Director, Care Operations

Position Summary

Customer Care is a mission-critical function at EarnIn, operating at scale in a 24x7 environment across both AI and human-supported experiences. We are seeking a Director of Care Operations to lead our global human agent operations, spanning our Mountain View based benchmark team and our BPO partner teams abroad.

EarnIn runs Customer Care a bit differently from the industry. Our operations are split into sub teams (pods), each owning an assigned group of customers. We measure team performance but look at actual business and customer outcomes for their customers. This requires our agents to incorporate longer term thinking when handling contacts and to think more like an ‘account manager’. This setup provides us a larger impact but carries unique operational complexities. This role is accountable for the operational performance of the human care ecosystem, with primary responsibility for delivering business outcomes including retention, net margin impact, and risk loss reduction. Efficiency, quality, and service delivery are critical levers in achieving these results. The Director serves as the senior in-office operational leader in Mountain View, providing visible, hands-on leadership for the benchmark team while ensuring standards are consistently executed and replicated across global BPO environments. This leader designs and governs the human care operating system  including performance frameworks, quality standards, intervention models, and escalation pathways  enabling Operations Managers and Associate Operations Managers to execute with clarity and discipline.

This is a 5-day per week in-office role in Mountain View. The US base salary range for this full-time position is $216,000 – $264,000 + equity + benefits. Compensation is determined by role, level, and location.

What You’ll Do

Own Global Human Care Performance

• Lead all human agent operations globally (internal benchmark + BPO), with direct operational accountability for customer retention, net margin impact, and risk loss performance.
• Define and govern our pod based human operations: performance framework, including KPI structures, intervention thresholds, and performance escalation models aligned to business objectives.
• Ensure consistent standards for quality, service delivery, and efficiency across all internal and external teams.

Govern Quality & the Pod-based Methodology

• Own the design, evolution, and governance of the Pod based methodology and playbook, ensuring rigorous and consistent execution across sites.
• Ensure quality frameworks and coaching standards translate into measurable improvements in member retention, margin performance, and risk reduction.
• Establish strong calibration discipline and quality consistency across leadership layers and BPO partners.

Lead our in-house Benchmark pod & Build Leadership Capability

• Serve as the senior in-office leader for Customer Care in Mountain View, providing visible daily leadership and reinforcing high standards for performance, coaching rigor, and operational discipline.
• Ensure the benchmark team operates as the global model for human care execution, performance stability, and business-aligned decision-making.
• Foster a culture that prioritizes agent judgment, critical thinking, and quality outcomes over script-based resolution.
• Lead and develop a multi-layer organization, including Operations Managers and Associate Operations Managers, strengthening leadership capability in data fluency, root cause analysis, structured coaching, and disciplined performance management.
• Equip managers with clear frameworks and intervention models to diagnose performance gaps and drive measurable improvement.

Drive Operational Steadiness & Risk Governance

• Proactively identify operational and quality risks, including performance drift, process breakdowns, and control gaps.
• Implement structured mitigation plans to protect member experience and financial performance.
• Reinforce discipline, predictability, and accountability across all leadership layers.

Partner Cross-Functionally & Globally

• Collaborate with Workforce, Vendor Management, and Vendor Operations to align forecasting, staffing models, and capacity planning with performance expectations across internal and BPO teams.
• Establish structured feedback between Care and Product, ensuring frontline insights are synthesized, prioritized, and translated into scalable improvements.
• Partner closely with Care AI leadership to ensure clear delineation and effective escalation pathways between AI and live agent support.
• Travel internationally as needed to reinforce performance standards and alignment across BPO partner sites.

What We’re Looking For

• 7+ years leading B2C customer care operations in a high-volume, 24x7 environment.
• Experience overseeing global in-house and BPO teams, including managers of managers.
• Strong background in chat-first and multi-channel support models.
• Proven ability to drive business outcomes through operations, including retention, net margin impact, and risk loss reduction.
• Deep familiarity with modern CX tooling ecosystems (e.g., Zendesk, Assembled, WFM platforms, QA tools, CRM systems, AI-enabled workflows).
• Strong technical acumen and data fluency; comfortable partnering with Product and Engineering. SQL or equivalent analytical experience preferred.
• Experience operating within a hybrid AI + human support model or other non-traditional care structures.
• Demonstrated product mindset and experience influencing roadmap through structured frontline insight governance.
• Comfortable serving as a visible, hands-on leader in a 5-day in-office Mountain View role.
• Strong executive presence with disciplined operational judgment and clear performance standards.
  
  

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