Manager of Customer Experience Operations at Stash

| Greater NYC Area
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Stash is pioneering the future of personal finance with the first financial subscription that helps people create better lives. From budgeting to saving for retirement, Stash unites banking, investing, and advice all in one app that has helped more than 5M people reach their financial goals and make progress towards financial freedom

We're hiring a Manager for the CX Operations team who will report to the Senior Director of CX Operations for our Customer Experience team. The CX Operations team is responsible for optimizing internal processes and removing barriers to service, with the ultimate goal of providing our customers with excellent, best in class service.

What you’ll do:

  • Analytics & Reporting:
    • Analyze contact rates, reasons and root causes to identify operational opportunities for improvement
    • Perform both regular (weekly, monthly, quarterly) and ad hoc reporting around key business questions that pertain to the CX department
    • Build and maintain reports, models, and dashboards around key CX metrics to monitor and improve performance for the CX Team across Zendesk, Excel and Looker
  • Process Re-Engineering & Process Improvement
    • Obsess over the end-to-end customer journey; identify and fix areas in which the customer effort is too high through internal process optimizations
    • Raise customer pain points to relative squads; lay out and execute on the strategic plan to remedy them - how could we be doing things better?
    • Proactively action on the operational opportunities that have been identified for improvement through internal process re-engineering
  • Project Management & Cross-Functional Work
    • Work with internal stakeholders (product, engineering, and brokerage) to drive processes with customer service front line and back office teams to remove barriers to service and enhance customer experience
    • Be proactive in identifying the cause of end-user and agent knowledge gaps and escalate training needs
    • Work closely with product squads to stay up to date on upcoming customer-facing product launches, to ensure the CX team and agents are ready
  • Direct customer support as required to understand issues and support larger CX team

What we are looking for:

  • 4-6 years of experience in an operational or analyst position at a consumer facing company
  • Proficiency in Zendesk and Excel, experience with Looker
  • Exceptional project management skills
  • Strong analytical skills
  • Great communication skills, both written and verbal
  • Ability to effectively work well across teams
  • A passion for process efficiency and effectiveness
  • A passion for solving problems and customer experience
  • The desire to educate and help users
  • Commitment to going above and beyond
_________________________________________

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

An Insider's view of Stash

What are some social events your company does?

During COVID, it's different, but social and team events are still important, as so many are friends even outside of work. In the fall, we went apple picking, had picnics, bike rides, and gone golfing. Being remote, we've hosted murder mysteries, monthly trivia, magicians, a salsa band, and our DEI Committee had a painting and wine tasting.

Gloria

Chief People Officer

What are Stash Perks + Benefits

Culture
Volunteer in local community
Our mission is all about helping people - and that lives beyond our products. Whether holiday gifts for kids, or providing donations through our ERGs, giving back is important to Stashers.
Partners with Nonprofits
We are proud to partner with Comp Sci High, The Greenwood Project, and the National Society of Black Engineers.
Friends outside of work
Eat lunch together
Intracompany committees
Stash is proud to have a DEI Committee with a commitment to promoting an environment that is diverse, equitable, and inclusive for all people.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Stash's leadership is quite diverse, with 5 out of 11 members of the executive team identifying as being from an underrepresented group.
Unconscious bias training
Stash provides training, deepening the company's understanding of unconscious bias and the effects it has on the workplace. We also hosted anti-racism and inclusive leadership training for all leads.
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
At Stash, we have three Employee Resource Groups, and fully expect to double that in a years time. Our current ERGs include Black Magic, LatinXcellence, and Rainbow Stash.
Hiring Practices that Promote Diversity
We strive to be as diverse as our customers. Stash is currently 45% non-White and 35% women. We require diverse candidate slates and interview panels, and will soon introduce a diversity competency.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Dental insurance is free to employees.
Vision Benefits
Vision benefits are free to employees.
Health Insurance Benefits
We offer 4 health plans: PPO, HDHP and EPO. Half of our plans are only a few dollars per pay period.
Life Insurance
Wellness Programs
Team workouts
In addition to employee groups that run meditation sessions, biking events and exercise challenges, we had Yoga Mondays in October and Meditation Mondays in November.
Mental Health Benefits
People can access mental health through our medical plans, EAP, OneMedical and WeWork. Stash has had therapists speak to the team about election stress, finding balance and selecting a therapist.
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Every employee at Stash has the opportunity to work remote post-COVID-19.
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Included in our unlimited PTO
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Ping Pong, Skeeball, Video Games, Puzzles
Stocked Kitchen
Some Meals Provided
Food matters! Since going remote, we periodically offer free lunches and free ice creams as perks. We still have our quarterly anniversary luncheon and a bi-weekly lunch with the Founders as well.
Happy Hours
Pet Friendly
Stash offers a dog friendly office environment.
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Learning and Development Stipend
Tuition Reimbursement
Our Tuition Reimbursement Plan offers up to $1,500 for any learning and development opportunities.
Diversity Program
Lunch and learns
Stash hosts lunch and learn meetings weekly.
Cross functional training encouraged
Promote from within
Mentorship program
While not a formal program, we believe in growing people and their careers.
Continuing Education stipend

Additional Perks + Benefits

During and post-COVID, we are taking a People-First approach, so people can decide if they wish to telecommute, be fully remote or in the office. People can use stipends to make their home office practical and ergonomic safe, or can use WeWork passes at any time.

People appreciate our commitment to learning. We provide a Learning & Development Stipend, and on a weekly basis, sponsor Tech and Tells, share learnings at Demos, and use roundtables to learn more about topics impacting our company. Additionally, we offer bi-weekly Stash Labs (work on passion projects for a day).

As we now are hiring people in many locations, we are finding new ways to keep our our in-office culture and perks updated and relevant. In office, we have a stocked panty, liquor and beer, cold brew and kombucha on tap, as well as weekly catered lunch, plus games, puzzles, and team building events.

Additionally, our health and wellness benefits are top notch and very low cost or free to employees. We generously support new parents.

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