Director of Customer Care Product Operations, Earnin
$216-264k
+ Equity
Office located in Mountain View, CA
Paycheck advance service for employees
Job no longer available
Paycheck advance service for employees
501-1000 employees
Job no longer available
$216-264k
+ Equity
Office located in Mountain View, CA
501-1000 employees
Company mission
To build a financial system that works for people.
Role
Who you are
- Deep passion for customers and a strong belief in the power of care as a product differentiator
- 7+ years proven leadership experience, including managing cross-functional embedded teams and developing systems for scale and autonomy
- Strong product and/or technical background preferred—ideally with a degree in Engineering, Computer Science, or related field and hands-on product development or technical experience
- Experience with AI strategy, including tool selection, automation mapping, and agent-assist systems
- Demonstrated ability to build and scale user research and feedback loops into product pipelines
- Outstanding analytical and problem-solving skills; data-driven decision-making is a must
- Expertise or capability in operations including knowledge of quality assurance, agent readiness, escalations
- Track record of influencing and aligning with stakeholders across Product, Engineering, Marketing, and CX
- Excellent communication and collaboration skills—especially in high-ambiguity environments
- Strategic thinker with operational rigor; balances long-term vision with near-term execution
- Tenacious, optimistic, and resilient in the face of change and challenge
What the job involves
- We are seeking an experienced leader to execute the strategic direction of our Customer Care organization through our product Operations Team
- This is not a traditional Care role—this leader will work deeply embedded in product, helping shape customer-centric experiences by integrating customer insights, agent feedback, transactional communications, and user research directly into product development
- This role also drives Care AI automation strategy, and is pivotal in building a future-forward, scalable, and efficient support organization
- Own and drive the Care AI strategy to shift from human support to automated and AI-powered resolution
- Define automation use cases, KPIs, and optimize adoption across all support channels
- Partner and collaborate closely with Product & Engineering to align automation roadmap with technical feasibility and business goals
- Lead Customer Care’s product integration strategy to embed CX into every product and operational decision
- Manage 4–5 senior Care Specialists embedded in key product pods to ensure launch readiness, lifecycle comms, and research support
- Act as the cross-functional glue between Care, Product, and Eng—aligning roadmaps, surfacing feedback, and driving issue resolution
- Consolidate customer, agent, and system insights into a single narrative to inform continuous improvement
- Build a scalable, company-wide user research program with EarnIn-specific guidelines to enable autonomous research
- Define high-priority UR initiatives aligned to business goals that product operations will take on
- Select and implement research tooling (e.g., Maze, Dovetail) to support execution at scale
- Define and lead the vision for proactive support to reduce downstream volume and improve CX
- Identify top contact drivers and design upstream solutions (human + tech-based) to prevent issues
- Run proactive tests and scale successful initiatives that reduce support workload and drive efficiency
- Own lifecycle and transactional communication, partnering with Product and leveraging platforms like Braze, led by product specialists
- Ensure comms are insight-driven, tested, and optimized for clarity, conversion, customer and business value
- Define and operationalize metrics that measure customer value, friction, and care excellence
- Scale a high-impact Product Operations function that acts as the voice of the customer across the org
Our take
Paying bills is an inevitable part of life, but paying them late or dipping into overdrafts can result in fees. This is the reality for millions of workers who have to wait for their paychecks to arrive – and the problem that companies like EarnIn are trying to solve. By allowing hourly workers access to their pay as it is earned rather than on a fixed date, it hopes to provide all Americans with the ability to deal with immediate costs without going into arrears.
Unlike competitors in this growing space, Earnin charges no mandatory fees, instead gaining revenue through a voluntary tipping system. It also requires no credit checks to access its services, which puts it ahead of the growing number of digital banking solutions. This approach has garnered it a strong user base of business customers who offer Earnin as an employee benefit.
Earnin has managed to continue its steady growth even while the wider tech landscape suffered setbacks, which suggests a wise leadership. It also continues to improve its offering and expand its network of businesses, aiming to give every employee in America control of the money they've earned.
Freddie
Company Specialist at Welcome to the Jungle
Insights
42% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Dec 2018
$125m
SERIES C
Sep 2017
$39m
SERIES B
Total funding: $190.1m
Company benefits
- 401k
- FSA
- Mental health resources
- Employee Resource Groups
- Stipend for growth opportunities
- Pet friendly office
- Work from home opportunities
- Health insurance
Company HQ
Evergreen Park, Palo Alto, CA
Leadership
Ram Palaniappan
(Founder & CEO)Was Senior Operations Manager at Reflect.com, a P&G company. Served as President of UniRush from 2004 to 2012.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 18 more jobs at Earnin