Director, Support Operations
Bilt Rewards
This job is no longer accepting applications
See open jobs at Bilt Rewards.See open jobs similar to "Director, Support Operations" General Catalyst.Operations, Customer Service
New York, NY, USA
USD 120k-140k / year + Equity
Posted 6+ months ago
Director, Support Operations
New York
Customer Experience
In office
Full-time
What is Bilt?
With Bilt, paying rent now unlocks rewards & benefits at home, in your neighborhood, and when you travel–no matter where you live.
Bilt Members can earn points and access exclusive benefits at any home on rent payments, condo & co-op fees, and around their neighborhood at local restaurants, fitness studios, rideshare, and more. Ranked the highest-value point currency by top publications, Bilt Points can be transferred 1:1 to major airline and hotel programs, or used towards rent payments, shopping, fitness, and even a down payment on a home. Members also get access to credit-building benefits, member-only experiences, and an Elite Status program.
In partnership with the top multifamily owners and operators across the country, we’ve also created the Bilt Alliance, a network of 4.5M+ apartments and homes across the country that reward residents on rent. Residents who live in the network make payments directly through the Bilt Payment Center and get access to benefits including additional earn opportunities on new leases, renewals, and more.
While Bilt Members can use any debit or credit card to earn points and access their benefits, Bilt has partnered with Mastercard and Wells Fargo to create the Bilt Mastercard® - the first and only credit card that lets you pay rent and earn points without the transaction fee.
What’s the role?
We are seeking a Director, Support Operations to lead the buildout and management of our new in-house contact center operations on Long Island. This role is critical to achieving our CX 2.0 goals and ensuring we provide exceptional support as our business scales. You will be responsible for building an integrated internal team of customer support that delivers consistent, high-quality customer experiences aligned with Bilt's culture and standards.
In this role, you will…
- Lead Contact Center Buildout: Oversee buildout of internal operations support team
- Develop Operational Strategy: Create comprehensive staffing plans based on rent day volumes, seasonal trends, and business growth projections to ensure optimal coverage and efficiency
- Build and Lead Teams: Recruit, hire, and manage operations managers, QA specialists, L&D leads, and agent teams across multiple shifts to support 24/7 operations
- Drive Quality & Consistency: Implement quality assurance programs, performance monitoring systems, and training protocols to ensure consistent service delivery aligned with Bilt's standards
- Product Knowledge Management: Develop and maintain comprehensive training programs to ensure deep product knowledge across all support channels and rapid adaptation to product updates
- Operational Excellence: Establish scheduling systems, prioritization frameworks, and organizational structures to maximize efficiency and customer satisfaction
- Cross-functional Collaboration: Partner with Product, Engineering, and other pods to stay current on updates, identify support gaps, and implement process improvements
- Performance Management: Monitor key metrics, analyze performance data, and implement continuous improvement initiatives to drive operational success
- Cost Management: Optimize operational costs while maintaining service quality, including planning for future AI and self-service implementations
- Scalability Planning: Design operations structure to support business growth and evolving customer needs, with flexibility to adapt team size and capabilities
In terms of qualifications, we’re seeking:
- 5+ years of customer operations management or operations experience, with a proven track record of building and scaling teams
- Operational Leadership: Strong background in workforce management, quality assurance, and performance optimization in customer service environments
- Team Building: Demonstrated success in hiring, training, and developing high-performing customer support teams
- Strategic Planning: Experience in operational strategy development, including capacity planning, budget management, and scalability planning
- Cross-functional Collaboration: Proven ability to work effectively with Product, Engineering, and other technical teams in fast-paced environments
- Data-Driven: Strong analytical skills with experience using metrics and data to drive operational decisions and improvements
- Technology Proficiency: Familiarity with contact center technologies, CRM systems, and customer support platforms
- Adaptability: Thrives in dynamic, rapidly changing environments with the ability to quickly adapt processes and training programs
- Communication: Excellent verbal and written communication skills with ability to present to senior leadership and train diverse teams
Benefits:
- Compensation - We offer a competitive salary with a meaningful stake in the company via equity and our performance bonus program
- Health insurance for you (& your loved ones) from day one - Enjoy a One Medical Membership, wellness stipends, family programs and more, on us. We’ve got you and your family covered from day one.
- 401k plan with a match - Retirement may feel more like a pipe dream than a reality but we’re here to help you get there.
- Commuter FSAs - We believe the best ideas come from being together in one place. We just don’t think getting there should be so expensive.
- UNLIMITED PTO - Because we believe that working hard shouldn’t mean always working. Take time for you as often as you need it.
- Exclusive Employee only Bilt Points - We give our employees unique opportunities to earn points throughout their time at Bilt.
At Bilt Rewards, we believe in transparency and we do our best to make sure the company and our candidates are on the same page as it relates to compensation. In addition to posting salary ranges for our open roles, candidates should expect to be asked about compensation expectations and requirements early on in their interview process. Our goal is to highlight when expectations and Bilt’s salary range may be out of sync, and work with the candidate to determine whether it makes sense to continue conversations.
We are considering candidates with differing levels of expertise for this position. Leveling will be based upon your experience and performance in the interview process.
Where a new hire falls within a range will be based on their individual skills and experience, and how these competencies compare across other employees in the same role. Bilt's bands are designed to allow for individual compensation growth within the role. As such, new hires typically start at the lower end of the range. Bilt rewards performance and outcomes - should you join the company, you will have the opportunity to grow your salary over time.
The salary range for a Director, Support Operations is $120,000 - 140,000 and will be eligible for equity and an annual performance-based bonus.
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Bilt Rewards has an in-office work culture. Are you comfortable with commuting and working out of our NoHo NYC office 5 days a week? *
Are you eligible to work in the country in which you have applied (USA)? *
Have you previously been employed by Bilt Rewards and/or Kairos? *
Will you now or in the future require Visa sponsorship to work in the country you have applied to? *
Which of these platforms influenced you to apply for this position? *
Please explain your experience building out customer support operations.
Req ID: R7
This job is no longer accepting applications
See open jobs at Bilt Rewards.See open jobs similar to "Director, Support Operations" General Catalyst.
