Remote - Director Of Partner Success

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

SUMMARY:

As an Operations Director, you will be tasked with supporting and driving customer experience improvements for a key 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 lead projects when necessary.

RESPONSIBILITIES:

• NPS
• Participate in contract development with external product partners.
• Owner of escalation of performance concerns and issues.
• Ensure CSMs Coordinate with stakeholders and assigned product partners, to develop appropriate periodic reports.
• Service levels
• Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
• Ensure relationships between Green Dot and external product partners are mutually beneficial, frictionless, and meet established goals.
• Quality
• Ensure CSMs establish, drive and manage periodic performance and business reviews.
• Deliver on key KPIs:
• Ensure CSMs Assist Corporate Resolutions with executive escalations and regulatory complaints pertaining to assigned products.
• Serve as critical stakeholder for Vendor Operation as and CES, in all SOW, SLA and KPI establishment activities.
• Manage group of Customer Success Managers (CSM) assigned book of products/programs for external product partners.
• Lead appropriate ceremonies to ensure alignment, delivery, and process improvement
• Ensure Green Dot goals and targets in engaging with external product partners are met.
• Serve as primary area leader point of contact for external product Partners.
• Monitor client satisfaction, facilitate improvement as needed, and regularly communicate with clients’ key stakeholders in conjunction with the management team.
• Ensure CSMs 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.
• Act as SME and coach for process improvement activities
• Act as SME and coach for process improvement activities
• Lead appropriate ceremonies to ensure alignment, delivery, and process improvement
• Ensure CSMs Create reporting templates in conjunction with CES partners, internal and external stakeholders.
• Lead problems solving for the team
• Lead problems solving for the team
• Ensure CSMs Conduct post-implementation reviews, analyzing data pertaining to the contact rate for the new feature.
• Primary oversight for periodic reviews and reporting of performance.
• Oversee end to end implementation plans for new product features by CSMs.
• CSTAT

REQUIREMENTS:

• 6 years or equivalent experience in managing cross-functional programs
• Strong knowledge of customer care processes and techniques
• Lean management/business agile experience preferred
• You are a problem solver with the ability to encourage others in collaborative manner and ability to influence with deep subject matter expertise.
• 7 yrs experience in management and people leadership roles
• Prior experience driving strategic initiatives at function, department, or enterprise wide levels
• Demonstrated experience interfacing with internal and external leadership/executive teams, presenting updates and driving timely execution against corporate and partner goals and targets
• Ability to organize, drive and manage cross-functional teams
• 5 years’ experience or equivalent in program/project management with progressively increasing responsibilities
• Customer relationship management/account management experience preferred.
• Excellent oral, written, and interpersonal communication skills
• Presentation Skills
• Bachelor's Degree required
• Demonstrated experience managing fluid and complex matrix environments
• Strong organizational skills that reflect ability to reform and prioritize multiple tasks seamlessly with excellent attention to detail
• Must be able to simultaneously handle multiple projects and meet deadlines with proven ability to succeed in a high activity/pace environment with managing associated stress. Outstanding ability to work independently, within a team, and across various departments
• Must be able to simultaneously handle multiple projects and meet deadlines with proven ability to succeed in a high activity/pace environment with managing associated stress. Outstanding ability to work independently, within a team, and across various departments.
• Minimum 10 years of combined Customer Support and Partner Management preferred
• Proven ability to drive outcomes without authority
• Strong knowledge of customer care processes and techniques
• Prior broad program management experience, with people management responsibilities
• Minimum 10 years of call center customer care experience

POSITION TYPE

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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.