EarnIn · 6 hours ago
Director, Customer Care Product Operations
Mountain View, CA
Full-time
Hybrid
Mid, Senior Level
$216K/yr - $264K/yr
7+ years expEarnIn is a pioneer in earned wage access, dedicated to providing financial flexibility to those living paycheck to paycheck. They are looking for an experienced leader to drive the strategic direction of their Customer Care organization, focusing on integrating customer insights into product development and enhancing AI automation strategies for support operations.
Employee BenefitsFinancial ServicesFinTechMobile Payments
Responsibilities
Own and drive the Care AI strategy to shift from human support to automated and AI-powered resolution
Define automation use cases, KPIs, and optimize adoption across all support channels
Partner and collaborate closely with Product & Engineering to align automation roadmap with technical feasibility and business goals
Lead Customer Care’s product integration strategy to embed CX into every product and operational decision
Manage 4–5 senior Care Specialists embedded in key product pods to ensure launch readiness, lifecycle comms, and research support
Act as the cross-functional glue between Care, Product, and Eng—aligning roadmaps, surfacing feedback, and driving issue resolution
Consolidate customer, agent, and system insights into a single narrative to inform continuous improvement
Build a scalable, company-wide user research program with EarnIn-specific guidelines to enable autonomous research
Define high-priority UR initiatives aligned to business goals that product operations will take on
Select and implement research tooling (e.g., Maze, Dovetail) to support execution at scale
Define and lead the vision for proactive support to reduce downstream volume and improve CX
Identify top contact drivers and design upstream solutions (human + tech-based) to prevent issues
Run proactive tests and scale successful initiatives that reduce support workload and drive efficiency
Own lifecycle and transactional communication, partnering with Product and leveraging platforms like Braze, led by product specialists
Ensure comms are insight-driven, tested, and optimized for clarity, conversion, customer and business value
Define and operationalize metrics that measure customer value, friction, and care excellence
Scale a high-impact Product Operations function that acts as the voice of the customer across the org
Qualification
Required
Deep passion for customers and a strong belief in the power of care as a product differentiator
7+ years proven leadership experience, including managing cross-functional embedded teams and developing systems for scale and autonomy
Strong product and/or technical background preferred—ideally with a degree in Engineering, Computer Science, or related field and hands-on product development or technical experience
Experience with AI strategy, including tool selection, automation mapping, and agent-assist systems
Demonstrated ability to build and scale user research and feedback loops into product pipelines
Outstanding analytical and problem-solving skills; data-driven decision-making is a must
Expertise or capability in operations including knowledge of quality assurance, agent readiness, escalations
Track record of influencing and aligning with stakeholders across Product, Engineering, Marketing, and CX
Excellent communication and collaboration skills—especially in high-ambiguity environments
Strategic thinker with operational rigor; balances long-term vision with near-term execution
Tenacious, optimistic, and resilient in the face of change and challenge
Preferred
Strong product and/or technical background preferred—ideally with a degree in Engineering, Computer Science, or related field and hands-on product development or technical experience
Benefits
Equity
Benefits
Company
EarnIn
EarnIn is an earnings management company that provides access to earned wages and financial wellness tools.
201-500 employees
H1B Sponsorship
EarnIn has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (54)
2024 (18)
2023 (30)
2022 (29)
2021 (18)
2020 (35)
Funding
Current Stage
Growth StageTotal Funding
$415.1MKey Investors
Cross River BankMitsubishi UFJ Financial GroupAndreessen Horowitz
2025-09-10Debt Financing· $150M
2025-09-02Debt Financing· $75M
2018-12-20Series C· $125M
Leadership Team
Ram Palaniappan
CEO & Founder
Ofer Shaked
CTO
Recent News
2025-11-01
Payments Dive
2025-10-28
Company data provided by crunchbase