Director, Customer Care Product Operations

Who you are

You have extensive experience in product operations, particularly within customer care, and have a proven track record of leading teams to success. Your background includes integrating customer insights and feedback into product development, ensuring that user experiences are at the forefront of your strategies. You are adept at driving AI and automation initiatives, shifting traditional support models towards innovative, scalable solutions. Your leadership style fosters collaboration and encourages team members to contribute their ideas and insights, creating a culture of continuous improvement.

You possess strong analytical skills, allowing you to interpret data and user feedback effectively. This enables you to make informed decisions that enhance customer satisfaction and operational efficiency. You are comfortable working in a hybrid environment, balancing in-person collaboration with remote flexibility. Your ability to communicate clearly and persuasively makes you an effective advocate for customer needs within the organization.

Desirable

Experience in the fintech industry is a plus, as is familiarity with earned wage access products. You have a passion for leveraging technology to improve customer experiences and are always looking for ways to innovate. Your understanding of AI technologies and their application in customer service will set you apart as a candidate.

What you'll do

In this role, you will own and drive the Care AI strategy, transitioning from human support to automated solutions that enhance efficiency and scalability. You will work closely with product teams to ensure that customer insights are integrated into product development processes, shaping features that meet user needs. Your leadership will guide the Customer Care organization in executing strategic initiatives that align with the company's growth objectives.

You will collaborate with cross-functional teams to gather feedback from agents and customers, using this information to refine product offerings and improve service delivery. Your role will involve analyzing performance metrics to identify areas for improvement and implementing best practices across the organization. You will also be responsible for mentoring and developing your team, fostering a culture of innovation and excellence.

What we offer

Earnin provides a competitive salary range of $216,000 - $264,000, along with equity and comprehensive benefits. You will be part of a dynamic team that is dedicated to making a positive impact on the financial lives of our community members. Our culture emphasizes collaboration, growth, and a commitment to delivering exceptional customer experiences. Join us in shaping the future of financial flexibility and support for those living paycheck to paycheck.