About this role
GiveDirectly is scaling our emergency response operations to reach more people, faster, with cash after a crisis. Our belief is that cash assistance, delivered quickly after a crisis, is more effective and dignified than in-kind assistance for most populations in crisis. As our programs grow in size and complexity, so does the importance of ensuring every recipient receives timely, accurate, and compassionate support whenever they engage with GiveDirectly.
As Manager, Emergency Cash Recipient Experience, you will own the recipient support experience across Emergency Cash programs. You will design and operate the systems, processes, people, and technology that ensure recipients can easily access help, receive high-quality support, and have confidence in GiveDirectly throughout their journey.
You will lead GiveDirectly's Emergency Cash call center function, overseeing everything from onboarding and training to operational deployment during live responses. You will monitor recipient interactions across channels to identify opportunities for improvement, resolve systemic issues, and ensure consistently high service quality. You will also own the long tail of recipient cases after a response launches, allowing Response Team Leads to focus on program delivery while ensuring no recipient issue falls through the cracks.
Looking ahead, you will help shape the future of recipient support by partnering closely with Product and Engineering to build technology that improves recipient experience. As GiveDirectly introduces AI-powered recipient support, you will oversee the performance, quality, and continuous improvement of those systems to ensure they meet the same high standards as our human support teams.
This role is ideal for someone who enjoys building operational systems, leading customer support teams, using data to improve service quality, and leveraging technology to create exceptional recipient experiences at scale.
Reports to: Director, Emergency Cash Delivery
Level: Manager, Emergency Cash Recipient Experience
Travel Requirement: Must be able to travel up to 30% of the time, including approximately 1–2 team retreats per year.
What you'll do
Recipient Support Operations
- Own GiveDirectly's Emergency Cash recipient support function across all communication channels, ensuring recipients receive timely, accurate, and empathetic assistance throughout every response.
- Build and maintain standardized operating procedures, training materials, quality standards, and operational playbooks that enable consistent recipient support across programs.
- Plan and deploy call center capacity for each Emergency Cash response, ensuring staffing, training, and operational readiness meet response needs.
- Recruit, onboard, train, and continuously improve call center personnel and partner organizations delivering recipient support.
- Directly coach and provide real-time quality feedback to call center agents on live tickets and calls, correcting workflow and data-handling errors as they happen.
Recipient Experience & Quality
- Monitor recipient interactions to catch quality issues early and ensure consistently high-quality service, identify emerging issues, and improve the overall recipient experience.
- Establish quality assurance processes, dashboards, and performance metrics that provide visibility into recipient satisfaction, operational performance, and systemic trends.
- Analyze recipient feedback and support data to identify opportunities for product, operational, and policy improvements across Emergency Cash.
- Champion recipient-centered service standards across Emergency Cash, ensuring recipient experience remains central to operational decision-making.
- Define and enforce ticket workflow rules and SLAs (assignment ownership, escalation tagging, response timeframes) that keep the queue moving and prevent cases from stalling.
Response Support
- Own the long tail of recipient support cases following program launch, resolving escalations and complex recipient issues on behalf of Response Leads.
- Coordinate across Product, Delivery, Payments, and Engineering teams to ensure recipient issues are resolved quickly and systemic problems are addressed.
- Manage the roster of consultants used for surge capacity specifically for recipient-facing activities.
- Develop scalable processes for handling exceptions, appeals, payment issues, and other complex recipient cases while maintaining a positive recipient experience.
Recipient Experience Technology
- Partner with Product and Engineering to define requirements and improve the technology supporting recipient engagement, case management, and support workflows.
- Lead the operational rollout of new recipient support technologies, ensuring they improve both recipient outcomes and operational efficiency. Improved recipient outcomes could include, but are not limited to, systems related to enrollment, data protection, and payments.
- Oversee the deployment, supervision, and continuous improvement of AI-powered recipient support agents, ensuring responses remain accurate, empathetic, safe, and aligned with GiveDirectly policies.
- Identify opportunities to automate repetitive support work while maintaining high-quality recipient experiences through thoughtful human oversight.
Qualifications
Required
- Exceptional alignment with GiveDirectly's values and active demonstration of our core competencies: emotional intelligence, problem solving, project management, follow-through, and fostering inclusivity.
- 3–5 years of experience leading customer support, contact center operations, service delivery, recipient support, customer success, operations, or similar functions.
- Demonstrated experience building operational systems, procedures, and quality assurance processes.
- Experience leading teams responsible for delivering high-quality recipient or customer support at scale.
- Strong analytical skills with experience using operational data to identify trends and drive continuous improvement.
- Excellent project management skills and ability to independently lead cross-functional initiatives.
- Outstanding written and verbal communication skills.
- Ability to thrive in fast-moving, ambiguous environments while balancing operational excellence with recipient empathy.
- Demonstrated experience improving customer or recipient experience through process design and technology.
Preferred
- Experience supporting humanitarian response, international development, or social impact programs.
- Experience managing outsourced or distributed contact center operations.
- Experience implementing or managing CRM, ticketing, or case management platforms.
- Experience working with AI-powered customer support tools, chatbots, or conversational AI systems.
- Experience collaborating closely with product and engineering teams to improve customer-facing technology.
- Experience designing quality assurance frameworks, service metrics, and customer satisfaction measurement systems.
Compensation
At GiveDirectly, we strive to pay our employees generously and equitably. We use an accredited third-party salary aggregator to ensure that staff's total compensation package (base compensation + bonus) falls within the 75th percentile of similar roles, at similar organizations. We also have a no-negotiation policy to ensure we are paying staff equitably across roles. Read more about our compensation philosophy here.
United States
- Base Salary: $94,700
- Bonus at Target Performance: 10% (~$9,470, with potential for upside. For reference, with the organization's current performance multiplier, this amount would be $11,080 in 2025)
- Estimated Total Compensation at Target: $104,170+
- Annual Benefits Stipend: $21,393
United Kingdom
- Base Salary: £61,200
- Bonus at Target Performance: 10% (~£6,120, with potential for upside. For reference, with the organization's current performance multiplier, this amount would be £7,160 in 2025)
- Estimated Total Compensation at Target: £67,320+
- Annual Benefits Stipend: £2,760
Kenya
- Base Salary: $61,900
- Bonus at Target Performance: 10% (~$6,190, with potential for upside. For reference, with the organization's current performance multiplier, this amount would be $7,242 in 2025)
- Estimated Total Compensation at Target: $68,090+
- Annual Benefits Stipend: $8,453
This role is fully remote, so if you are not based in the US, UK, or Kenya, we will share an estimated salary benchmark for the country you are based in during the hiring process.
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