Manager, Emergency Cash Recipient Experience

🔥 vor 17 Stunden

🌐 Vereinigte Staaten, Vereinigtes Königreich, +1 weitere Länder – Remote

🇺🇸 Vereinigte Staaten – Remote 🇬🇧 Vereinigtes Königreich – Remote 🇰🇪 Kenia – Remote

💵 $94.700 / Jahr

⏰ Vollzeit

🟡 Mittelstufe

🟠 Senior

👔 Manager

🦅 H1B-Visum-Sponsor

Dieses Unternehmen hat in der Vergangenheit H1B-Visa gesponsert.

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GiveDirectly

WebsiteLinkedInAlle Stellen

501 - 1000 Mitarbeiter

Gegründet 2009

🤲 Wohltätigkeit

🤝 Non-Profit

🌍 Soziale Wirkung

💰 €1.000.000 Grant im 2018-03

Charity • Non-profit • Social Impact

GiveDirectly ist eine gemeinnützige Organisation, die sich der Minderung von Armut widmet, indem sie direkte Geldtransfers an bedürftige Menschen weltweit bereitstellt. Mit dem Ziel, Menschen zu unterstützen, die von weniger als 2,15 US-Dollar pro Tag leben, ermächtigt GiveDirectly die Empfänger, ihre eigenen finanziellen Entscheidungen zu treffen, indem sie ihnen bedingungslos Bargeld direkt zukommen lässt und dabei mobile Zahlungstechnologie nutzt. Ihr innovativer Ansatz hat zu breiter Anerkennung geführt und wurde in zahlreichen Forschungsprojekten untersucht. Durch das Umgehen traditioneller Hilfsmechanismen zielt GiveDirectly darauf ab, Leben effizient und skalierbar zu transformieren, indem sie gezielte Hilfe in Regionen wie Bangladesch, Kenia und den Vereinigten Staaten, unter anderem, anbietet.

Beschreibung

• 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

🎯 Anforderungen

• 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

🏖️ Vorteile

• 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