Marcus Goldman Sachs, Back Office Team Lead | Analyst | Richardson, TX

Marcus by Goldman Sachs

Marcus is the online consumer banking business of Goldman Sachs, operating as a digital bank that delivers high‑yield savings accounts and certificates of deposit directly to consumers.

• Lead, manage and supervise the day‑to‑day operations of a team of 10‑15 representatives.
• Monitor and evaluate performance of the team, rewarding behaviours and addressing performance and behavioural issues as they arise.
• Train, provide direction and enforce policies and standards to help staff achieve departmental goals and objectives.
• Establish schedules for team members.
• Assist with interviewing, selection and serve as a role model/mentor to your team and others.
• Conduct weekly one‑on‑ones and bi‑monthly staff meetings, as well as on‑the‑spot coaching/feedback.
• Monitor and assign cases, work closely with QA teams, and manage ongoing professional and personal development of operations team members.
• Create and maintain an environment focused on customer satisfaction and professional support while consistently achieving standard business objectives and SLAs.
• Provide hands‑on assistance while serving as an escalation point for operational customer issues and complaints.
• Offer guidance to the management team in areas such as real‑time operational performance, ensuring service level targets are achieved as set by business.
• Recommend and drive improvements in business processes, ensure optimal resource utilization, and audit compliant administrative processes and strategy.
• Assist in project planning and identification of issues by monitoring projects and delivering improvements/processes on time.

• Associate’s or Bachelor’s degree or equivalent work experience.
• Minimum of 2 years customer service experience.
• Minimum of 3 years supervisory experience for external candidates.
• Strong understanding of the customer service experience, KPIs (AHT, QA, adherence, SLAs) and process improvements.
• Self‑directed, detail oriented, driven, and able to work independently in a team‑oriented, fast‑paced environment with a positive attitude.
• Strong analytical skills.
• Experience with Microsoft Office (Word, Excel, PowerPoint).

• Leadership experience in a startup environment.
• Service experience.
• Project management experience.

Goldman Sachs is an equal‑opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, veterans status, disability, or any other characteristic protected by applicable law.