Manager, Customer Experience — Fintech Products

DAT•Seattle, WA

39d•$103,718 - $146,201•Hybrid

About The Position

DAT is an award-winning employer of choice and a next-generation SaaS technology company that has been at the leading edge of innovation in transportation supply chain logistics for 45 years. We continue to transform the industry year over year, by deploying a suite of software solutions to millions of customers every day - customers who depend on DAT for the most relevant data and most accurate insights to help them make smarter business decisions and run their companies more profitably. We operate the largest marketplace of its kind in North America, with 400 million freights posted in 2022, and a database of $150 billion of annual global shipment market transaction data. Our headquarters are in Denver, CO, with additional offices in Missouri, Oregon, and Bangalore, India. For additional information, see www.DAT.com/company . The Opportunity 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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.