Operations Quality and Content Program Lead
Empower
Location
Remote - US
Employment Type
Full time
Location Type
Remote
Department
Customer Support & Operations
Compensation
- $100K – $115K • Offers Equity
Join the Tilt team
At Tilt (formerly Empower), we see a side of people that traditional lenders miss. Our mobile-first products and machine learning-powered credit models look beyond outdated credit scores, using over 250 real-time financial signals to recognize real potential. Named among the next billion-dollar startups, we're not just changing how people access financial products — we're creating a new credit system that backs the working, whatever they're working toward.
The opportunity: Operations Quality and Content Program Lead
Tilt is looking for an Operations Quality and Content Program Lead to enhance the effectiveness of our fraud, risk, and back office operations. In this role, you’ll own learning, content, and quality assurance.
You will be responsible for fostering excellence within our internal and external operations teams by building and maintaining essential infrastructure. This includes ensuring operations specialists and analysts are expertly trained, thoroughly informed, and consistently performing at their best.
This role sits at the intersection of people, process, and technology, requiring a holistic, insight-driven approach to performance improvement. You will also oversee all operations escalations to identify coaching opportunities and close process gaps.
Working cross-functionally with Vendor Management, Compliance, Digital Transformation, and Customer Support, you will ensure that all tools, workflows, and messages align with our mission and business objectives. The ultimate goal is to build a support organization capable of scaling with excellence. This position reports to the Senior Operations Manager.
Tilt is a remote-first company that fosters connectivity through regular offsites. Travel for company offsites is required at least twice per year.
How you’ll make an impact
Refinement of Training Programs: Refine and review onboarding and ongoing training programs, improving the operations team’s readiness, retention, and performance across multiple workloads.
Drive QA Strategy & Automation: Champion the advancement of our quality assurance program. Utilize AI to optimize reviews, pinpoint performance patterns, and automate feedback processes.
Own Knowledge & Content Systems: Maintain, organize, and update internal and external knowledge bases, FAQs, SOPs, and training materials to ensure accuracy, accessibility, and alignment with business objectives.
Partner for Operational Excellence: Work with the Vendor Management, Digital Transformation, and Compliance teams to ensure content, workflows, and training are aligned with evolving policies, systems, and customer needs.
Analyze and Act on Escalation Trends: Leverage insights gleaned from escalations and Quality Assurance (QA) to enhance enablement programs and drive continuous improvement throughout the support experience lifecycle.
Why you’re a great fit
5+ years of experience in training design and QA systems
4+ years of fraud and back office banking operations experience (ideally in a B2C fintech or financial services environment)
Proven ability to support Quality Assurance efforts, and provide timely feedback and readily accessible resources to Tilt’s BPO/external teams to achieve optimal performance
Experience supporting team members by providing coaching, performance management, and career development in a fast-paced production based environment
Comprehensive grasp of the training-performance-automation feedback loop, and adeptness in leveraging data to bridge performance deficits
Skilled in instructional design, adult learning principles, and contemporary L&D technologies, including Learning Management Systems (LMS), Quality Assurance (QA) tools, and knowledge bases
Demonstrated ability to lead QA program development across internal and external operations teams, including creating scorecards, calibration processes, and reporting
Experienced in creating scalable solutions by synthesizing data, feedback, and strategy
Familiarity with banking regulations and payment processes (ex. Reg E, Reg Z, UDAAP, FCRA)
Excellent communication and cross-functional collaboration skills
Our interview process
Initial Recruiter Call: A conversation to learn about your experience and what you're looking for in your next role.
Hiring Manager Interview: A deeper discussion about your background and the Operations Quality and Content Program Lead role
Skills Panel: Meet with Tilt team members to discuss your expertise and approach to problem-solving.
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Leadership Conversations: Final conversations with our CFO and CEO to discuss our mission and how you could contribute to it (and how we can help you achieve your career goals along the way).
Don’t meet every qualification? We care about potential over your past. If you're bringing ambition and drive to what we're building, we want to hear from you.
What you'll get at Tilt
Virtual-first teamwork: The Tilt team is collaborating across 14 countries, 12 time zones, and counting. You’ll get started with a WFH office reimbursement.
Competitive pay: We're big on potential, and it's reflected in our competitive compensation packages and generous equity.
Complete support: Find flexible health plans at every premium level, and substantial subsidies that stand up to global standards.
Visibility is yours: You can count on direct exposure to our leadership team — we’re a team where good ideas travel quickly.
Paid global onsites: Magic happens IRL: we gather twice yearly to reconnect over shared meals or kayaking adventures. (We’ve visited Vail, San Diego, and Mexico City, to name a few.)
Impact is recognized: Growth opportunities follow your contributions, not rigid promotion timelines.
The Tilt Way
We're looking for people who chase excellence and impact. Those who stand behind their work, celebrating the wins and learning from the missteps equally. We foster an environment where every voice is valued and mutual respect is non-negotiable — brilliant jerks need not apply. We're in this together, working to expand access to fair credit and prove that people are incredible. When you join us, it's not just another day at the [virtual] office, you're helping millions of hardworking people reach better financial futures.
You’re pushing ahead in your career? We can get behind that. Join us in building the credit system that people deserve.
Compensation Range: $100K - $115K
