Credit Genie
Customer Strategy & Operations Manager
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Credit Genie
Credit Genie is a mobile-first financial wellness platform that empowers individuals to take control of their financial future through AI-driven insights and instant access to credit and cash. Founded in 2019, the company is backed by Khosla Ventures and led by industry pioneers from PayPal, Square, and Cash App.
Overview We are seeking a forward-thinking and strategic Customer Strategy & Operations Manager to drive, innovate, and scale our Customer Service operations. In this leadership role you will own the end-to-end customer journey, optimize agent performance, define key customer experience metrics, integrate thoughtful AI solutions, and foster a culture of customer‑centric excellence across a hybrid support model.
What You'll Do Leadership & Team Management
Lead and manage a high‑performing, blended team of onshore, offshore, and AI‑enabled support agents to deliver best‑in‑class customer service.
Foster a collaborative, customer‑centric culture that prioritizes results, innovation, and continuous learning across internal teams, BPO partners, and AI vendors.
Develop staffing models, manage vendor relationships, and oversee change‑management and quality‑review initiatives to ensure scalable support operations.
Customer Experience & Journey Ownership
Own the end‑to‑end customer operations function—including voice, chat, and email—designing and implementing service policies, escalation protocols, and workflows that ensure a consistent, high‑quality support experience.
Define and track customer experience metrics such as CSAT, NPS, resolution time, response time, first‑contact resolution, and quality scores, using these insights to improve processes and service delivery.
Lead customer experience readiness across testing, release management, and compliance, particularly for new product launches.
Technology Integration
Evaluate, deploy, and manage third‑party AI and automation tools to streamline customer interactions, improve self‑service capabilities, and reduce resolution time.
Partner with internal stakeholders to develop in‑house AI solutions, including next‑gen chatbots, intelligent routing, and workflow automation—prioritizing tools that drive measurable impact.
Track AI and human agent performance metrics to assess and continuously refine service quality and automation success.
Operational Efficiency & Insights
Lead operational process improvements and day‑to‑day management to enhance agent workflows, training programs, and productivity.
Monitor dashboards and performance data to detect issues, improve agent efficiency, and respond quickly to negative customer sentiment.
Manage escalations and customer complaints with a bias toward fast resolution and long‑term customer retention.
Strategic Planning & Cross‑Functional Collaboration
Drive the long‑term strategy and roadmap for customer operations, balancing daily execution with broader business goals.
Collaborate cross‑functionally with Product, Engineering, Design, Data Science, Compliance, and Marketing to ensure the customer voice is represented in strategic decisions.
Lead Voice of the Customer (VoC) programs, translating insights into product, process, and communication improvements.
Requirements
5+ years of experience in customer service or operations leadership, with a demonstrated ability to scale support teams and drive process improvement.
Proven success in designing and executing operational strategies across hybrid support models (onshore, offshore, and AI/automation).
Experience in fintech or regulated industries, with a strong grasp of compliance and financial customer experience.
Demonstrated ability to lead, mentor, and grow teams of 5+ support agents, including direct employees and external vendors.
Strong change‑management and stakeholder‑influence skills, with a history of leading cross‑functional initiatives in high‑growth settings.
Hands‑on experience with customer experience platforms like Zendesk, automation tooling, AI‑enabled support (e.g., chatbots, routing logic), and sentiment/feedback systems.
A consistent track record of leveraging technology to optimize operations, reduce costs, and scale human and automated support channels.
Metrics‑driven, with a history of improving customer satisfaction (CSAT), retention, and loyalty through strategic CX investments.
Benefits and Perks
100% company‑paid medical, dental, and vision coverage for you and your dependents.
Monthly fitness reimbursement up to $100 or a full membership to LifeTime Fitness.
401(k) with a 2.5% match and immediate vesting.
Meal program for breakfast, lunch, and dinner.
Life and accidental insurance.
Flexible PTO.
Credit Genie is a proud Equal Opportunity Employer where we welcome and celebrate differences. We are committed to providing a workspace that is safe and inclusive, where everyone feels supported, connected, and inspired to do their best work. If you require accommodations to participate in our recruitment process, please inform us of your needs when we contact you to schedule an interview.
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at
Credit Genie
Credit Genie is a mobile-first financial wellness platform that empowers individuals to take control of their financial future through AI-driven insights and instant access to credit and cash. Founded in 2019, the company is backed by Khosla Ventures and led by industry pioneers from PayPal, Square, and Cash App.
Overview We are seeking a forward-thinking and strategic Customer Strategy & Operations Manager to drive, innovate, and scale our Customer Service operations. In this leadership role you will own the end-to-end customer journey, optimize agent performance, define key customer experience metrics, integrate thoughtful AI solutions, and foster a culture of customer‑centric excellence across a hybrid support model.
What You'll Do Leadership & Team Management
Lead and manage a high‑performing, blended team of onshore, offshore, and AI‑enabled support agents to deliver best‑in‑class customer service.
Foster a collaborative, customer‑centric culture that prioritizes results, innovation, and continuous learning across internal teams, BPO partners, and AI vendors.
Develop staffing models, manage vendor relationships, and oversee change‑management and quality‑review initiatives to ensure scalable support operations.
Customer Experience & Journey Ownership
Own the end‑to‑end customer operations function—including voice, chat, and email—designing and implementing service policies, escalation protocols, and workflows that ensure a consistent, high‑quality support experience.
Define and track customer experience metrics such as CSAT, NPS, resolution time, response time, first‑contact resolution, and quality scores, using these insights to improve processes and service delivery.
Lead customer experience readiness across testing, release management, and compliance, particularly for new product launches.
Technology Integration
Evaluate, deploy, and manage third‑party AI and automation tools to streamline customer interactions, improve self‑service capabilities, and reduce resolution time.
Partner with internal stakeholders to develop in‑house AI solutions, including next‑gen chatbots, intelligent routing, and workflow automation—prioritizing tools that drive measurable impact.
Track AI and human agent performance metrics to assess and continuously refine service quality and automation success.
Operational Efficiency & Insights
Lead operational process improvements and day‑to‑day management to enhance agent workflows, training programs, and productivity.
Monitor dashboards and performance data to detect issues, improve agent efficiency, and respond quickly to negative customer sentiment.
Manage escalations and customer complaints with a bias toward fast resolution and long‑term customer retention.
Strategic Planning & Cross‑Functional Collaboration
Drive the long‑term strategy and roadmap for customer operations, balancing daily execution with broader business goals.
Collaborate cross‑functionally with Product, Engineering, Design, Data Science, Compliance, and Marketing to ensure the customer voice is represented in strategic decisions.
Lead Voice of the Customer (VoC) programs, translating insights into product, process, and communication improvements.
Requirements
5+ years of experience in customer service or operations leadership, with a demonstrated ability to scale support teams and drive process improvement.
Proven success in designing and executing operational strategies across hybrid support models (onshore, offshore, and AI/automation).
Experience in fintech or regulated industries, with a strong grasp of compliance and financial customer experience.
Demonstrated ability to lead, mentor, and grow teams of 5+ support agents, including direct employees and external vendors.
Strong change‑management and stakeholder‑influence skills, with a history of leading cross‑functional initiatives in high‑growth settings.
Hands‑on experience with customer experience platforms like Zendesk, automation tooling, AI‑enabled support (e.g., chatbots, routing logic), and sentiment/feedback systems.
A consistent track record of leveraging technology to optimize operations, reduce costs, and scale human and automated support channels.
Metrics‑driven, with a history of improving customer satisfaction (CSAT), retention, and loyalty through strategic CX investments.
Benefits and Perks
100% company‑paid medical, dental, and vision coverage for you and your dependents.
Monthly fitness reimbursement up to $100 or a full membership to LifeTime Fitness.
401(k) with a 2.5% match and immediate vesting.
Meal program for breakfast, lunch, and dinner.
Life and accidental insurance.
Flexible PTO.
Credit Genie is a proud Equal Opportunity Employer where we welcome and celebrate differences. We are committed to providing a workspace that is safe and inclusive, where everyone feels supported, connected, and inspired to do their best work. If you require accommodations to participate in our recruitment process, please inform us of your needs when we contact you to schedule an interview.
#J-18808-Ljbffr