As an Escalations Team Lead, you’ll be joining our Operations leadership team to support our rapidly growing HQ Escalations line of business. You will be responsible for growing and developing a team of Escalations Specialists, who investigate and respond to our members’ most urgent and complicated matters. With the goal of building trust and open communication internally and externally, the Escalations Lead will provide support, advice, and oversight for the team’s day-to-day work. You will ensure the team’s escalations are supervised, triaged, prioritized, owned, and resolved effectively. The ideal candidate is a top-tier leader who has a keen eye for root cause analysis and an interest in disseminating sophisticated findings to a wide variety of collaborators. If you are a strong decision maker who is calm under pressure, we’d love to hear from you!

• Act as a thought partner for the team, ensuring that escalation remediation efforts both develop member trust and simultaneously reduce our regulatory, reputational, and financial risks
• Support specialists with root cause analysis methodologies, allowing the team to hone in on process and performance gaps observed in the escalation lifecycle
• Celebrate excellent performance and empower your team to improve areas of opportunity. Hire, train, and maintain a culture of talent development as the business grows
• Be a champion for performance management. You’ll own and assess your team’s progress toward support individual performance goals, and hold team members accountable to expectations
• Routinely and clearly communicate what needs to fall to management and partners

• 5+ years in a leadership role that included sourcing and hiring talent, scaling operations, and providing ongoing coaching and feedback to team members
• Manage your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them
• A passion for finding the best possible solution under ambitious circumstances, and proven track record to drive preferred outcomes via strong verbal and written de-escalation skills.
• The ability to foster cohesion and inclusivity in a remote team environment across multiple time zones
• The ability to adjust and prioritize in a constantly evolving, environment
• An interest in asking probing questions to understand a wide spectrum of workstreams (including Disputes, Fraud & Risk, Member Experience and Support, Product, Legal, Engineering, and more)
• Advanced Microsoft Office or G Suite skills and dashboarding experience using data visualization tools such as Looker
• Payment operations experience preferred