Customer Strategy & Operations Manager

Company 

Credit Genie is a mobile-first financial wellness platform designed to help individuals take control of their financial future. We leverage artificial intelligence to provide personalized insights and are building a financial ecosystem by offering tools and services that provide instant access to cash, and building credit. Our goal is to empower every customer to achieve long-term financial stability.

Founded in 2019 by Ed Harycki, former Swift Capital Founder (acquired by PayPal in 2017). Backed by Khosla Ventures and led by industry pioneers from companies such as; PayPal, Square, and Cash App, we are well positioned to build the future of inclusive finance through cutting-edge technology and customer-centric solutions.

Overview

At Credit Genie, we are looking for a forward-thinking and strategic Customer Strategy & Operations Manager to drive, innovate, and scale our Customer Service operations. You will play a pivotal role in enhancing and owning the end-to-end customer journey, optimizing agent performance, defining key customer experience metrics, establishing & integrating thoughtful AI solutions, and fostering a culture of customer-centric excellence.

This leadership role requires a unique blend of hands-on operational expertise, forward- thinking process improvement with a product oriented vision, as you will lead a dynamic team of onshore and offshore resources while exploring automation and third-party solutions to enhance operational efficiency, reduce costs and improve customer satisfaction. You will also work closely with senior leadership to ensure customer insights and technology improvements have a meaningful impact across the organization.

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, not just innovation for its own sake.

• 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 improvement

Requirements

• 5+ years of experience in customer service or operations leadership, with a demonstrated ability to scale support teams, drive process improvement, and elevate the customer experience through technology.

• 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, customer experience in financial products, and customer-facing processes in a regulated environment.

• 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 and navigating ambiguity in high-growth settings.\

• Hands-on experience with customer experience platforms like Zendesk, automation tooling, AI-enabled support (e.g., chatbots, routing logic), and customer sentiment/feedback systems.

• A consistent track record of leveraging technology to optimize operations, reduce costs, and scale human and automated support channels.

• Strong cross functional collaboration skills across Product, Engineering, Compliance, and Executive leadership.

• Metrics - and outcome-driven, with a history of improving factors like customer satisfaction (CSAT), retention, and loyalty through strategic CX investments.

Benefits and Perks

Our goal is to provide a comprehensive offering of benefits and perks that promote better financial, mental, and physical wellness.

We believe working alongside each other in person is the best way to build a great product and foster a strong company culture. Our expectation is that employees are in the office five days a week, allowing for optimal collaboration, inclusivity, and productivity. At the same time, we understand that life happens and recognize the importance of flexibility. We are committed to supporting our employees when circumstances arise that require remote work or adjusted schedules. Our goal is to ensure everyone can effectively balance personal and professional responsibilities while maintaining our collaborative and productive environment.

Here are some highlights of our benefits and perks offerings, feel free to ask your recruiting partner for more details on our comprehensive offering for employees.

• 100% company-paid medical, dental, and vision coverage for you and your dependents on your first day of employment. 

• 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

Your actual level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related knowledge and skills, education, and experience. Base salary is just one part of your total compensation and rewards package at Credit Genie. You may also be eligible to participate in the bonus and equity programs. You will also have access to comprehensive medical, vision, and dental coverage, a 401(k) retirement plan with company match, short & long term disability insurance, life insurance, and flexible PTO along with many other benefits and perks.

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 any accommodations to participate in our recruitment process, please inform us of your needs when we contact you to schedule an interview.