Call Center Manager, Member Acquisitions

The Role We Need:

PadSplit is expanding its Member Acquisition team to ensure we deliver exceptional support and engagement to prospective members, who are looking for affordable housing.  We need a dedicated leader to optimize daily operations, enhance team performance, and streamline the member acquisition process, all while driving cost efficiencies and maintaining high-quality interactions.  This role is critical to scaling our efforts and achieving our mission of making housing more accessible and affordable.

The Person We Are Looking For:

The ideal candidate is an experienced and results-oriented leader with a passion for driving team performance and creating exceptional member experiences.  This role requires someone to have a proven track record of managing offshore teams, analyzing performance metrics, and coaching agents to success.  The right person has strong analytical and collaboration skills and is committed to using data-driven strategies to improve processes, enhance member engagement, and help PadSplit grow.

Here’s What You’ll Do Day-To-Day:

• Overseeing Daily Operations: Manage the day-to-day activities of an offshore Member Acquisition team, ensuring smooth and efficient workflows.
• Performance Management: Monitor and evaluate team performance against established KPIs and SLAs, providing regular feedback to improve outcomes.
• Quality Assurance (QA): Conduct regular QA reviews of agent calls and other interactions to ensure compliance with guidelines and identify coaching opportunities.
• Reporting and Analysis: Prepare and present detailed performance reports, using data to highlight trends and inform strategy.
• A/B Testing: Design and implement tests to optimize member engagement and team effectiveness.
• Collaboration Across Teams: Work closely with internal teams to develop and refine communication materials, scripts, and acquisition strategies.
• Issue Resolution: Address questions or escalations from internal and external stakeholders with professionalism and efficiency.
• Continuous Process Improvement: Refine team structures, workflows, and tools to enhance efficiency, productivity, and member experience.

Here’s What You’ll Need To Be Successful:

• Leadership Experience: Proven track record of managing and motivating offshore teams to achieve performance goals.
• Performance Management Expertise: Demonstrated ability to develop, manage, and monitor KPIs and SLAs to ensure team success.
• Quality Assurance Skills: Experience conducting QA reviews, with a focus on identifying areas for improvement and coaching agents effectively.
• Analytical Ability: Strong data analysis skills to track trends, identify issues, and drive data-informed decisions.
• Operational Efficiency: Ability to identify inefficiencies and implement process improvements to streamline operations.
• Collaboration Skills: Adept at working cross-functionally with teams like Product, Marketing, and Customer Experience to align strategies and goals.
• Communication Skills: Excellent verbal and written communication skills to guide the team, address escalations, and liaise with stakeholders.
• Customer-Centric Approach: A commitment to providing superior service and delivering a positive member experience.
• Technical Proficiency: Experience with CRM and customer service tools like Zendesk and HubSpot (preferred).
• Adaptability: Flexibility to thrive in a remote, dynamic environment and adjust strategies as needed to meet business goals.

The Interview Process:

• Your application will be reviewed for possible next steps by the Hiring Manager.
• If you meet eligibility requirements, the next step would be a phone screen with a member of the PeopleOps team for about thirty (30) minutes.
• If warranted, the next step would be a video interview with our Director of Member Acquisitions for forty-five (45) minutes.
• If warranted, the next step would be a video interview with a small panel of key stakeholders for one-and-a-half (1.5) hours.  For this interview, a candidate would execute a live assessment to the panel for discussion.
• If warranted, then we move to offer!

Compensation, Benefits, and Perks:

• Fully remote position - we swear!
• Competitive compensation package including an equity incentive plan
• National medical, dental, and vision healthcare plans
• Company provided life insurance policy
• Optional accidental insurances, FSA, and DCFSA benefits
• Unlimited paid-time (PTO) policy with eleven (11) company-observed holidays
• 401(k) plan 
• Twelve (12) weeks of paid time off for both birth and non-birth parents
• The opportunity to do what you love at a company that is at the forefront of solving the affordable housing crisis

Compensation is based on the role's scope, national market benchmarks, the person's expertise and experience, and the impact of their contributions to our business goals.