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Remote - Director, Partner Success (Call Center)

Green Dot

Green Dot

Customer Service
United States · Remote
Posted on Saturday, February 10, 2024

We’re looking for talented professionals, anywhere in the United States, to join us in bringing smart money management and payment solutions to everyone’s fingertips.

At Green Dot, we are evolving to a new and permanent “Work from Anywhere” model designed to maximize the benefits of remote work, promote and enable a strong culture of performance and connectedness, and attract the best and brightest talent who align with our entrepreneurial spirit and mission.

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JOB DESCRIPTION

What does a Director, Partner Success do?

You will support and drive customer experience improvements for a key Green Dot partner.

You will have a chance to deliver KPI performance, lead a team of dedicated Green Dot stakeholders (QA, Fraud Ops, Training, WFM, Vendor Management), manage day to day performance of BPO and Cincinnati call centers. You will also have an opportunity to lead projects.

As Director, Partner Success, you can look forward to:

  • Delivering on key KPIs: Service levels, Quality, CSTAT, NPS

  • Leading appropriate ceremonies to ensure alignment, delivery, and process improvement

  • Leading problems solving for the team

  • Acting as SME and coach for process improvement activities

  • Leading appropriate ceremonies to ensure alignment, delivery, and process improvement

  • Leading problems solving for the team

  • Managing a group of Customer Success Managers (CSM) assigned book of products/programs for external product partners

  • Overseeing end to end implementation plans for new product features by CSMs

  • Ensuring Green Dot goals and targets in engaging with external product partners are met.

  • Ensuring relationships between Green Dot and external product partners are mutually beneficial, frictionless, and meet established goals

  • Participating in contract development with external product partners.

  • Monitoring client satisfaction, facilitating improvement as needed, and regularly communicating with clients’ key stakeholders in conjunction with the management team

  • Serving as critical stakeholder for Vendor Operations and CES, in all SOW, SLA and KPI establishment activities.

  • Owning escalation of performance concerns and issues.

  • Ensuring CSMs:

    • Coordinate with stakeholders and assigned product partners, to develop appropriate periodic reports.

    • Create reporting templates in conjunction with CES partners, internal and external stakeholders

    • Establish, drive and manage periodic performance and business reviews

    • Coordinate with the Training Team to ensure all internal Customer Experience and Support teams are educated on the new feature and are prepared to support.

    • Conduct post implementation reviews, analyzing data pertaining to the contact rate for the new feature.

    • Assist Corporate Resolutions with executive escalations and regulatory complaints pertaining to assigned products.

  • Serving as primary area leader point of contact for external product Partners.

  • Primary oversight for periodic reviews and reporting of performance.

  • Selecting, developing, and evaluating personnel to ensure the efficient operation of the function

You might be the right match for this role if:

You have a strong call center customer care background and are excited about the opportunity to support a large, highly visible external partner. You have the ability to organize, drive and manage cross functional teams. You have a proven ability to drive outcomes without authority. You are seeking an opportunity to utilize your excellent presentation skills. You have strong knowledge of customer care processes and techniques. You have outstanding organizational skills that reflect the ability to reform and prioritize multiple tasks seamlessly with excellent attention to detail. You are able to simultaneously handle multiple projects and meet deadlines with a proven ability to succeed in a high activity/pace environment. You are a problem solver with the ability to encourage others in collaborative manner and influence with deep subject matter expertise.

Ready to join us in our mission? These are the qualifications we are looking for:

Required:

  • Minimum 10 years of call center customer care experience

  • Minimum 5 years of program/project management experience with progressively increasing responsibilities

  • People management experience

  • Experience managing fluid and complex matrix environments

  • Experience interfacing with internal and external leadership/executive teams, presenting updates and driving timely execution against corporate and partner goals and targets

  • Experience driving strategic initiatives at function, department, or enterprise wide levels

  • Bachelor's Degree

Preferred:

  • Financial services/banking experience

  • Lean management/business agile experience

  • Customer relationship management/account management experience

  • Partner Management experience

POSITION TYPE

Regular

PAY RANGE

The targeted base salary for this position is $114,000 to $174,200 per year. The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location.

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Green Dot promotes diversity and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Green Dot provides reasonable accommodations for candidates on request and respects applicants' privacy rights.