Programmer Analyst I Jobs in Riverside, CA (NOW HIRING)

About Origence

With 30 years at the forefront of fintech innovation, we specialize in SaaS lending solutions that lead the industry. Our core mission is customer-centric, focusing on empowering Credit Unions across the United States with the tools to offer accessible, competitive lending services. We're deeply committed to enhancing the financial ecosystem for a broad network of credit unions, members and auto dealers. We invest in our greatest assets, our employees, and foster a culture of innovation and ownership through freedom and responsibility. We celebrate fiscal accountability, operational rigor and efficiency to create a sustainably healthy and robust business for the long term.

The Director, Client and Product Support, owns the Level I service delivery function within Client and Product Support directly leading two Assistant Managers who oversee the frontline Analyst IIII teams. Reporting to the Senior Director, this role is responsible for the operational performance of the Level I support organization: team development, service quality, Service Level compliance, and the continuous improvement of client support experience across the Origence product portfolio. The Director translates the Senior Director's strategy into team-level execution, serves as the senior people leader for the Level I analyst population, and contributes to cross-functional initiatives alongside the Senior Director.

Principal Responsibilities & Objectives

Team Leadership & Staff Development -35%

• Directly lead and develop assistant managers that oversee the Level I support team by providing operational coaching, performance feedback, and individualized development planning aligned to the Client and Product Support career framework.
• Manage staffing coverage, queue prioritization, and capacity planning across the Level I analyst population to ensure consistent service level standards.
• Hire, onboard, and ramp Level I team members applying the structured interview playbook to ensure values-aligned hiring at Analyst I.
• Build and sustain a coaching culture within the Level I team where feedback is continuous, learning is expected, and promotion readiness is actively cultivated.
• Develop the Assistant Manager layer toward Director-level readiness through delegation, stretch assignments, and transparent advancement criteria.
• Set and enforce AI proficiency expectations across Level I from Analyst I Awareness through Analyst III Champion integrating AI skill development into team coaching plans.

Level I Service Delivery & Operational Performance-35%

• Own Level I service delivery performance including first-contact resolution, case documentation quality, service level compliance, and client satisfaction outcomes.
• Define and monitor Level I KPIs: first-contact response, time-to-resolution, case progression rate, Level II handoff volume, and knowledge base utilization.
• Ensure seamless Level I case handling and clean handoffs to the Level II Sr. Analyst team maintaining consistent case documentation standards and case assignment criteria.
• Drive continuous improvement across Level I case management, team workflows, and client communication standards through data, coaching, and process discipline.
• Champion AI-enabled support delivery across the Level I team driving adoption, reporting productivity outcomes, and surfacing AI improvement opportunities to the Sr. Director.
• Oversee the Level I team's knowledge base participation ensuring analysts actively create, update, and apply KB articles aligned to KCS practices.

Client Experience & Cross-Functional Support-15%

• Monitor Level I client experience metrics tracking post-interaction satisfaction, resolution quality, and client effort data and presenting findings and improvement plans to the Sr. Director.
• Serve as the Level I representative in cross-functional forums with Product, Engineering, and Account Management surfacing client experience patterns and support signals.
• Partner with the Assistant Manager of the Level II team to ensure clean Level I-to-Level II case handoffs and effective feedback loops on case quality.
• Contribute to product readiness activities, release communications, and change management efforts that affect the Level I team's ability to support clients.

Governance, Process Excellence & Culture -15%

• Maintain governance and audit readiness across Level I operational processes, case documentation standards, and service management practices.
• Ensure policy and procedural updates are communicated to the Level I team promptly and consistently.
• Partner with the Sr. Director on Level I headcount planning, budget inputs, and operational improvement proposals.
• Model Origence core values and build an inclusive, accountable Level I team culture where ownership, learning, and client-first thinking are everyday expectations.
• Live the values: Value Team Members and Commit to Their Growth Imagine, Innovate, Inspire Optimize the Experience Achieve Exceptional Results.