Fintech CX & Operations Manager

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

Job summary

DAT is seeking a Manager, Customer Experience — Fintech Products to lead CX operations, define the operating model, and coach onshore and offshore teams. You’ll implement automation and KPI-driven processes to balance carrier advocacy with business needs.

This hybrid Seattle-based role partners with Product, Engineering, Operations, Risk, and Finance to scale the support model, optimize cost, and deliver strong customer outcomes.

Qualifications

• 8+ years in customer support, CX, or service operations with 3+ years in people management.
• Proven CX metrics definition and data-driven operational improvements.
• Experience owning vendor/BPO contracts and outsourced partners.
• Forecasting and workforce planning for growing support org.

Responsibilities

• Lead CX operations, manage onshore and offshore teams, set KPIs and escalate issues.
• Drive automation and AI tooling to reduce cost while preserving service quality.
• Forecast volume, staffing, and budget for product launches and growth.
• Partner with Product, Engineering, Risk, and Finance to voice carrier needs.

Skills

Leadership

Data-driven decisions

Vendor/BPO management

Forecasting/workforce planning

Communication

Automation/AI tooling

CRM systems (Zendesk/HubSpot)

Education

Bachelor's degree or equivalent

Tools

Zendesk

HubSpot

Freshdesk

Job description

DAT is seeking a Manager, Customer Experience — Fintech Products to lead CX operations, define the operating model, and coach onshore and offshore teams. You’ll implement automation and KPI-driven processes to balance carrier advocacy with business needs.

This hybrid Seattle-based role partners with Product, Engineering, Operations, Risk, and Finance to scale the support model, optimize cost, and deliver strong customer outcomes.