Senior Operations Manager - Customer Support

Job Description

• Develop quality management strategies for Customer Support Operations team, including QA standards, scorecards, ongoing training and development, performance metrics, dashboards, and executive reporting • Deliver and manage a Call Center QA and Risk Ops Audit program for internal and external teams • Own the day to day operations of our partner BPO vendor including reporting and forecasting • Oversee the production and delivery of monthly Bank Partners and Program partner reporting • Collaborate with Learning and Development to produce efficient and customer-friendly processes • Ensure compliance and regulatory policies are being followed • Support internal and external audits pertaining to cardholder service • Partner with the Director of Customer Support to handle day-to-day Contact Center operations • Partner with our Quality Control team to ensure oversight of internal and external programs - at our BPO and within MQ teams

Qualifications

• Typically requires a minimum of 10+ years of related experience with a Bachelor’s degree; or 8 years and a Master’s degree; or a PhD with 5 years experience; or equivalent experience • Results driven onshore/offshore call center management experience including but not limited to: KPI monitoring and analysis, Hiring and training, Performance management, Process enhancement, End to end issue resolution, Objective development for day-to-day operations, Resource planning, Shared service strategization • Positive attitude, team player, adaptable, resourceful, and self-starter who can lead a team independently • Deep understanding of payments, card issuing, and processing with hands-on experience working with Banks, processors, acquirers, networks, and banking regulators • Working knowledge of risk policies for Cardholder Support, Chargebacks and Disputes, KYC/KYB, and Fraud Monitoring • Strong communication skills across a variety of audiences such as customers, bank partners, networks, regulators, 3rd party vendors/partners and our Executive Leadership Team • Experience managing and working with remote and international teams

Benefits

• Multiple health insurance options • Flexible time off – take what you need • Retirement savings program with company contribution • Equity in a publicly-traded company and an Employee Stock Purchase Program • Family-forming benefits, fertility support, and up to 20 weeks of Parental Leave • Free therapy sessions, financial and professional coaching, and legal advice • Monthly stipend to support our remote work model • Annual “development dollars” to support our people growth and development