Director, Care Operations

As one of the first pioneers of earned wage access, our passion at Earn In is building products that deliver real-time financial flexibility for those with the unique needs of living paycheck to paycheck. Our community members access their earnings as they earn them, with options to spend, save, and grow their money without mandatory fees, interest rates, or credit checks.

We’re fortunate to have an incredibly experienced leadership team, combined with world‑class funding partners like A16Z, Matrix Partners, DST, Ribbit Capital, and a very healthy core business with a tremendous runway. We’re growing fast and are excited to continue bringing world‑class talent onboard to help shape the next chapter of our growth journey.

Customer Care is a mission‑critical function at Earn In, operating at scale in a 24x7 environment across both AI and human‑supported experiences. We are seeking a Director of Care Operations to lead our global human agent operations, spanning our Mountain View based benchmark team and our BPO partner teams abroad.

Earn In runs Customer Care a bit differently from the industry. Our operations are split into sub teams (pods), each owning an assigned group of customers. We measure team performance but look at actual business and customer outcomes for their customers. This requires our agents to incorporate longer term thinking when handling contacts and to think more like an “account manager.”

This setup provides us a larger impact but carries unique operational complexities. This role is accountable for the operational performance of the human care ecosystem, with primary responsibility for delivering business outcomes including retention, net margin impact, and risk loss reduction. Efficiency, quality, and service delivery are critical levers in achieving these results. The Director serves as the senior in‑office operational leader in Mountain View, providing visible, hands‑on leadership for the benchmark team while ensuring standards are consistently executed and replicated across global BPO environments.

This leader designs and governs the human care operating system including performance frameworks, quality standards, intervention models, and escalation pathways enabling Operations Managers and Associate Operations Managers to execute with clarity and discipline.

This is a 5‑day per week in‑office role in Mountain View. The US base salary range for this full‑time position is $216,000 – $264,000 + equity + benefits. Compensation is determined by role, level, and location.

• Lead all human agent operations globally (internal benchmark + BPO), with direct operational accountability for customer retention, net margin impact, and risk loss performance.
• Define and govern our pod based human operations: performance framework, including KPI structures, intervention thresholds, and performance escalation models aligned to business objectives.
• Ensure consistent standards for quality, service delivery, and efficiency across all internal and external teams.

• Own the design, evolution, and governance of the Pod based methodology and playbook, ensuring rigorous and consistent execution across sites.
• Ensure quality frameworks and coaching standards translate into measurable improvements in member retention, margin performance, and risk reduction.
• Establish strong calibration discipline and quality consistency across leadership layers and BPO partners.

• Serve as the senior in‑office leader for Customer Care in Mountain View, providing visible daily leadership and reinforcing high standards for performance, coaching rigor, and operational discipline.
• Ensure the benchmark team operates as the global model for human care execution, performance stability, and business‑aligned decision‑making.
• Foster a culture that prioritizes agent judgment, critical thinking, and quality outcomes over script‑based resolution.
• Lead and develop a multi‑layer organization, including Operations Managers and Associate Operations Managers, strengthening leadership…