Manager, Care Account Recovery

📋 Description

• Manage and coach a team of Account Recovery Agents, ensuring SLA and compliance.
• Train team on verification protocols, security tools, and recovery processes.
• Oversee escalations and assist with verification cases; relay insights to leadership.
• Drive operational excellence by tracking metrics and implementing process improvements.
• Ensure data privacy, security, and regulatory compliance across recovery activities.
• Oversee Salesforce, Zendesk, and authentication platforms (Okta, Duo, Authy) for case management.

🎯 Requirements

• Bachelor's degree or higher.
• 5–7 years in customer ops or security ops; 2+ years in people management.
• Proven ability to handle complex issues and escalations.
• Independent, able to navigate priorities in a fast-paced env.
• Strong analytical skills; data-driven decisions.
• Familiarity with identity verification tools, Salesforce, Zendesk, Okta, Duo, Authy.

🎁 Benefits

• Hybrid work model enabling in-person collaboration.
• Competitive compensation and comprehensive benefits.