Call Center Manager, Member Acquisitions

The Role We Need:

PadSplit is expanding its Member Acquisition team to ensure we deliver exceptional support and engagement to prospective members, who are looking for affordable housing.  We need a dedicated leader to optimize daily operations, enhance team performance, and streamline the member acquisition process, all while driving cost efficiencies and maintaining high-quality interactions.  This role is critical to scaling our efforts and achieving our mission of making housing more accessible and affordable.

The Person We Are Looking For:

The ideal candidate is an experienced and results-oriented leader with a passion for driving team performance and creating exceptional member experiences.  This role requires someone to have a proven track record of managing offshore teams, analyzing performance metrics, and coaching agents to success.  The right person has strong analytical and collaboration skills and is committed to using data-driven strategies to improve processes, enhance member engagement, and help PadSplit grow.

• Overseeing Daily Operations: Manage the day-to-day activities of an offshore Member Acquisition team, ensuring smooth and efficient workflows.
• Performance Management: Monitor and evaluate team performance against established KPIs and SLAs, providing regular feedback to improve outcomes.
• Quality Assurance (QA): Conduct regular QA reviews of agent calls and other interactions to ensure compliance with guidelines and identify coaching opportunities.
• Reporting and Analysis: Prepare and present detailed performance reports, using data to highlight trends and inform strategy.
• A/B Testing: Design and implement tests to optimize member engagement and team effectiveness.
• Collaboration Across Teams: Work closely with internal teams to develop and refine communication materials, scripts, and acquisition strategies.
• Issue Resolution: Address questions or escalations from internal and external stakeholders with professionalism and efficiency.
• Continuous Process Improvement: Refine team structures, workflows, and tools to enhance efficiency, productivity, and member experience.

• Leadership Experience: Proven track record of managing and motivating offshore teams to achieve performance goals.
• Performance Management Expertise: Demonstrated ability to develop, manage, and monitor KPIs and SLAs to ensure team success.
• Quality Assurance Skills: Experience conducting QA reviews, with a focus on identifying areas for improvement and coaching agents effectively.
• Analytical Ability: Strong data analysis skills to track trends, identify issues, and drive data-informed decisions.
• Operational Efficiency: Ability to identify inefficiencies and implement process improvements to streamline operations.
• Collaboration Skills: Adept at working cross-functionally with teams like Product, Marketing, and Customer Experience to align strategies and goals.
• Communication Skills: Excellent verbal and written communication skills to guide the team, address escalations, and liaise with stakeholders.
• Customer-Centric Approach: A commitment to providing superior service and delivering a positive member experience.
• Technical Proficiency: Experience with CRM and customer service tools like Zendesk and HubSpot (preferred).
• Adaptability: Flexibility to thrive in a remote, dynamic environment and adjust strategies as needed to meet business goals.

• Your application will be reviewed for possible next steps by the Hiring Manager.
• If you meet eligibility requirements, the next step would be a phone screen with a member of the PeopleOps team for about thirty (30) minutes.
• If warranted, the next step would be a video interview with our Director of Member Acquisitions for forty-five (45) minutes.
• If warranted, the next step would be a video interview with a small panel of key stakeholders for one-and-a-half (1.5) hours.  For this interview, a candidate would execute a live assessment to the panel for discussion.
• If warranted, then we move to offer!

• Fully remote position - we swear!
• Competitive compensation package including an equity incentive plan
• National medical, dental, and vision healthcare plans
• Company provided life insurance policy
• Optional accidental insurances, FSA, and DCFSA benefits
• Unlimited paid-time (PTO) policy with eleven (11) company-observed holidays
• 401(k) plan 
• Twelve (12) weeks of paid time off for both birth and non-birth parents
• The opportunity to do what you love at a company that is at the forefront of solving the affordable housing crisis