CIMD - Marcus - Senior Manager Customer Care – Contact Center Analytics and Process Improvement – Associate - Richardson

  • Competitive
  • Dallas, TX, USA
  • Permanent, Full time
  • Goldman Sachs USA
  • 25 Mar 19

CIMD - Marcus - Senior Manager Customer Care – Contact Center Analytics and Process Improvement – Associate - Richardson

MORE ABOUT THIS JOB Consumer and Investment Management (CIMD)
The Consumer and Investment Management Division includes Goldman Sachs Asset Management (GSAM), Private Wealth Management (PWM) and our Consumer business (Marcus by Goldman Sachs). We provide asset management, wealth management and banking expertise to consumers and institutions around the world. CIMD partners with various teams across the firm to help individuals and institutions navigate changing markets and take control of their financial lives.

Consumer, externally known as Marcus by Goldman Sachs, is comprised of the firm's digitally-led consumer businesses, which include our deposits and lending businesses, as well as our personal financial management app, Clarity Money. Consumer combines the strength and heritage of a 150-year-old financial institution with the agility and entrepreneurial spirit of a tech start-up. Through the use of machine learning and intuitive design, we provide customers with powerful tools that are grounded in value, transparency and simplicity to help them make smarter decisions about their money.

Your Impact
We are seeking an experienced operations senior manager to support the design, delivery, and management of our contact center strategy within the Consumer and Investment Management team.

You will use the data from all service delivery channels (examples -new customer, servicing and collections) and use that to offer a better customer experience from a technology perspective and process improvement perspective.

You will have a strong understanding of Omni channel options ie voice, chat, email, twitter and understand the technology and where we should be implementing that to provide a better customer experience.

Ideal candidates will have extensive experience in all aspects of customer servicing, with the ability to design and deliver world class servicing experiences in owned and operated center environments and with outsource partner environments. In this role, the candidate will be required to collaborate with Servicing VP, technology and process engineering teams to design best in class customer experiences as well as the underlying agent facing and customer facing systems that deliver these experiences.

Expertise in delivery of analytically driven customer experience improvement programs (CSAT, NPS) is required for success.


  • Experience in reengineering customer contact channels, robotics process automation, improving customer experience and providing best in class contact center experiences
  • Candidates who have direct management experience in the day to day operations management of inbound and outbound multi-channel (voice, chat, email) contact centers of larger size 200 plus will be highly regarded, as they will understand where technology improvements can be implemented.
  • Relevant industry expertise in a portfolio of large scale accounts, preferably fin tech / digital servicing orientation
  • 10+ years of experience with direct management of internal and external (supplier) servicing operations
  • Strong understanding of key performance metrics and drivers. Ability to define and manage KPIs for a world class customer centric onboarding team
  • Experience in delivery of digital self-servicing tools that prevent excessive contact center calls and proactively resolve customer servicing issues
  • Extensive Process Improvement experience, ideally within a build phase of a business.

ABOUT GOLDMAN SACHS The Goldman Sachs Group, Inc. is a leading global investment banking, securities and investment management firm that provides a wide range of financial services to a substantial and diversified client base that includes corporations, financial institutions, governments and individuals. Founded in 1869, the firm is headquartered in New York and maintains offices in all major financial centers around the world.

© The Goldman Sachs Group, Inc., 2018. All rights reserved Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Vet.