Fintech CX Operations Manager

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

Job summary

DAT is seeking a Manager of Customer Experience for Fintech Products in Seattle. You will lead CX operations, own the operating model for fintech product support, and guide a mix of onshore and offshore teams to deliver excellent carrier experiences.

The role emphasizes data-driven improvement, escalation management, and leveraging automation/AI to drive efficiency while balancing cost and service levels. This is a hybrid role with on-site three days per week in downtown Seattle.

Qualifications

• 8+ years in customer support, CX, or service operations, incl. 3+ years managing people.
• Proven CX metrics experience and data-driven improvements.
• Experience owning and negotiating vendor/BPO contracts and managing outsourced partners.
• Forecasting and workforce planning experience for a growing support org.
• Outstanding verbal and written communication, capable of tailoring messages for varied audiences.
• Empathy and sound judgment balancing customer experience with business interests.
• Hands-on with automation and AI tooling to improve efficiency.
• Proficiency with CRM and support software (Zendesk, HubSpot, Freshdesk, or similar).
• Bachelor's degree or equivalent practical experience.

Responsibilities

• Own operating and coverage model for the CX team across fintech products.
• Coach and develop a team of support specialists; scale the organization as products and volume grow.
• Define, own, and report on team metrics and KPIs (CSAT, response & resolution times, cost per contact).
• Escalation point for the most complex carrier issues.
• Champion automation, AI tooling, and process changes to reduce cost while maintaining quality.
• Forecast volume, staffing, and budget; plan for product launches and seasonality.
• Represent carrier voice with Product, Engineering, Operations, Risk, and Finance.

Skills

CX leadership

Data-driven decision making

Vendor management

Forecasting

Communication

Automation & AI tooling

Cross-functional collaboration

Process improvement

Education

Bachelor's degree or equivalent

Tools

Zendesk

HubSpot

Freshdesk

Job description

DAT is seeking a Manager of Customer Experience for Fintech Products in Seattle. You will lead CX operations, own the operating model for fintech product support, and guide a mix of onshore and offshore teams to deliver excellent carrier experiences.

The role emphasizes data-driven improvement, escalation management, and leveraging automation/AI to drive efficiency while balancing cost and service levels. This is a hybrid role with on-site three days per week in downtown Seattle.