Director of Operations at Raise Marketplace

Director of Operations

• United States

About Raise

Raise is the leading mobile payments and prepaid gift card platform where millions of consumers earn instant cash back and save money on purchases. The company has transformed traditionally simple pieces of plastic into one powerful payment mechanism that can be seamlessly used at 300,000+ retail locations nationwide.

As a marketplace with 4,000+ brands and 500 retail partners, Raise enables consumers to save money and instantly pay for in-store or online purchases at their favorite stores using their digital mobile wallet. In addition to offering value and convenience for consumers, Raise allows retailers to unlock a new, data-driven channel to activate targeted segments of the platform’s more than 2.5 million members.

Since 2013, Raise has saved members more than $150 million. The company is based in Chicago and has received $147 million in funding from investors including Accel, Bessemer Venture Partners, New Enterprise Associates, and PayPal. Raise is available on both iOS and Android and at www.raise.com.

About Slide

Launched in 2020, Slide is the only mobile payment app that offers unlimited 4% cash back on every purchase. The power of Slide happens at contactless payment systems at 150 retailers in 100,000 nationwide locations, including Lowe’s, Ulta Beauty and Chipotle. Slide users can instantly cash out their funds to Venmo or PayPal after they’ve earned $15 or apply their earnings toward their next Slide purchaseno uploading a receipt or extra steps required. There are no hidden fees and no limit on the amount of cash back that users can earn.

About the Position

Raise is seeking a Director of Operations to join our team to support the day to day management of our operations. This role reports to the Vice President, Operations. You will lead customer support, including risk management, as well as training and documentation initiatives while driving customer experience. You’ll also coach and mentor a dynamic group of team members by creating individualized professional development and training plans. We are looking for a candidate who wants to make a significant impact on Raise customer experience; you will have the opportunity to help refine, design and implement efficient operations processes and foster a culture of accountability and empathy.

Responsibilities

• Work with VP in creating strategic plan and budget for the department
• Partner with internal leaders to continually translate needs into viable Operations processes
• Identify trends, opportunities for improved support, process efficiencies and work to implement new automation or new processes to address the recommended improvements
• Collect data, analyze, and predict metrics and budgets to evaluate services, staff, and member needs
• Optimize the support triage and escalation process
• Lead staff and oversee daily activities
• Identify and develop internal talent
• Attract, hire, and retain an industry leading customer centric operations team
• Champion diversity, equity and inclusion efforts

Skills & Qualifications

• 8+ years of experience managing and leading in Customer Service and/or Operations teams
• Fluency with support and operations metrics
• Demonstrated experience coaching and developing high performance teams.
• Exceptional verbal and written communication skills
• Excellent critical thinking and problem solving skills
• Ability to easily shift between high level strategy and tactical execution
• Highly detail oriented with strong organizational skills
• Strong project management skills including: conceptualization, delivering analysis and ROI, driving alignment with internal teams, planning resources, managing deadlines and objectives

Benefits

Raise offers a comprehensive benefits package to all our employees, including:

• Medical, dental, and vision insurance
• 401(K) plan with discretionary company match
• Company-paid short-and-long-term disability
• Company-paid life insurance
• Pre-tax health flex spending and dependent care plan
• Flexible Paid Time Off Policy, including sick time, unlimited vacation, and Raise Gives Back time off for volunteering
• Pre-tax commuter program
• Paid parental leave
• Voluntary benefits, such as Pet Insurance and Identity Protection

Raise is a place where everyone can learn and grow. Regardless of your check list of qualifications, we encourage you to apply if you feel this role is a good fit for your skills.