Manager, Emergency Cash Recipient Experience (Remote)
About the role
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.