure weekend/off-hours issues are ticketed for Monday triage</span><span data-ccp-props="{"335559739":40}"> </span></li> </ul> </li> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><strong><span data-contrast="auto">Lending Operations Monitoring</span></strong><span data-ccp-props="{"335559739":40}"> </span> <ul> <li><span data-contrast="auto">Review delayed funding against lender SLAs weekly; flag projects stuck awaiting or delayed in disbursement (funding-complete or pending-funding status)</span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":259}"> </span></li> <li><span data-contrast="auto">Review lending health indicators such as approval rates, funding turnaround time, and decline reasons to monitor service quality</span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":259}"> </span></li> <li><span data-contrast="auto">Surface opportunities to account management and lender ops such as geographies with unfulfilled budget, and clients with low platform usage so they can act on them.</span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":259}"> </span></li> </ul> </li> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><strong><span data-contrast="auto">Data & Reporting</span></strong><span data-ccp-props="{"335559739":40}"> </span> <ul> <li><span data-contrast="none">Support ad hoc data pulls for account management, lender ops, and leadership</span><span data-ccp-props="{"335559739":40}"> </span></li> <li><span data-contrast="auto">Use SQL to troubleshoot data discrepancies and answer operational questions</span><span data-ccp-props="{"335559739":40}"> </span></li> <li><span data-contrast="auto">Support reporting needs by coordinating data validation with the analysts and product team</span><span data-ccp-props="{"335559739":40}"> </span></li> </ul> </li> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1"><strong><span data-contrast="auto">Documentation & Process Improvement</span></strong><span data-ccp-props="{"335559739":40}"> </span> <ul> <li><span data-contrast="auto">Document SOPs for all repeatable tasks; build and maintain production support runbooks</span><span data-ccp-props="{"335559739":40}"> </span></li> <li><span data-contrast="auto">Identify patterns in incoming requests that indicate systemic issues or tooling gaps</span><span data-ccp-props="{"335559739":40}"> </span></li> <li><span data-contrast="auto">Strategize process improvements that reduce manual work and support business scaling</span><span data-ccp-props="{"335559739":40}"> </span></li> </ul> </li> </ul> <p><strong><span data-contrast="auto">Requirements</span></strong><span data-ccp-props="{"335559738":160,"335559739":60}"> </span></p> <ul> <li><span data-contrast="auto">3+ years in technical operations, production support, or data operations — preferably in fintech, lending, or SaaS</span><span data-ccp-props="{"335559739":40}"> </span></li> <li><span data-contrast="auto">Proficiency and comfort using AI tools to help scope analyses, troubleshoot data issues, and diagnose operational problems</span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":259}"> </span></li> <li><span data-contrast="auto">Comfort navigating admin tools, internal platforms, and CRM systems (Salesforce experience a plus)</span><span data-ccp-props="{"335559739":40}"> </span></li> <li><span data-contrast="auto">Experience with BI/reporting tools (Tableau, ThoughtSpot, Excel) for building and maintaining operational dashboards</span><span data-ccp-props="{"335559739":40}"> </span></li> <li><span data-contrast="auto">Strong analytical and problem-solving skills; able to dig into data to identify root causes</span><span data-ccp-props="{"335559739":40}"> </span></li> <li><span data-contrast="auto">Strong written communication skills — documenting procedures, writing runbooks, updating stakeholders</span><span data-ccp-props="{"335559739":40}"> </span></li> <li><span data-contrast="auto">Ability to read application logs and error messages at a surface level to perform triage (not expected to write code)</span><span data-ccp-props="{"335559739":40}"> </span></li> <li><span data-contrast="auto">Organized and detail-oriented; comfortable working from a ticket queue and maintaining SLAs</span><span data-ccp-props="{"335559739":40}"> </span></li> <li><span data-contrast="auto">Self-motivated with the ability to learn new systems quickly and operate independently once trained</span><span data-ccp-props="{"335559739":40}"> </span></li> <li><span data-contrast="auto">Comfortable challenging others directly when processes aren't being followed or requests lack required information</span><span data-ccp-props="{"335559739":40}"> </span></li> </ul> <p><strong><span data-contrast="auto">Preferred</span></strong><span data-ccp-props="{"335559738":160,"335559739":60}"> </span></p> <ul> <li><span data-contrast="auto">Experience in home improvement, lending, or financial services platforms</span><span data-ccp-props="{"335559739":40}"> </span></li> <li><span data-contrast="auto">Understanding of lending compliance standards and vulnerable population requirements</span><span data-ccp-props="{"335559739":40}"> </span></li> <li><span data-contrast="auto">Familiarity with lender integration workflows and API-driven platforms</span><span data-ccp-props="{"335559739":40}"> </span></li> <li><span data-contrast="auto">Experience with Postman or similar API testing tools for basic troubleshooting</span><span data-ccp-props="{"335559739":40}"> </span></li> <li><span data-contrast="auto">Exposure to Agile/Scrum methodologies</span><span data-ccp-props="{"335559739":40}"> </span></li> </ul> <p><span data-teams="true">The expected salary range for this position is $85,000 USD to $100,000 USD annually. This salary range is an estimate, and the actual salary may vary based on the Company’s compensation practices. The salary may be adjusted based on applicant's geographic location. The position is also eligible to receive performance bonus or commission and equity in the form of restricted stock units. This position is eligible to participate in the Company’s standard employee benefits programs, which currently include health care benefits; (2) retirement benefits; (3) the amount of paid days off (paid sick leave, parental leave, paid time off, or vacation benefits); (4) any other tax-reportable benefits.</span></p> <p><span data-teams="true">#LI-REMOTE</span></p><div class="content-conclusion"><p>Modernize (a QuinStreet division) is an equal opportunity employer. We do not discriminate based on race, color, religion, national origin, pregnancy status, sex, age, marital status, disability, sexual orientation, gender identity, or any other characteristics protected by law.</p> <p>Please see QuinStreet’s Employee Privacy Notice <a class="x_csg-mark-link" href="https://www.quinstreet.com/employee-privacy-notice/" target="_blank" data-auth="NotApplicable" data-safelink="true" data-linkindex="4">here.</a></p></div>
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