Senior Manager, Operations - Customer Service - Remote

Overview

Greenlight is the leading family fintech company on a mission to help parents raise financially smart kids. We proudly serve more than 6 million parents and kids with our award-winning banking app for families. With Greenlight, parents can automate allowance, manage chores, set flexible spend controls, and invest for their family’s future. Kids and teens learn to earn, save, spend wisely, and invest.

At Greenlight, we believe every child should have the opportunity to become financially healthy and happy. It’s no small task, and that’s why we leap out of bed every morning to come to work. Because creating a better, brighter future for the next generation depends on it.

In Short

• Lead customer service operations across all contact centers.
• Manage service delivery and performance metrics.
• Collaborate with product teams to enhance customer experience.
• Drive process improvements and technology initiatives.
• Analyze customer contact trends to reduce friction.
• Manage relationships with key SaaS vendors.
• Track and improve self-service metrics.
• Develop and mentor a team of customer service managers.
• Run experiments to improve operational strategies.
• Ensure effective corrective actions for quality issues.

Requirements

• 5-7 years of experience in operations management.
• Proven track record in performance management and process improvement.
• Hands-on problem solver with a focus on continuous improvement.
• Strong self-ownership and accountability.
• Ability to build a collaborative and results-oriented culture.
• Excellent communication skills for cross-functional collaboration.
• Meticulous attention to detail in operational tasks.
• Skilled in KPI monitoring and analysis.
• Strategic trade-off decision-making abilities.
• Eagerness to learn about industry trends and technology.

Benefits

• Medical, dental, vision, and HSA match.
• Paid life insurance and disability benefits.
• 401k with company match.
• Unlimited PTO and paid company holidays.
• Professional development stipends.
• Mental health resources.
• Financial planning services.
• 100% paid parental and caregiving leave.
• Flexible work-from-home options.
• Fully stocked kitchen and catered lunches.