Manager of Customer Operations, Money
$85,850–$130,000 year
On-site · Chicago, Illinois, United States or Denver, Colorado, United States
Job Summary
Manager of Customer Operations leads day-to-day execution of the customer account operations team, owns customer experience metrics (ASAT), and coordinates escalation resolution across Customer Experience, Product, Engineering, and Compliance. Responsibilities include improving standard operating procedures, partnering with Product/Engineering/Compliance to represent customer needs, and driving process improvements to increase accuracy and reduce handling time. The role requires leadership to coach and develop team members and to maintain strong cross-functional collaboration in a high-growth fintech environment; in-person attendance is expected at offices in Chicago, Denver, and Westlake.
Required Qualifications
- 3+ years of experience managing customer support or operations teams in a fast-paced, high-growth environment
- Strong command of support metrics (e.g., ASAT) and data-driven decision making
- Experience partnering with Product, Engineering, and Compliance teams
- Demonstrated ability to manage escalations and resolve complex customer issues
- People-focused leadership with coaching and development experience
- Excellent communication skills and cross-team alignment
- Willingness to work in-person 5 days/week at Chicago, IL; Denver, CO; Westlake, TX offices
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