Manager, Emergency Cash Recipient Experience

🕒 August 6

🌐 United States, United Kingdom, +1 more countries – Remote

🇺🇸 United States – Remote 🇬🇧 United Kingdom – Remote 🇰🇪 Kenya – Remote

💵 $94.7k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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GiveDirectly

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2009

🤲 Charity

🤝 Non-profit

🌍 Social Impact

💰 $1M Grant on 2018-03

Charity • Non-profit • Social Impact

GiveDirectly is a non-profit organization dedicated to alleviating poverty by providing direct cash transfers to individuals in need around the world. With a mission to help people living on less than $2. 15 per day, GiveDirectly empowers recipients to make their own financial decisions by delivering unconditional cash directly to them, leveraging mobile money technology. Their innovative approach has led to broad recognition and has been studied in numerous research projects. By bypassing traditional aid mechanisms, GiveDirectly aims to efficiently and scalably transform lives, offering targeted assistance in regions such as Bangladesh, Kenya, and the United States, among others.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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