Manager, Emergency Cash Recipient Experience

Remotedxb; Dubai; On-site; AED 260,000 - 380,000; Full time

Job summary

GiveDirectly is seeking aSenior Operations Lead for Emergency Cash recipient support in Dubai. You will oversee multi-channel support, build SOPs, and scale QA processes while coordinating with product and engineering to improve case management and recipient engagement.

The role requires leading teams, managing performance metrics, and deploying AI-powered support tools to maintain high-quality service in a fast-moving humanitarian program in the UAE.

Qualifications

• 3–5 years leading customer support or call center operations
• Experience building operational systems and QA 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

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

Skills

Leadership

Quality assurance

Data analysis

Project management

Communication

Tools

CRM systems

Ticketing platforms

AI tools

Job description

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.