Fintech CX Manager: Scale, AI & Automation

DAT Freight Solutions; Seattle (WA); Hybrid; USD 104,000 - 146,000; Full time

Job summary

DAT Freight Solutions is seeking a Manager, Customer Experience - Fintech Products to lead CX operations for factoring, fuel cards, and new offerings. Hybrid role requiring three days on-site in downtown Seattle, with a focus on metrics, efficiency, and carrier advocacy while balancing business needs.

You will build, coach, and scale onshore and offshore teams, drive automation and AI tooling, and partner with Product, Engineering, Risk and Finance to ensure a voice for the carrier in product

Qualifications

• 8+ years in customer support, customer experience, or service operations with 3+ years of people management.
• Track record of defining CX metrics and driving measurable operational improvement.
• Experience owning vendor/BPO contracts and managing outsourced partners.
• Experience with forecasting and workforce planning for growing support teams.
• Strong written and verbal communication, adaptable to diverse audiences.
• Empathy with the ability to balance customer experience and business interests.
• Hands-on focus on efficiency, automation, and AI tooling in support.
• Proficiency with CRM and support software like Zendesk, HubSpot or Freshdesk.

Responsibilities

• Lead CX operations and team development across fintech product lines.
• Define, own, and report team metrics and KPIs; escalate complex issues.
• Drive automation initiatives and AI tooling to reduce cost per contact.
• Forecast volume, staffing, and budget; plan for product launches and seasonality.
• Collaborate with Product, Engineering, Operations, Risk, and Finance.

Skills

CX leadership

People management

CX metrics

Vendor contracts

Forecasting

Communication

Empathy

Automation/AI

CRM tools

Education

Bachelor's degree or equivalent

Tools

Zendesk

HubSpot

Freshdesk

Job description

DAT Freight Solutions is seeking a Manager, Customer Experience - Fintech Products to lead CX operations for factoring, fuel cards, and new offerings. Hybrid role requiring three days on-site in downtown Seattle, with a focus on metrics, efficiency, and carrier advocacy while balancing business needs.

You will build, coach, and scale onshore and offshore teams, drive automation and AI tooling, and partner with Product, Engineering, Risk and Finance to ensure a voice for the carrier in product