Senior Manager, Operations

Senior Manager of Operations, Customer Service

About the Role

We are looking for a Senior Manager of Operations, Customer Service to lead our customer service operations across all our contact centers (Atlanta, Bacolod, and Bogota).

Your Day-to-Day

• Analyze customer contact trends and proactively collaborate with Product teams to reduce unnecessary friction that will improve the customer experience.
• Provide data-driven insights and feedback to Product on pain points that generate high support volume.
• Partner with Product leaders across Greenlight to assess how customer service may impact (or be impacted) by new initiatives.
• Identify opportunities to improve self-service adoption through IVR, chatbot, and help center enhancements.
• Manage relationships with key CS SaaS vendors including improving our existing services and evaluating new service offerings.
• Track and improve key self-service metrics, such as containment and resolution rates.
• Accountable for the day-to-day operational performance of our onshore and offshore contact centers including the qualitative and quantitative KPI metrics of the CS department.
• Own all staffing requirements across our contact centers to ensure we consistently hit our operational metrics.
• Develop a team of Managers within Customer Service including over 20 onshore reps.
• Drive the planning and execution of Greenlight's customer service operations.
• Ensure effective corrective actions are taken in response to customer complaints or otherwise identified quality problems.

What You'll Bring to the Team

• Minimum of 5-7 years of experience in operations, with demonstrated results leading a team at some point in your career.
• You've demonstrated an ability to develop, implement, and deliver a first class operations through performance management and process improvement in a dynamic and high growth business.
• You have a track record of being a hands-on problem solver and driving continuous improvement - you don't just identify issues; you get in there and fix them.
• You have a high degree of self-ownership and accountability - you know mistakes will be made, but will do what it takes to resolve the issue.
• Mentor and develop direct reports through regular coaching that allows their strengths to shine.
• You can build a collaborative, results-oriented culture where team members are empowered to innovate and excel.
• You bring people along through excellent communication and cross-functional collaboration with stakeholders across departments.
• You are operationally diligent with a meticulous level of attention to detail.
• Skilled in monitoring and analyzing KPIs to track progress, identify areas for improvement, and drive operational excellence.
• You have a proven ability to make strategic trade-offs, and can effectively make the trade-off between short-term and long-term needs.
• An eagerness to learn industry trends and how new technologies can improve Greenlight's customer experience.

About Us

We're a special team aiming for a never-been-done-before mission. We look for people who love working together because they know it makes us stronger, people who look to others and ask, 'How can I help?' and then 'How can we make this even better?' If you're ready to roll up your sleeves and help parents raise a financially smart generation, apply to join our team.