Site Operations Manager

Figure; Reno (NV); Hybrid; USD 85,000 - 107,000; Full time

Benefits offered by this job

Comprehensive health coverage

Company HSA/FSA and 401(k)

Paid time off and holidays

Paid family leave

Job summary

Figure, based in Reno, Nevada, is hiring a Site Operations Manager to lead day-to-day operations, drive peak efficiency, and ensure regulatory compliance within a blockchain-enabled finance platform.

You will guide Team Managers, optimize KPIs, and promote a positive, inclusive culture while tackling complex customer issues and coordinating cross-functional processes.

Qualifications

• Minimum of 2 years in a leadership role, including at least 1 year in operations management, plus 1+ years in a direct customer-facing role.

Responsibilities

• Provide oversight, mentorship, and guidance to a team of Team Managers, ensuring strict adherence to Figure's quality standards and productivity goals.
• Set and achieve ambitious performance KPIs (including handle time, CSAT, and SLAs) by utilizing data-driven reporting to optimize team efficiency.
• Partner with Team Managers to conduct regular coaching sessions, fostering professional growth and driving accountability across the team.
• Act as a point of escalation, equipping your leaders with the tools and strategies needed to resolve complex customer situations promptly.
• Lead weekly Operations Management syncs to identify process inefficiencies, streamline workflows, and elevate the overall customer journey.
• Ensure all agents consistently adhere to Originations policies, industry regulations, and legal compliance requirements.
• Champion a positive, inclusive work culture that motivates team members and fosters cross-functional collaboration.
• Spearhead strategic projects aligned with departmental goals, leveraging big-picture thinking to drive impactful results.

Skills

Leadership

Customer-facing

Regulatory compliance

Data-driven

Education

BA/BS degree

Job description

About Figure

Figure (NASDAQ: FIGR) is transforming capital markets through blockchain. We’re proving that blockchain isn’t just theory - it’s powering real products used by hundreds of thousands of consumers and institutions.

By combining blockchain’s transparency and efficiency with AI-driven automation, we’ve reimagined how loans are originated, funded, and traded in secondary markets. From faster processing times to lower costs and reduced bias, our technology is helping borrowers, investors, and financial institutions achieve better outcomes.

Together with our 170+ partners, we’ve originated over $22 billion in home equity loans (HELOCs) on our blockchain-native platform, making Figure the largest non-bank provider of home equity financing in the U.S. Figure’s ecosystem also includes YLDS, an SEC-registered yield-bearing stablecoin that operates as a tokenized money market fund, and several other products and platforms that are reshaping consumer finance and capital markets.

We’re proud to be recognized as one of Forbes’ Most Innovative Fintech Startups in 2025 and Fast Company’s Most Innovative Companies in Finance and Personal Finance.

About The Role

At Figure, we are looking for a results-driven, hands-on leader who is deeply curious about innovative blockchain technology and financial services.

As a Site Operations Manager, you will oversee day-to-day operations, ensuring peak efficiency, productivity, and rigorous compliance. By leveraging your strategic mindset and problem-solving skills, you will drive brand engagement, troubleshoot complex issues, and ensure ultimate customer success. You will be instrumental in keeping Figure accountable to its customers by leading your team with deep knowledge and empathy.

This is a hybrid role based out of our Reno, Nevada office.

What You’ll Do

• Provide oversight, mentorship, and guidance to a team of Team Managers, ensuring strict adherence to Figure's quality standards and productivity goals.
• Set and achieve ambitious performance KPIs (including handle time, CSAT, and SLAs) by utilizing data-driven reporting to optimize team efficiency.
• Partner with Team Managers to conduct regular coaching sessions, fostering professional growth and driving accountability across the team.
• Act as a point of escalation, equipping your leaders with the tools and strategies needed to resolve complex customer situations promptly.
• Lead weekly Operations Management syncs to identify process inefficiencies, streamline workflows, and elevate the overall customer journey.
• Ensure all agents consistently adhere to Originations policies, industry regulations, and legal compliance requirements.
• Champion a positive, inclusive work culture that motivates team members and fosters cross-functional collaboration.
• Spearhead strategic projects aligned with departmental goals, leveraging big-picture thinking to drive impactful results.

What We Look For

• Minimum of 2 years in a leadership role, including at least 1 year in operations management, plus 1+ years in a direct customer-facing role.
• An NMLS License that has been active within the last 5 years OR willingness to obtain an NMLS license within 90 days of employment.
• Previous experience in tech support, mortgage, financial services, or the banking sector.
• BA/BS degree from an accredited university is preferred.
• A value-driven leader who naturally fosters a culture built on respect, accountability, and a relentlessly positive, problem-solving mindset.
• Confident, compassionate communication skills with the agility to adapt to ongoing refinements in business processes.
• Highly process-driven organizational skills with an eye for detail.
• A quick and flexible learning style with the ability to navigate new technology platforms and successfully complete all regulatory compliance training.
• Adhere to all company security policies and data handling procedures.
• Complete mandatory security awareness training within required timeframes.
• Promptly report any suspected security incidents or suspicious activity to the Security team.

Salary

• Base Compensation Range: $85,360 - $106,700/year
• 25% annual bonus target, paid quarterly
• Company equity in the form of RSUs

This is the compensation range for the role in the United States. Actual compensation may vary based on a candidate’s experience, skills, location, internal equity, and evolving business needs. While most offers are generally made within the middle of the range, final compensation is determined based on the factors above.

Benefits

• Comprehensive medical, dental, and vision coverage, with 100% employer-paid premiums for employees and their dependents on select plans
• Company HSA, FSA, Dependent Care FSA, 401(k), and commuter benefits
• Employer-paid life and disability insurance
• 11 observed holidays and PTO plan
• Up to 12 weeks of paid family leave
• Continuing education reimbursement

Depending on your residential location certain laws might regulate the way Figure manages applicant data. California Residents, please review our California Employee and General Workforce Privacy Notice for further information. By submitting your application, you are agreeing and acknowledging that you have read and understand the above notice.

Figure will not sponsor work visas for this position. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.