Senior Manager, Operations - Customer Service

Greenlight is the leading family fintech company on a mission to help parents raise financially smart kids. We proudly serve more than 6 million parents and kids with our award-winning banking app for families. With Greenlight, parents can automate allowance, manage chores, set flexible spend controls, and invest for their family’s future. Kids and teens learn to earn, save, spend wisely, and invest. 
At Greenlight, we believe every child should have the opportunity to become financially healthy and happy. It’s no small task, and that’s why we leap out of bed every morning to come to work. Because creating a better, brighter future for the next generation depends on it.
We are looking for a  Senior Manager of Operations, Customer Service to lead our customer service operations across all our contact centers (Atlanta, Bacolod, and Bogota). You will be responsible for the overall service delivery and performance of our call center operations.  You will lead the development of operational requirements across all our customer contact channels, as well as new product launches. You will also execute on process improvements, performance management, and technology initiatives to deliver a world class customer service experience at an efficient cost within each part of our customer service funnel.

Your day-to-day:

• Analyze customer contact trends and proactively collaborate with Product teams to reduce unnecessary friction that will improve the customer experience 
• Provide data-driven insights and feedback to Product on pain points that generate high support volume
• Partner with Product leaders across Greenlight to assess how customer service may impact (or be impacted) by new initiatives 
• Identify opportunities to improve self-service adoption through IVR, chatbot, and help center enhancements
• Manage relationships with key CS SaaS vendors including improving our existing services and evaluating new service offerings
• Track and improve key self-service metrics, such as containment and resolution rates
• Accountable for the day-to-day operational performance of our onshore and offshore contact centers including the qualitative and quantitative KPI metrics of the CS department
• Own all staffing requirements across our contact centers to ensure we consistently hit our operational metrics
• Develop a team of Managers within Customer Service including over 20 onshore reps
• Run experiments to test new operational strategies that improve the agent and customer experience
• Drive the planning and execution of Greenlight’s customer service operations 
• Ensure effective corrective actions are taken in response to customer complaints or otherwise identified quality problems

What you’ll bring to the team:

• Minimum of 5-7 years of experience in operations, with demonstrated results leading a team at some point in your career
• You’ve demonstrated an ability to develop, implement, and deliver a first class operations through performance management and process improvement in a dynamic and high growth business
• You have a track record of being a hands-on problem solver and driving continuous improvement – you don’t just identify issues; you get in there and fix them
• You have a high degree of self-ownership and accountability – you know mistakes will be made, but will do what it takes to resolve the issue
• Mentor and develop direct reports through regular coaching that allows their strengths to shine
• You can build a collaborative, results-oriented culture where team members are empowered to innovate and excel
• You bring people along through excellent communication and cross-functional collaboration with stakeholders across departments
• You are operationally diligent with a meticulous level of attention to detail 
• Skilled in monitoring and analyzing KPIs to track progress, identify areas for improvement, and drive operational excellence
• You have a proven ability to make strategic trade-offs, and can effectively make the trade-off between short-term and long-term needs
• An eagerness to learn industry trends and how new technologies can improve Greenlight’s customer experience

Work perks at Greenlight:

• Medical, dental, vision, and HSA match 
• Paid life insurance, AD&D, and disability benefits 
• Traditional 401k with company match
• Unlimited PTO 
• Paid company holidays and pop-up bonus holidays 
• Professional development stipends
• Mental health resources  
• 1:1 financial planners
• Fertility healthcare
• 100% paid parental and caregiving leave, plus cleaning service and meals during your leave
• Flexible WFH, both remote and in-office opportunities
• Fully stocked kitchen, catered lunches, and occasional in-office happy hours
• Employee resource groups

Our stance on salaries:Greenlight provides a competitive compensation package with a market-based approach to pay and will vary depending on your location, experience and skill set. The total compensation package for this position will also include a discretionary performance bonus, equity rewards, medical benefits, 401K match, and more. Greenlight conducts continuous compensation evaluations across departments and geographies to ensure we are keeping our pay current and competitive.
The estimated base pay range for this position in (NY, CA, WA): $140,000- $186,000The estimated base pay range for this position in (CO): $140,000- $170,000
Who we are:It takes a special team to aim for a never-been-done-before mission like ours. We’re looking for people who love working together because they know it makes us stronger, people who look to others and ask, “How can I help?” and then “How can we make this even better?” If you’re ready to roll up your sleeves and help parents raise a financially smart generation, apply to join our team.
Greenlight is an equal opportunity employer and will not discriminate against any employee or applicant based on age, race, color, national origin, gender, gender identity or expression, sexual orientation, religion, physical or mental disability, medical condition (including pregnancy, childbirth, or a medical condition related to pregnancy or childbirth), genetic information, marital status, veteran status, or any other characteristic protected by federal, state or local law. Apply