Manager, Emergency Cash Recipient Experience

Responsibilities

• Own the Emergency Cash recipient support function across all communication channels
• Build and maintain standardized operating procedures, training materials, and quality standards
• Plan and deploy call center capacity for Emergency Cash responses
• Recruit, onboard, and train call center personnel and partner organizations
• Monitor recipient interactions to ensure high-quality service and identify emerging issues
• Establish quality assurance processes, dashboards, and performance metrics
• Resolve escalations and complex recipient issues following program launch
• Partner with Product and Engineering to improve recipient engagement and case management technology
• Oversee the deployment and continuous improvement of AI-powered recipient support agents

Requirements

• 3–5 years of experience leading customer support, contact center operations, or service delivery
• Demonstrated experience building operational systems and quality assurance processes
• Experience leading teams responsible for high-quality support at scale
• Strong analytical skills using operational data to drive improvement
• Excellent project management and communication skills
• Ability to thrive in fast-moving, ambiguous environments
• Experience improving recipient experience through process design and technology

Preferred Qualifications

• Experience in humanitarian response, international development, or social impact
• Experience managing outsourced or distributed contact center operations
• Experience with CRM, ticketing, or case management platforms
• Experience with AI-powered customer support tools or conversational AI
• Experience collaborating with product and engineering teams on customer-facing technology

About the Company

GiveDirectly has delivered more than $1B in cash directly to 2+ million people living in poverty across 15 countries since 2011. We believe cash transfers are one of the most scalable, cost-effective, and dignified forms of aid.