Want to help everyday Americans invest and build wealth? Financial inequality is increasing, and too many people are getting left behind. At Stash, we are passionate about democratizing wealth creation through education, advice, and products that help customers achieve greater financial freedom.

Stash is looking for a Senior Director of Customer Experience Engagement who will develop and lead the global, multi-channel customer service strategy for the organization while delivering exceptional experiences for Stash Customers. This person is passionate about creating customer engagement, is an innovative problem solver and will evolve the team to support company growth and business needs. This role is responsible for the delivery of high quality and effective customer support across multiple teams and locations. This role will be the champion for Voice of the Customer across the organization and will work cross-functionally with partners to deliver on strategic customer initiatives.

What you'll do:

• Lead Customer Experience strategy and service delivery for Stash including managing BPO and Partner relationships.
• Day to day management of all core processes, procedures and products that impact the Customer Experience organization
• Lead Voice of Customer Program for Stash and act as a customer advocate in cross functional meetings.
• Lead marketing initiatives in telechannels including outbound call programs, retention initiatives, and other cross sell opportunities. Continue to build CX as a revenue driver.
• Work closely with Brokerage Operations, Compliance & Fraud  to manage policy, process and procedures as required.
• Identify key CX improvements that drive reengineering, process improvement and efficiency across the CX organization.
• Lead Customer Experience Engagement team to meet goals, develop professionally and continuously adapt in an ever changing environment
• Manage CX hiring plans, forecasting and overall CX budget
• Lead professional skills development of CX team members, including cross-training, issue escalation, and best practices
• Ensure quality control through auditing and performance management/coaching
• Develop and implement policies, procedures and training materials for CX team to drive operational efficiency and ensure consistently high standards of customer interaction with the platform
• Manage all aspects of BPO Relationship including onshore and offshore sites, WFM and forecasting, training, budget, contract negotiations, etc...

What we're looking for:

• Extensive experience with Customer Experience Strategy and Management, Vendor Management, BPO or other account services
• Ability to create and drive a strategic Customer Experience and Servicing plan across multiple lines of business while scaling the team
• 8+ years of proven experience growing, mentoring, and leading high performing teams in a dynamic customer operations environment
• Excellent relationship and communication skills
• Ability to influence across colleagues and business partners 
• 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 working in fintech or financial services

At Stash it is our mission to help everyday Americans invest and build wealth. That includes people of all races,  genders, and abilities, so it is important to us to acknowledge and address the issues of inequality in financial services head on. 

Diversity and inclusion are essential to living our values, promoting innovation, and building the best products. Our success is directly related to our employees 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.

If you require any reasonable accommodations to make your application process more accessible please reach out to [email protected]. 

Invest in Yourself: 

• Equity & Stash Accounts [Invest, Retire, Custodial, Bank]                     
• Flexible PTO 
• Learning & Development Fund 
• Work from Home Stipends
• Parental Leave [Primary & Secondary]

Recognition:

• BuiltIn’s Best Places to Work (2019, 2020, 2021) 
• Forbes Fintech 50 (2019, 2020, 2021)
• Best Digital Bank, Finovate Awards (2020)
• Tearsheet Challenge Awards, Best Banking Card Product - Stock-Back® Card, 2020
• LendIt Fintech Innovator of the Year (2019 & 2020)

**No recruiters, please**

This position may be performed remotely anywhere within the United States except the State of Colorado.