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Manager, Emergency Cash Recipient Experience (Remote)

3 weeks, 2 days ago
United States, United Kingdom, Kenya
Full-time
Mid Level
Operations Manager
Customer and Technical Support
CRM
Apply Now
GiveDirectly

GiveDirectly

GiveDirectly is a non-profit organization that sends money directly to people in poverty, empowering them to choose how to improve their lives.

Capital Markets
51-250
Founded 2009
$1M raised
View All Jobs 3

Description

  • Own the Emergency Cash recipient support function across all communication channels and ensure timely, accurate, empathetic assistance.
  • Build and maintain standard operating procedures, training materials, quality standards, and operational playbooks for consistent support delivery.
  • Plan and deploy call center capacity for each emergency response, including staffing, training, and readiness.
  • Recruit, onboard, train, and improve call center personnel and partner organizations providing recipient support.
  • Coach agents in real time on live tickets and calls and correct workflow and data-handling errors.
  • Monitor recipient interactions, analyze feedback, and identify quality issues, trends, and improvement opportunities.
  • Establish QA processes, dashboards, performance metrics, service standards, and SLAs for recipient support.
  • Resolve escalations and complex long-tail recipient cases after program launch.
  • Coordinate with Product, Delivery, Payments, and Engineering to resolve issues and improve systems.
  • Partner with Product and Engineering to define requirements, roll out new support technologies, and oversee AI-powered support agents.

Requirements

  • 3–5 years of experience in customer support, contact center operations, service delivery, recipient support, customer success, operations, or a similar function.
  • Experience building operational systems, procedures, and quality assurance processes.
  • Experience leading teams delivering high-quality customer or recipient support at scale.
  • Strong analytical skills and experience using operational data to identify trends and drive improvement.
  • Excellent project management skills and ability to lead cross-functional initiatives independently.
  • Outstanding written and verbal communication skills.
  • Ability to work in fast-moving, ambiguous environments while balancing operational excellence with empathy.
  • Experience improving customer or recipient experience through process design and technology.
  • Exceptional alignment with GiveDirectly’s values and core competencies, including emotional intelligence, problem solving, follow-through, and inclusivity.
  • Preferred: experience in humanitarian response, international development, or social impact programs.
  • Preferred: experience managing outsourced or distributed contact center operations.
  • Preferred: experience with CRM, ticketing, or case management platforms.
  • Preferred: experience with AI-powered customer support tools, chatbots, or conversational AI systems.
  • Preferred: experience working closely with product and engineering teams on customer-facing technology.
  • Preferred: experience designing QA frameworks, service metrics, and customer satisfaction measurement systems.
  • Must be able to travel up to 30% of the time, including approximately 1–2 team retreats per year.

Benefits

  • Base salary of $94,700 in the United States, £61,200 in the United Kingdom, or $61,900 in Kenya.
  • Target bonus of 10% with upside potential.
  • Estimated target total compensation of $104,170+ in the US, £67,320+ in the UK, or $68,090+ in Kenya.
  • Annual benefits stipend of $21,393 in the US, £2,760 in the UK, or $8,453 in Kenya.
  • Fully remote work.
  • No-negotiation compensation policy aimed at equitable pay.
  • Reasonable accommodations during the application or interview process.
  • Referral rewards of $3,000 for Senior Manager roles and $500 for Manager roles.

Interested in this position?

Apply directly on the company website

Apply Now

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