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Director of Customer Experience Operations

| Greater NYC Area

Stash is a digital-first financial services company committed to making saving and investing accessible to everyone. By breaking down barriers and building transparent, technology-driven products, we help the 99% build smarter financial habits so they can confidently save more, grow wealth, and enjoy life.

At Stash, helping customers is our top priority and we’re looking for a driven, articulate, problem-solver to lead our dynamic Customer Experience Operations team. As the Director of CX Operations, you will be responsible for creating and driving operational processes, procedures and policy across the customer service organization. You will have outstanding partnership skills, can balance strategic and tactical needs and know how to anticipate and prepare for change and growth. You will understand how things work and how to constantly evolve and improve. You will partner across the organization and the CX team to develop the overall strategy for our Customer Experience organization as we continue to grow and expand.

If you are passionate about top notch customer service and operations and you have a knack for growing and mentoring teams, then this could be the role for you!

What you'll do:

  • Day to day management of all core processes, procedures and products that impact the Customer Experience organization
  • Create and maintain operational process roadmap
  • Partner with colleagues in teams like Product, Engineering and User Experience to understand the product roadmap, anticipate servicing impacts, articulate CX needs and drive an implementation planning process that enables the CX teams to proactively service customers effectively
  • Partner with Director of Customer Experience-Engagement Strategy to execute strategic projects that advance company initiatives and OKRs
  • Manage cost of operations to ensure budget requirements met across front line and back office teams
  • Understand the products we offer to our customers and determine servicing tools and processes that meet employee needs
  • Work closely with Brokerage Operations to manage policy, process and procedures that are required
  • Manage customer escalation issues including root cause analysis and solutions, create tracking of issues, recommend solutions and communicate with partner teams
  • Drive additional operational efficiency through implementation of additional software solutions to handle customer inquiries
  • Identify key CX improvements that drive reengineering, process improvement and efficiency across the CX organization
  • Manage a team to meet goals, develop professionally and continuously adapt in an ever changing environment

What we're looking for:

  • 7+ years of proven experience growing, mentoring, and leading high performing teams in a dynamic customer operations environment
  • Excellent relationship and communication skills
  • Strong skills managing strategy and business delivery, including performance management, quantitative and qualitative metrics/KPI tracking and optimizing CX efficiency and outcome
  • Strong technical and problem-solving skills
  • Bachelor's Degree in Business, Finance or another relevant field of study
  • Operations and contact center leadership experience preferred
  • Proven track record of managing complex, highly technical projects across functions and business lines
  • Experience managing third-party vendors
  • Experience working in fintech or financial services

_________________________________________

We believe that diversity and inclusion are essential to living our values, promoting innovation, and building the best products out there. Our success is directly related to the employees that we hire, grow and retain and we believe that our team should reflect the diversity of the customers that we serve.

As an Equal Opportunity Employer, Stash is committed to building an inclusive environment for people of all backgrounds. We do not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by law. Everyone is encouraged to apply.

Benefits, Perks, & More!:

* Equity In Stash * Flexible Vacation

* Four Family-Friendly Medical Plans * Two Dental & One Vision Insurance Plan

* 401k * Learning & Development Stipend

* Commuter Benefits * Flexible Spending Account (FSA)

* Employee Referral Bonuses * Stocked Fridges & Kitchens

* Thursday Happy Hours * Catered Lunch on Fridays

* Team outings that do not involve trust falls...

Awards & Recognition:

  • Built in NYC's Best Places to work in 2019
  • Built in NYC’s Startups to Watch in 2018
  • Wall Street Journal's "Top 25 Tech Companies To Watch" in 2018
  • MarCom Awards 2018 Double Gold & Platinum Winner
  • 2017 Webby Award Winner for Best Mobile Sites & Apps in the Financial Services and Banking category
  • 2017 W3 Awards Winner for Best User Experience

**No recruiters, please.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SwiftLanguages
    • iOSLanguages
    • AndroidLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • PlayFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • OptimizelyAnalytics
    • LookerAnalytics
    • InVisionDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • MailChimpEmail
    • MandrillEmail

Location

500 7th Ave, New York , NY 10018

What are Stash Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Ping Pong, Skeeball, Video Games.
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Learning and Development Stipend
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend

Additional Perks + Benefits

Flexible Work Schedule and Work/Life Balance. Learning & Development Stipend. Team Building Events and Activities. Demos, Drinks & Data every Thursday followed by Happy Hour. Stocked Fridge (food, snacks, drinks) Beer & Cold Brew on Tap. Catered Lunch on Fridays. Bi-weekly Stash Labs! (Work on passion projects for the day). 4 X Family-Friendly Health Insurance Plans Starting at $ 4.90 per month (Empire Blue Cross Blue Shield). Flexible Spending Account (FSA). 2 X Family-Friendly Dental Insurance Plans Starting at $ .39 per month (Guardian). 1 X Family-Friendly Vision Insurance Plan Starting at $ .04 per month (VSP). Short-term disability, long-term disability (60% of salary up to $12K/month), and basic life insurance ($50k).

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