Marcus by Goldman Sachs, Back Office Operations Manager, Associate, Richardson, TX or Draper, UT

Goldman Sachs•Richardson, TX

About The Position

As the online consumer banking business of Goldman Sachs, Marcus operates as a digital bank, providing high-yield savings accounts and Certificates of Deposit (CDs) directly to individual consumers. Marcus combines Goldman Sachs' over 150 years of expertise with intuitive digital experiences, focusing on value, transparency, and simplicity for its millions of customers, and is recognized as the largest pure online bank, delivering a fully digital experience without physical branches. About the role As a Back Office Operations Manager, you will serve as a leader of leaders within our Back Office Fulfillment department. In this pivotal role, you will provide strategic direction and high-level oversight to the Team Leaders who report directly to you, ensuring they are equipped to lead their respective Fulfillment Specialist teams with precision. You are responsible for driving operational excellence by empowering your direct reports to maintain rigorous standards of accountability, engagement, and performance. Beyond daily management, you will also focus on high-level workflow optimization, spearheading process enhancements, and directing special projects that align with our long-term operational goals.

Requirements

Bachelor’s degree or relevant years of experience
Minimum of 3 years of banking or contact center operation experience
Minimum of 5 years supervisory experience
Minimum of 3 years of experience managing leaders
Must be self-directed, self-starter, detail oriented, critical thinker, positive attitude, driven, able to work independently in a team-oriented and fast paced environment
Proficient in writing skills, including research, outlining, editing, revising, grammar, and sentence structure

Nice To Haves

Leadership experience in a startup environment
Experience working with Consumer Complaints, Advocacy, Change Management and/or Compliance Teams

Responsibilities

Responsible for setting team-level strategic action plans, developing vision, setting high standards, and executing to ideas
Responsible for leading team leaders and their respective teams
Oversee a high performing operations team to achieve business goals and SLAs
Maintain employee satisfaction by providing leadership, communication, coaching and professional development to direct reports and their teams
Ensure timely, quality resolution of customer/client inquiries
Work closely with Compliance to deliver timely and quality written correspondence
Provide workload management for cross functional teams, ensuring that SLAs are consistently met
Responsible for hiring of staff and developing key business tactics to ensure department service needs and customer satisfaction levels are achieved
Proactively resolve potential issues, with escalation when appropriate
Creates and maintain a team culture with intense focus on customer satisfaction and professional customer support, balanced with consistent achievement of standard business objectives
Work closely with cross functional partners to ensure collaboration and process efficiencies are maintained.
Drives improvements in business processes, ensures optimal resource utilization
Delegate for processes, controls, and issues management, including error validation and audits
Serves as subject matter expert, assists with documenting net new procedures and business process maps