Manager, Emergency Cash Recipient Experience (Remote)

GiveDirectly is scaling our emergency response operations to reach more people, faster, with cash after a crisis. Our belief is that cash assistance, delivered quickly after a crisis, is more effective and dignified than in-kind assistance for most populations in crisis. As our programs grow in size and complexity, so does the importance of ensuring every recipient receives timely, accurate, and compassionate support whenever they engage with GiveDirectly.

As Manager, Emergency Cash Recipient Experience, you will own the recipient support experience across Emergency Cash programs. You will design and operate the systems, processes, people, and technology that ensure recipients can easily access help, receive high-quality support, and have confidence in GiveDirectly throughout their journey.

You will lead GiveDirectly's Emergency Cash call center function, overseeing everything from onboarding and training to operational deployment during live responses. You will monitor recipient interactions across channels to identify opportunities for improvement, resolve systemic issues, and ensure consistently high service quality. You will also own the long tail of recipient cases after a response launches, allowing Response Team Leads to focus on program delivery while ensuring no recipient issue falls through the cracks.

Looking ahead, you will help shape the future of recipient support by partnering closely with Product and Engineering to build technology that improves recipient experience. As GiveDirectly introduces AI-powered recipient support, you will oversee the performance, quality, and continuous improvement of those systems to ensure they meet the same high standards as our human support teams.

This role is ideal for someone who enjoys building operational systems, leading customer support teams, using data to improve service quality, and leveraging technology to create exceptional recipient experiences at scale.

GiveDirectly is an Equal Opportunity Employer. All qualified applicants are considered for employment without regard to the person’s race, color, religion, national origin, sex, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by applicable law.

Flagging for US applicants: We invite you to "Know Your Rights" as an applicant.

As a global organization working with communities to eliminate extreme poverty, GiveDirectly takes the safeguarding of its recipients, staff, and partners seriously. To that end, GiveDirectly is a member of the Misconduct Disclosure Scheme, and will systematically check with previous employers about any abuse or misconduct related matters involving potential new hires. We may also employ other robust pre-hire screens, including in-depth reference checks, criminal background checks, and sanctions screens.

These efforts help us continue to build and maintain trust with the communities we work with, and prevent abuse to our recipients and staff.

**GD is committed to observing all local, national and international laws that protect people and basic human rights of all. GD is committed to a policy of “zero tolerance when it comes to preventing,  reporting, or responding to any form of abuse or  exploitation.” and expects anyone who works for GD to uphold the protection and safeguarding of our recipients as a priority.**

We are committed to fostering an inclusive and accessible work environment. If you require any accommodations during the application or interview process, or to perform the essential functions of the role, please email us at careers@givedirectly.org with the email subject “Accommodation Needed”. We will work with you to ensure reasonable accommodations are made to support your needs.

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