Senior Manager, Customer Experience

ABOUT ROCKET MONEY 🔮

Rocket Money’s mission is to empower people to live their best financial lives. Rocket Money offers members a unique understanding of their finances and a suite of valuable services that save them time and money – ultimately giving them a leg up on their financial journey.

ABOUT THE ROLE 🤹♀️

• Prioritize multiple queues and manage daily workflow to ensure requests are resolved quickly and efficiently
• Work cross functionally with other teams within Rocket Money as well as other business units within the Family of Companies
• Contribute to process improvements and developments that will continue to enhance product experience for customers
• Lead, grow, and manage the Customer Experience team and functional area - including lead teams while mentoring and advising them on best practices, process improvement, and career growth
• Work with the Director of Operations to efficiently and properly allocate resources to meet SLAs and ensure team coverage
• Ensure positive user experience by determining when additional information is needed or troubleshooting breakdowns in the process
• Develop, maintain and execute processes that provide key services to our users
• Constantly strive to improve productivity and efficiency to make sure team level KPIs are met

ABOUT YOU 🦄

• You have an interest in personal finance and a desire to see others succeed in managing their money
• Experience with Intercom or other customer experience CRMs, BI tools like Looker or Tableau, and implementing automation integrations
• Experience maintaining SLAs, demonstrated skill of measuring team impact, and history of ability to manage and influence KPIs
• Communication Skills -- You know how to tactfully articulate points in a cross-functional environment
• You have 4+ years hiring, training, and managing an operations or customer support team
• Product minded -- You're constantly thinking about the bigger picture and how these changes affect everything else
• Customer service experience in a B2C tech company is a plus!

WE OFFER 💫

• Matching 401k
• Lunch daily
• Health, Dental & Vision Plans
• Competitive Pay
• Commuter benefits
• Snacks & Coffee
• Unlimited PTO

Additional information: Salary range of $90,000 - $115,000 Base pay offered may very depending on job-related knowledge, skill, and experience.

Rocket Money, Inc is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.*

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.