Manager, Emergency Cash Recipient Experience

This is a fully remote position, open to applicants in United States, +2 more states.

📋 Description

• Take ownership of GiveDirectly's Emergency Cash recipient support function across all communication platforms.

• Develop and uphold standardized operating procedures, training materials, quality standards, and operational playbooks.

• Strategically plan and implement call center capacity for each Emergency Cash response.

• Recruit, onboard, train, and continuously enhance the performance of call center staff and partner organizations.

• Mentor call center agents and provide real-time quality feedback on live tickets and calls.

• Oversee recipient interactions, pinpoint quality issues, and enhance the recipient experience.

• Create quality assurance processes, dashboards, and performance metrics.

• Evaluate recipient feedback and support data to inform product, operational, and policy enhancements.

• Define and enforce ticket workflow rules and service level agreements (SLAs).

• Manage long-tail recipient support cases, escalations, and complex issues post-program launch.

• Collaborate with Product, Delivery, Payments, and Engineering teams to address recipient concerns.

• Supervise consultants utilized for recipient-facing surge capacity.

• Establish scalable processes for exceptions, appeals, payment issues, and complex scenarios.

• Partner with Product and Engineering to enhance recipient engagement, case management, and support technology.

• Spearhead the operational rollout of new recipient support technologies.

• Oversee and consistently improve AI-powered recipient support agents.

• Identify automation possibilities while ensuring human oversight and maintaining high-quality recipient experiences.

⛳️ Requirements

• 3–5 years of experience in leading customer support, contact center operations, service delivery, recipient support, customer success, operations, or related fields.

• Proven experience in establishing operational systems, procedures, and quality assurance processes.

• Experience in leading teams that deliver high-quality recipient or customer support at scale.

• Strong analytical skills with experience leveraging operational data to identify trends and drive continuous improvement.

• Excellent project management capabilities with the ability to independently lead cross-functional initiatives.

• Exceptional written and verbal communication skills.

• Ability to excel in fast-paced, ambiguous environments while balancing operational excellence with recipient empathy.

• Demonstrated success in enhancing customer or recipient experiences through process design and technology.

• Strong alignment with GiveDirectly's values, showcasing emotional intelligence, problem-solving skills, project management, follow-through, and inclusivity.

• Preferred: experience in supporting humanitarian response, international development, or social impact initiatives.

• Preferred: experience managing outsourced or distributed contact center operations.

• Preferred: experience with implementing or managing CRM, ticketing, or case management systems.

• Preferred: experience with AI-powered customer support tools, chatbots, or conversational AI systems.

• Preferred: experience working with product and engineering teams on customer-facing technology.

• Preferred: experience designing quality assurance frameworks, service metrics, and customer satisfaction measurement systems.

• Must be willing to travel up to 30% of the time.

• Successful candidates may be subject to reference checks, criminal background checks, and sanctions checks.

🏝️ Benefits

• Base salary with a 10% bonus based on target performance and potential for additional earnings.

• Annual benefits stipend: $21,393 for US-based employees, £2,760 for UK-based employees, or $8,453 for Kenya-based employees.

• Opportunities for professional growth.

• Approximately 1–2 team retreats each year.

• Fully remote work environment.

• $500 referral bonus for a Manager position if the referral is hired.

• Reasonable accommodations available during the application, interview, or employment process.