Manager Business Process - Level20

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As a manager of business process at Level20, you'll support our newly launched personal loan product, Oriel. You'll lead a team responsible for designing, operating, and optimizing processes that support the launch and service of Oriel. In this role, you'll drive program management and operational process execution, ensuring procedures are clearly documented, communicated, and followed. You'll partner with compliance, legal, product, engineering and other cross-functional teams to translate direction and strategy into actionable steps and maintain alignment with regulatory expectations. Additionally, you'll focus on continuous improvement that supports accuracy, scalability, and strong customer outcomes.

At Level20 (https://www.Level20.com and https://www.progressive.com/careers/our-teams/level20/), Progressive's growth incubator, we fuel growth for the company through the exploration and development of new-to-market products. Our team has the backing of Progressive, which gives us access to a larger resource pool than a traditional start-up.

This is a hybrid role in downtown Cleveland OH (Office Location: 800 W Saint Clair Ave STE 200, Cleveland, Ohio 44113) with free parking. Work-from-home-days are possible for this position (Monday and Friday).

Must-have qualifications

• A minimum of 9 years experience in business process (e.g. end-to-end process development, process design, etc.) and at least 2 years of leadership experience (e.g., management role)
• {OR} Bachelor's degree or higher and a minimum of 6 years experience in business process (e.g. end-to-end process development, process design, etc.) and at least 2 years of leadership experience (e.g., management role)

Preferred skills

• Background supporting customer service operations in a lending or fintech environment, including familiarity with regulatory requirements (KYC, OFAC, AML, ID Theft, FCRA, BSA, Reg Z, Reg B, etc.)
• Experience building or operationalizing compliant customer service processes with the ability to monitor quality and drive improvements as business needs evolve
• Proven success in handling complex customer service escalations and collaborating closely with legal and compliance teams on documentation, implementation, and auditing
• Skilled in enhancing workflows and tools to improve efficiency and effectiveness in customer service execution
• Ability to translate customer and operational insights into actionable changes; Strong problem-solving skills with the ability to investigate issues across systems, identify root causes, and drive resolution

Compensation

• $130,000 - $160,000
• Gainshare annual cash incentive payment up to 40% of your eligible earnings based on company performance

Benefits

• 401(k) with dollar-for-dollar company match up to 6%
• Medical, dental & vision, including free preventative care
• Wellness & mental health programs
• Health care flexible spending accounts, health savings accounts, & life insurance
• Paid time off, including volunteer time off
• Paid & unpaid sick leave where applicable, as well as short & long-term disability
• Parental & family leave; military leave & pay
• Diverse, inclusive & welcoming culture with Employee Resource Groups
• Career development & tuition assistance

Energage recognizes Progressive as a 2025 Top Workplace for: Innovation, Purposes & Values, Work-Life Flexibility, Compensation & Benefits, and Leadership.

Equal Opportunity Employer

Applicants must be authorized to work for any employer in the U.S. without the need or potential need, of current or future sponsorship for employment. Progressive does not hire candidates with (e.g., F-1 CPT, OPT, or STEM OPT, H-1B, O-1, E-3, TN) statuses for this role.

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