Want to help everyday Americans build wealth? Financial inequality is increasing and too many people are getting left behind. At Stash, we believe in the power of simplifying investing, making it easy and affordable for everyday Americans to build wealth and achieve their financial goals.

We’re one of the fastest growing fintechs in the U.S. and have had another record-breaking year. In 2021 we almost doubled our headcount and valuation. Our personal finance app makes investing easy and affordable; this year 6 million customers set aside more than $3 billion with Stash.

Prioritizing People is one of our core values and has been key to a healthy work-life balance and a great sense of fulfillment and inclusion. We employ a true people first - hybrid model. Live and work where you feel the most productive, whether that is in your home, in an office, or a combination of both.

Let’s solve complex problems and tackle wealth inequality.

Stash is pioneering the future of personal finance with the first financial subscription that helps people create better lives. From budgeting to saving for retirement, Stash unites banking, investing, and advice all in one app that has helped more than 5M people reach their financial goals and make progress towards financial freedom

We're hiring a Senior Manager for the CX Operations team who will report to the Director of CX Operations for our Customer Experience team. The CX Operations team is responsible for optimizing internal processes and removing barriers to service, with the ultimate goal of providing our customers with excellent, best in class service.

You’ll work across the customer experience and product organizations to build a culture of process improvement that will enable contact reduction and improve customer satisfaction. You’ll have a seat at the table with the Product organization as the voice of the customer to improve the way we do things. You’ll enable change management across the customer experience team to ensure our frontline agents are ready to tackle anything that comes their way.

What you’ll do:

• CX Product Liaison :
• Gather and communicate requirements for product teams on customer facing issues, CX agent tooling needs, and self-serve requirements for customers
• Act as the voice of the customer and the voice of the agent in product planning sessions to ensure the customer experience and the agent experience will be best in class for new product launches
• Work closely with product squads to stay up to date on upcoming customer-facing product launches, to ensure the CX team and agents are ready
• Process Re-Engineering & Process Improvement
• Obsess over the end-to-end customer journey; Perform quantitative analysis of key process indicators to identify opportunities for process improvement and fix areas in which the customer effort is too high 
• Raise customer pain points to relative engineering squads; lay out and execute on the strategic plan to remedy them - how could we be doing things better?
• Proactively action on the operational opportunities that have been identified for improvement through internal process re-engineering
• Project Management & Cross-Functional Work
• Work with internal stakeholders (product, engineering, and brokerage) to drive processes with customer service front line and back office teams to remove barriers to service and enhance customer experience
• Be proactive in identifying the cause of end-user and agent knowledge gaps and escalate training needs
• Direct customer support as required to understand issues and support larger CX team
• Effectively communicate with stakeholders across cross-functional teams

What we are looking for:

• 5-7 years of experience in an operational or analyst position at a consumer facing company
• Experience leading and/or participating in structured process improvement activities 
• Lean Six Sigma Green or Black Belt Certification
• Strong analytical background 
• Proficiency in Zendesk and Excel, experience with Looker
• Exceptional project management skills
• Great communication skills, both written and verbal
• Ability to effectively work well across teams
• A passion for process efficiency and effectiveness
• A passion for solving problems and customer experience
• The desire to educate and help users
• Commitment to going above and beyond

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#LI-REMOTE

At Stash it is our mission to help everyday Americans invest and build wealth. That includes people of all races,  genders, and abilities, so it is important to us to acknowledge and address the issues of inequality in financial services head on. 

Diversity and inclusion are essential to living our values, promoting innovation, and building the best products. Our success is directly related to our employees and we believe that our team should reflect the diversity of the customers that we serve.  As an Equal Opportunity Employer, Stash is committed to building an inclusive environment for people of all backgrounds.

If you require any reasonable accommodations to make your application process more accessible please reach out to [email protected]. 

Invest in Yourself: 

• Equity & Stash Accounts [Invest, Retire, Custodial, Bank]                     
• Flexible PTO 
• Learning & Development Fund 
• Work from Home Stipends
• Parental Leave [Primary & Secondary]

Recognition:

• BuiltIn’s Best Places to Work (2019, 2020, 2021) 
• Forbes Fintech 50 (2019, 2020, 2021)
• Best Digital Bank, Finovate Awards (2020)
• Tearsheet Challenge Awards, Best Banking Card Product - Stock-Back® Card, 2020
• LendIt Fintech Innovator of the Year (2019 & 2020)

**No recruiters, please**