Associate Manager, Member Support (Remote)

At Guild, we believe talent is everywhere and that opportunity should be too. We continue to have our home and headquarters in Denver, but we have embraced a distributed model of working to reach the best talent in the United States. While some roles may require proximity to our Denver office, roles based outside of our Denver office can sit in any of the following 30 states: AZ, CA, CO, CT, FL, GA, ID, IL, KS, MA, MD, ME, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, WI and Washington D.C. Please only apply if you are able to live and work full-time in one of the states listed above. State locations and specifics are subject to change as our hiring requirements shift.

If you are an Internal Candidate, please apply via our Internal Job Board.

Our Team Emphasizes Our Core Values In The Following Ways

At Guild, we uphold our Core Values in everything we do.

• Build Shared Success - building partnerships and working collaboratively with others to meet shared objectives
• Be an Owner - holding self and others accountable to meet commitments
• Nurture A Learner’s Mindset - using a combination of feedback and reflection to gain productive insight into personal strengths and development areas
• Create Belonging - recognizing the value that different perspectives and cultures bring to our company

Posted on: Monday, June 26th, 2023

Application Summary: Thank you for considering this exciting opportunity, as we anticipate a high level of interest from talented candidates; we encourage you to approach the application sincerely and put forth your best effort.

Application Deadline: Interested candidates should submit their application by Friday, June 30th, 2023 by 10am MT.

Guild is hiring an Associate Manager to join our Member Support team; a team committed to building a diverse, equitable, and inclusive environment that you’d support every day. This role supervises a team of 10-14 specialists who work on a high volume of inbound tickets, chats, and incoming phone calls to support learners and members. You will be responsible for ensuring high-quality customer service, addressing member inquiries or concerns, and resolving issues in a timely manner. Additionally, you may contribute to developing and implementing strategies to improve member satisfaction and retention, while also providing guidance and training to specialists to maintain service excellence.

As Associate Manager, Member Support, You Will

• Drive team performance and build action plans for continuous improvement.
• Develop and implement operational strategies/change management skills to achieve department objectives.
• Supervise a team of 10-14 Member Support Specialists by conducting weekly 1:1 meetings, leading team meetings, performing call reviews, and managing any logistical requests.
• Manage consistent change by supporting team members and explaining the “why” behind the frequent and quick changes that result from Guild’s vast growth.
• Set clear expectations and implement performance management strategies to drive excellence and identify growth opportunities for team members.
• Act as a point of escalation for complex member inquiries, ensuring timely resolution and excellent member service.

You are a strong fit for this role if you have:

Required Competencies

• Ability to navigate knowledge management resources (Confluence, Guru, Salesforce, etc.) and communicate complex information in a concise and clear manner.
• Experience using analytical approaches to develop, measure, and evolve processes.
• Experience managing teams with developing OKRs, KPIs, or metrics.
• Experience building diverse, equitable, and inclusive teams.
• Experience with change management and/or rolling out new processes/procedures to drive efficiency.
• Ability to develop positive relationships and communicate effectively while under pressure.

Preferred Competencies

• Ability to successfully manage multiple complex, cross-functional projects at the same time.
• 1+ years of experience managing an inbound contact center, with specific experience with various CMRs.
• Experience in a startup or similar environment where there is frequent change and a need to demonstrate and act with a sense of urgency.
• Familiarity with tools like Salesforce, Looker, Asana, and Zendesk.

We feel passionately about equal pay for equal work, and transparency in compensation is one vehicle to achieve that. Total compensation for this role is market competitive, including a base salary range of $72,500 - $81,875, as well as company stock options.

We are committed to providing opportunities that align with our larger company strategy of Career Mobility. We believe that skills are transferable and value candidates that have a passion for our mission and a learner’s mindset. If you don’t have 100% of the qualifications but can see yourself doing a great job, we invite you to apply.

This is considered a “Covered Role” under the Department of Education’s Ban on Incentive Compensation. Your compensation will not be established or changed, directly or indirectly, based on your success in enrolling students or the management of those activities by those who report to you.

At Guild, we unlock the talent and economic potential of America’s workforce for employees and their companies. We partner with the nation’s largest employers—including Walmart, Chipotle, Discover, Hilton, Macy’s, Target, and The Walt Disney Company—to create cultures of opportunity that help them attract and retain top talent, while building the workforce of the future from within. By using our proprietary Career Opportunity Platform to develop education and learning programs that work in the real-world, thousands of employees at those companies have gained the skills, knowledge, and guidance they need to build a brighter future for themselves and their families—all without paying for tuition or career services on their own.

Guild is female-founded and a certified B Corp. The company has been named to the TIME100 Most Influential Companies of 2022 list, CNBC Disruptor50 list three years in a row, Inc. Best Led Companies list, Fast Co. World Changing Ideas list and the B Lab Best for the World list among many others.

We Currently Offer The Following Benefits

Guild is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you have a disability or special need that requires accommodation, please let your recruiter know.

• Open vacation policy for employees to rest and recharge
• Education benefits and tuition assistance to help your future development and growth
• 8 days of fully-paid sick leave, to take the time to heal and or recover
• Access to a 401k to help save for the future
• Access to low-cost, high-quality health care options through Cigna and Kaiser (due to coverage limitations, Kaiser is currently only available in CA & CO)
• Well-rounded wellness benefits including free and low cost mental health resources and financial wellbeing support services
• Family-friendly benefits, including 12 weeks of parental leave for non-birthing parents and 18-20 weeks for birthing parents; 4-week ramp-up period for when employees return from a leave of 6 weeks or more; as well as employer-paid short-term and long-term disability, employer-sponsored life insurance, fertility and caregiving benefits.

PRIVACY NOTICE
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