Manager, Customer Experience — Fintech Products
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Do NOT repeat the job title as a heading. We need to include sections only when posting has real, specific content. We have content: About DAT (company description) maybe "About the role"? The posting includes "About DAT" which is about company, not role. Could treat as "About the role"? But they said use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We can adapt: "About the role" could contain description of role (The Opportunity). "Responsibilities" from "What You’ll Do". "Requirements" or "Qualifications" from "The Skills And Experience You’ll Bring". "Skills" maybe separate but we can combine. "Pay" we have salary range. "Schedule" we have hybrid role requires three days per week on-site. Benefits not mentioned explicitly; we should not create Benefits section if not present. Also we have "We'd Be Extra Excited If You Have" which could be "Preferred Qualifications". Could include under Qualifications or Skills. We'll keep Qualifications for required, and maybe a separate "Preferred Qualifications" but not in list of allowed headings? The instruction says use those headings; we can still add others? It says use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but better to stick to those. We can put preferred qualifications under Skills or Qualifications. We'll include Skills for both required and preferred? Might be okay.
We must not include boilerplate like EEO, visa sponsorship note? The visa sponsorship note is not boilerplate? It's a specific note: "This position is not eligible for visa sponsorship". That's substantive? Might be considered metadata but maybe we can keep as a short p. The instruction: do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it. Visa sponsorship note is minor metadata; we can fold into a short p maybe under a generic section? Could just include as a p after Qualifications. But we should not create a section for it. We must remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. So we need to strip the EEO paragraphs and the legal text about pay disclosure etc. Also remove "For additional information, see www.DAT.com/company." maybe keep? It's minor metadata; could drop. We need to preserve all substantive information: company description, role description, responsibilities, qualifications, skills, pay, schedule, visa note maybe. Let's craft:
About the role
The Manager, Customer Experience — Fintech Products owns how we support the carriers who trust us with their business across our fintech product lines. You'll define and run the operating model, lead an onshore team alongside a growing offshore/BPO team, and bring rigor, metrics, and a relentless focus on efficiency to everything the team does — balancing advocacy for the carrier with the operational and financial needs of the business. This is a hands-on leadership role built for growth. As the portfolio expands from factoring and fuel cards into new offerings, you'll stand up the support model for each one — managing and coaching the team while staying close enough to the work to own escalations, sharpen process, and push automation and AI wherever they make the experience better and more cost-effective. You'll be a trusted partner to Product, Engineering, Operations, Risk, and Finance, and the person who brings the voice of the carrier into how we build, launch, and scale new products. This is a hybrid role and requires three days per week on-site at our downtown Seattle office.
But schedule is separate; we could mention schedule in its own section. However we already included schedule in About the role; maybe better to move schedule to Schedule section and keep About the role more generic. Let's split: About the role: description of role (excluding schedule). Then Schedule section: hybrid role requires three days per week on-site at downtown Seattle office. Responsibilities: from "What You’ll Do". We'll list as- items. Qualifications/Skills: from "The Skills And Experience You’ll Bring". We'll separate required qualifications and maybe skills. Could do Qualifications for required (years experience, degree) and Skills for specific abilities. But we can combine. Pay: salary range. We'll also include a short p for visa sponsorship note maybe under Qualifications or as a note. Let's extract responsibilities bullet points: - Lead CX operations and team development - Own the operating model, coverage model, and day-to-day performance of the CX team supporting DAT's fintech products — factoring, fuel cards, and new offerings as the portfolio grows — across onshore staff and a growing offshore/BPO team. - Manage, coach, and develop a team of customer support specialists; build the structure and career paths needed to scale the organization as products and volume grow. - Define, own, and report on team metrics and KPIs (CSAT, response and resolution times, cost per contact, collections performance), using the data to continuously improve team performance and customer outcomes. - Serve as the escalation point for the most complex or sensitive carrier issues. - Drive efficiency, AI, and cost discipline - Champion continuous improvement — identify and implement automation, AI-driven tooling, and process changes that reduce cost per contact while maintaining or improving the carrier experience. - Own and negotiate vendor contracts for offshore/BPO and outsourced support partners, managing the relationships day to day and holding partners accountable to performance and quality standards. - Lead forecasting for volume, staffing, and budget across the support organization, planning ahead for product launches, growth, and seasonality. - Own carrier-facing collections and document workflows, keeping them efficient, compliant, and handled with the empathy the work demands while protecting the business's financial interests. - Embed customer insight across the business - Partner closely with Product, Engineering, Operations, Risk, and Finance to represent the voice of the carrier and ensure CX considerations shape how new products are built and launched. - Work with Data to connect CX signals to company systems so customer sentiment and emerging issues surface early across the organization. - Communicate performance, risks, and opportunities clearly and persuasively to audiences ranging from front-line agents to senior leadership, in both verbal and written formats. We can flatten into list items; each bullet can be a
- . Might be long but okay.
Qualifications/Skills:
Required:
- 8+ years in customer support, customer experience, or service operations, including 3+ years managing people — ideally across both onshore and offshore/BPO teams.
- Track record of defining CX metrics and using data to drive measurable operational improvement across support, product, and process.
- Experience owning and negotiating vendor/BPO contracts and managing outsourced support partners against performance and quality standards.
- Experience with forecasting and workforce planning for a growing support organization.
- Outstanding verbal and written communication, with the ability to tailor messaging for audiences from front-line staff to senior leadership.
- Empathy and sound judgment — able to advocate for both the customer experience and the business's interests and balance the two thoughtfully, including speed vs. quality tradeoffs.
- Comfort independently owning large, ambiguous initiatives with multiple moving parts in a fast-paced, changing environment.
- A hands-on focus on efficiency, automation, and AI tooling to reduce cost without sacrificing quality.
- Proficiency with CRM and support software (Zendesk, HubSpot, Freshdesk, or similar).
- Bachelor's degree or equivalent practical experience.
Preferred (We'd Be Extra Excited If You Have):
- Experience in fintech, banking, or the freight/trucking industry.
- Experience with carrier or customer collections in a regulated or credit-sensitive environment.
- Led a support organization through significant scaling or a major operating-model change, such as building or expanding an offshore team.
- Hands-on experience implementing AI or automation tools within a support organization.
- HubSpot experience.
- Fluency in Spanish.
Visa sponsorship note: "This position is not eligible for visa sponsorship". We'll include as a short p maybe under Qualifications.
Pay: "$127,926- $171,506 + target bonus". We'll put in Pay section.
Schedule: hybrid role requires three days per week on-site at our downtown Seattle office.
Now produce HTML.
We must not include any markdown fences. Just raw HTML.
Let's craft:
About the role
The Manager, Customer Experience — Fintech Products owns how we support the carriers who trust us with their business across our fintech product lines. You'll define and run the operating model, lead an onshore team alongside a growing offshore/BPO team, and bring rigor, metrics, and a relentless focus on efficiency to everything the team does — balancing advocacy for the carrier with the operational and financial needs of the business. This is a hands-on leadership role built for growth. As the portfolio expands from factoring and fuel cards into new offerings, you'll stand up the support model for each one — managing and coaching the team while staying close enough to the work to own escalations, sharpen process, and push automation and AI wherever they make the experience better and more cost-effective. You'll be a trusted partner to Product, Engineering, Operations, Risk, and Finance, and the person who brings the voice of the carrier into how we build, launch, and scale new products.
Responsibilities
- Own the operating model, coverage model, and day-to-day performance of the CX team supporting DAT's fintech products — factoring, fuel cards, and new offerings as the portfolio grows — across onshore staff and a growing offshore/BPO team.
- Manage, coach, and develop a team of customer support specialists; build the structure and career paths needed to scale the organization as products and volume grow.
- Define, own, and report on team metrics and KPIs (CSAT, response and resolution times, cost per contact, collections performance), using the data to continuously improve team performance and customer outcomes.
- Serve as the escalation point for the most complex or sensitive carrier issues.
- Champion continuous improvement — identify and implement automation, AI-driven tooling, and process changes that reduce cost per contact while maintaining or improving the carrier experience.
- Own and negotiate vendor contracts for offshore/BPO and outsourced support partners, managing the relationships day to day and holding partners accountable to performance and quality standards.
- Lead forecasting for volume, staffing, and budget across the support organization, planning ahead for product launches, growth, and seasonality.
- Own carrier-facing collections and document workflows, keeping them efficient, compliant, and handled with the empathy the work demands while protecting the business's financial interests.
- Partner closely with Product, Engineering, Operations, Risk, and Finance to represent the voice of the carrier and ensure CX considerations shape how new products are built and launched.
- Work with Data to connect CX signals to company systems so customer sentiment and emerging issues surface early across the organization.
- Communicate performance, risks, and opportunities clearly and persuasively to audiences ranging from front-line agents to senior leadership, in both verbal and written formats.
Qualifications
- 8+ years in customer support, customer experience, or service operations, including 3+ years managing people — ideally across both onshore and offshore/BPO teams.
- Track record of defining CX metrics and using data to drive measurable operational improvement across support, product, and process.
- Experience owning and negotiating vendor/BPO contracts and managing outsourced support partners against performance and quality standards.
- Experience with forecasting and workforce planning for a growing support organization.
- Outstanding verbal and written communication, with the ability