Principal, Business Operations

Job description

Why This Role Matters As Principal, Business Operations at Greenbox Capital, you will help define how the company operates , scales, and makes decisions. You will transform ambiguous business problems into clear workflows, operating models, business rules, implementation requirements, and measurable operating outcomes across underwriting, renewals, funding, servicing, sales, risk, product, data, and technology. This is a senior individual-contributor role for someone who can move from diagnosis through implementation. You will identify operational friction, design future-state processes, align cross-functional stakeholders, support rollout and adoption, and measure whether the change delivered meaningful business impact. AI and automation may be used where appropriate , but they are not the identity of the role. The core focus is business-process transformation, adoption, and measurable improvement. What Success Looks Like Transform complex or inconsistent workflows into scalable, adopted operating processes. Reduce friction, rework, delays, manual touches, and unclear ownership. Improve outcomes tied to conversion, productivity, speed, capacity, customer or broker experience, risk controls, margin, or cost efficiency. Lead workflow redesign from initial diagnosis through pilot, rollout, adoption, and measurement. Build alignment across executives, frontline teams, and Product, Technology, Data, Engineering, and Operations. Connect process changes to a clear business case, measurable outcomes, and sustained usage. Create business rules, controls, handoffs, and implementation requirements that teams and systems can execute consistently. What You’ll Do: Diagnose and Prioritize Opportunities Investigate operational friction across underwriting, renewals, funding, servicing, sales, risk, product, data, and customer or broker workflows. Interview stakeholders to understand current processes, decision logic, handoffs, controls, pain points, and exceptions. Identify the root causes behind delays, leakage, rework, inconsistent execution, data gaps, unclear ownership, and adoption challenges. Prioritize opportunities based on business impact, ROI, customer or broker experience, risk, scalability, and implementation feasibility. Design Future-State Workflows Redesign workflows, handoffs, decision paths, escalation rules, controls, exception processes, and operating rhythms. Define roles, responsibilities, decision rights, operating definitions, and governance expectations. Align stakeholders on the future-state process before technology or automation is applied. Determine where a process needs better design, clearer rules, stronger data, human judgment, simple automation, or AI-enabled support. Define Business Rules and Implementation Requirements Capture business rules, decision paths, workflows, handoffs, operating definitions, controls, and implementation requirements. Use clear, structured formats such as process maps, decision trees, SOPs, tables, responsibility matrices, or rules documentation. Translate business needs into actionable requirements for Product, Technology, Data, Engineering, AI Operations, and operational teams. Define KPIs, leading indicators, adoption measures, ROI logic, and reporting requirements. Improve clarity and traceability across system fields, workflow statuses, routing logic, manual overrides, exception paths, and controls. Lead Implementation and Adoption Drive cross-functional execution from diagnosis through design, pilot, rollout, adoption, and measurement. Create implementation plans, stakeholder communications, SOP updates, training materials, and enablement resources. Influence teams and drive behavior change without direct authority. Identify risks, manage tradeoffs, escalate blockers, and maintain accountability across stakeholders. Track adoption and operating performance after launch and refine the process based on results. Apply AI and Automation Judgment Evaluate where AI, automation, workflow tooling, deterministic rules, or human-in-the-loop processes can improve outcomes. Determine whether a workflow is ready for automation or first requires cleaner data, better design, clearer rules, or stronger controls. Partner with Product, Technology, Data, Engineering, and AI Operations to test and validate automated or AI-enabled workflows where appropriate . Ensure solutions reflect business intent and support the desired operating, customer, broker, risk, and financial outcomes. You’re a Strong Fit If: You have personally transformed a messy business workflow into an adopted, measurable operating improvement. You can connect workflow changes to business outcomes. You are comfortable investigating ambiguous problems and creating structure where none exists . You know how to challenge assumptions, ask the right questions, and uncover the real source of an operational problem. You can drive cross-functional adoption without direct authority. You can simplify complexity for both executives and frontline users. You are comfortable working directly with senior leaders and presenting clear, structured recommendations. You understand that documentation is necessary, but implementation and sustained usage are the real measures of success. You demonstrate natural curiosity, adaptability, sound judgment, and a bias for action. What You’ve Done Before: Five or more years of experience in business operations, operational strategy, business-process transformation, systems design, process improvement, product operations, management consulting, or a related field. Direct ownership of business-process transformation from diagnosis through implementation, adoption, and measurable outcomes. Experience improving workflows in areas such as revenue, sales, renewals, customer or broker funnels, underwriting, funding, servicing, risk, or internal operations. Evidence of improving outcomes such as conversion, cycle time, capacity, productivity, adoption, customer or broker experience, risk controls, or operating efficiency. Experience leading cross-functional initiatives in a startup, scale-up, or transformation environment. Experience working with executive stakeholders and influencing decisions across teams. Experience translating business needs into operational, product, data, or technology requirements. A bachelor’s degree is required . An MBA is preferred but not required . Management consulting or strategy and operations experience is helpful, but demonstrated in-house ownership of transformation work is equally relevant. Helpful Tools and Expertise: You do not need to be an engineer or technical implementation specialist. Helpful experience may include: Workflow and process mapping Operating-model design CRM and lifecycle workflows Routing logic and exception management Requirements gathering Root-cause analysis KPI and ROI definition Implementation and adoption planning Product, technology, data, or engineering partnership Automation tools or AI-enabled workflows Structured formats such as decision trees, rules tables, YAML, or JSON These tools support the work; they are not the role itself. Greenbox Capital is an equal opportunity employer. We consider qualified applicants without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other legally protected characteristic.