Manager, Emergency Cash Recipient Experience

🕒 Agosto 6

🌐 Estados Unidos, Reino Unido, +1 outros países – Remoto

🇺🇸 Estados Unidos – Remoto (EUA) 🇬🇧 Reino Unido – Remoto (RU) 🇰🇪 Quênia – Remoto

💵 $94.700 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

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GiveDirectly

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 2009

🤲 Filantropia

🤝 Sem Fins Lucrativos

🌍 Impacto Social

💰 $1.000.000 Grant em 2018-03

Charity • Non-profit • Social Impact

GiveDirectly é uma organização sem fins lucrativos dedicada a aliviar a pobreza por meio de transferências diretas de dinheiro para pessoas em situação de vulnerabilidade no mundo todo. Com a missão de apoiar quem vive com menos de US$ 2,15 por dia, a GiveDirectly empodera os beneficiários a tomarem suas próprias decisões financeiras ao entregar dinheiro incondicional diretamente a eles, utilizando tecnologia de mobile money. Sua abordagem inovadora recebeu amplo reconhecimento e foi estudada em numerosos projetos de pesquisa. Ao contornar mecanismos tradicionais de ajuda, a GiveDirectly busca transformar vidas de forma eficiente e escalável, oferecendo assistência direcionada em regiões como Bangladesh, Quênia e Estados Unidos, entre outras.

Descrição

• Own GiveDirectly's Emergency Cash recipient support function across all communication channels • Build and maintain standardized operating procedures, training materials, quality standards, and operational playbooks • Plan and deploy call center capacity for each Emergency Cash response • Recruit, onboard, train, and continuously improve call center personnel and partner organizations • Coach call center agents and provide real-time quality feedback on live tickets and calls • Monitor recipient interactions, identify quality issues, and improve recipient experience • Establish quality assurance processes, dashboards, and performance metrics • Analyze recipient feedback and support data to drive product, operational, and policy improvements • Define and enforce ticket workflow rules and SLAs • Own long-tail recipient support cases, escalations, and complex issues after program launch • Coordinate with Product, Delivery, Payments, and Engineering teams to resolve recipient issues • Manage consultants used for recipient-facing surge capacity • Develop scalable processes for exceptions, appeals, payment issues, and complex cases • Partner with Product and Engineering to improve recipient engagement, case management, and support technology • Lead operational rollout of new recipient support technologies • Oversee and continuously improve AI-powered recipient support agents • Identify automation opportunities while maintaining human oversight and high-quality recipient experiences

🎯 Requisitos

• 3–5 years of experience leading customer support, contact center operations, service delivery, recipient support, customer success, operations, or similar functions • Demonstrated experience building operational systems, procedures, and quality assurance processes • Experience leading teams delivering high-quality recipient or customer support at scale • Strong analytical skills and experience using operational data to identify trends and drive continuous improvement • Excellent project management skills and ability to independently lead cross-functional initiatives • Outstanding written and verbal communication skills • Ability to thrive in fast-moving, ambiguous environments while balancing operational excellence with recipient empathy • Demonstrated experience improving customer or recipient experience through process design and technology • Exceptional alignment with GiveDirectly's values and demonstration of emotional intelligence, problem solving, project management, follow-through, and inclusivity • Preferred: experience supporting humanitarian response, international development, or social impact programs • Preferred: experience managing outsourced or distributed contact center operations • Preferred: experience implementing or managing CRM, ticketing, or case management platforms • Preferred: experience with AI-powered customer support tools, chatbots, or conversational AI systems • Preferred: experience collaborating with product and engineering teams on customer-facing technology • Preferred: experience designing quality assurance frameworks, service metrics, and customer satisfaction measurement systems • Must be able to travel up to 30% of the time • Successful candidates may undergo reference, criminal background, and sanctions checks

🏖️ Benefícios

• Base compensation with 10% bonus at target performance and potential upside • Annual benefits stipend: $21,393 for US-based employees, £2,760 for UK-based employees, or $8,453 for Kenya-based employees • Professional growth opportunities • Approximately 1–2 team retreats per year • Fully remote work • $500 referral reward for a Manager role if the referral is hired • Reasonable accommodations during the application, interview, or employment process