Customer Support - US Manager Digital Transformation

EMPOWER OVERVIEW

Empower is a high-growth financial technology company on a mission to expand access to fair credit to give anyone in the world the opportunity to improve their financial security and mobility. We dream up and launch one-of-a-kind features that help our members get money instantly whenever they need it, save for the future, and rewrite their financial story. Our members see Empower Cash Advance as a life-saver, Empower Automatic Savings as a game-changer, and the new Empower Thrive line of credit as a lifeline to low-cost borrowing and the only practical path to building good credit.

Empower is backed by Sequoia Capital, Blisce, and Icon Ventures. Are we the next great place to grow your impact and accelerate your career? We think so:

Inc. ranked Empower #56 in the 2023 Inc. 5000 list of the fastest-growing private companies in the US (#55 in 2022). Forbes put Empower on its 2023 list of America's Best Startup Employers. Fast Company recognized the new Empower Thrive line of credit in their 2022 list of the Next Big Things in Tech.

THE EMPOWER WAY

Great Expectations: We come up with bold, audacious goals for ourselves and go all out for impact

Owner Mindset: We give every employee latitude to act independently, make smart choices, and move the business forward

Spirited Debate: We love skeptics and seek counter opinions to challenge our personal assumptions and expand our view

Customer Obsession: We listen to understand, empathize, and create a memorable, rewarding experience for our community

Inclusive Collaboration: We believe diverse teams make the best decisions, and we strive to give diverse voices a seat at the table

No Jerks Allowed: We value our relationships and take the time to build trust and connection and communicate respectfully

WHAT EMPOWER OFFERS

Competitive salary

Generous equity package

Full healthcare and dental benefits

Technology  expense reimbursement

Work  from anywhere

JOB DESCRIPTION

In this role, you will contribute to Empower’s Automation and AI roadmap for Customer Operations and Success. You will also partner closely with  cross functional product and technology teams to bring our Digital Customer Operations COE (center of excellence) to life. Empower strives to be at the forefront of the responsible development of automation & generative AI, to significantly transform the CX journey. You will also act as a liaison between customer operations and technology to remediate incidents as identified.

The ideal candidate will play a pivotal role in influencing a culture of an “AI first” mindset across the enterprise with a specific focus on leveraging Generative AI capabilities for customer success.. You will also have an imaginative mindset with experience delivering AL driven solutions and be a self-starter.

Travel for company offsites is expected at a minimum 2 times a year.

Key Responsibilities

• Take charge of the early stage development of our automation & AI strategy, evolving it into a sustainable initiative covering use cases such as chat, email, voice, agent “assist” and back office processes

• Develop and implement the Gen AI plan, ensuring robustness and cost-effectiveness. Evaluate buy vs. build options, where appropriate

• Regularly assess the AI vendor performance, Proof of Concepts (POC), Testing and overall integration of successful outcomes

• Collaborate openly with the business, tech and compliance leaders to ensure the design prioritizes the overall needs to support our customer, product and regulatory requirements

• Lead all aspects of AI use case development in partnership with internal collaborators from Customer Support, training and operations with the goal of integrating the most effective new capabilities

• Maintain and escalate risks, issues, and other blockers related to the delivery of AI solutions and/or workflows including documented playbooks

• Lead benefits (ROI)  analysis to drive prioritization and implementation of the CS AI roadmap

• Contribute to  meaningful performance metrics, objectives, and key results to gauge the progress and success of initiatives and share results regularly

• Act as influential authority on  CS automation & AI to ensure the requirements for IP protection and ethical use are met

• Stay up-to-date with latest advancements in AI strategies and standard processes to evolve the strategy as needed

• Use customer insights data to inform decisions (VOC)

• Be a key contributor in building and managing opportunity and idea backlog aligned with business strategy and priorities

Candidate Qualifications

• Motivated by Empower’s mission and determined to create a personable and meaningful experience for our customers

• BA/BS degree in Business Management, Digital Transformation, Business Analysis or a technical field

• 4+ years experience in financial service operations

• Specific experience with a comparable FinTech is a plus

• At least 2 years supporting an intelligent automation program using AI (including LLM), Gen AI technologies and working knowledge of AI & Automation process optimization and prioritization framework

• Deep understanding of technical data architecture and AI applications in a business context

• Familiarity with agile development methodologies and experience partnering with agile teams

• Demonstrated passion for the customer experience and the ability to solve problems with a high level of empathy

• Strong problem solving and analytical skills with the ability to work independently with ownership and influence to negotiate across teams

• Excellent verbal and written communication skills with the ability to explain complex topics in easily understood, concise language

• Experience at tech and/or product-driven companies/startups preferred

• Ability to iterate rapidly to improve the experience while building core components of the AI platform

At Empower, we hire for people that push themselves to understand others and seek out ways to challenge their personal assumptions. Our hope is that by fostering such an environment, we strengthen our business and relationships by putting people first. We are committed to building a diverse, inclusive, and equitable workspace where everyone (regardless of age, education, ethnicity, gender, sexual orientation, or any personal characteristics) feels like they belong. Even if your experience doesn’t exactly match up to our job description, you should feel empowered to apply regardless!