Director, Customer Care Product Operations at EarnIn

Mountain View, California, United States

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$216,000 – $264,000Compensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

FintechIndustries

Requirements

Deep passion for customers and a strong belief in the power of care as a product differentiator
8+ years proven leadership experience, including managing cross-functional embedded teams and developing systems for scale and autonomy
Strong product and/or technical background preferred—ideally with a degree in Engineering, Computer Science, or related field and hands-on product development or technical experience

Responsibilities

Own and drive the Care AI strategy to shift from human support to automated and AI-powered resolution
Define automation use cases, KPIs, and optimize adoption across all support channels
Partner and collaborate closely with Product & Engineering to align automation roadmap with technical feasibility and business goals
Lead Customer Care’s product integration strategy to embed CX into every product and operational decision
Manage 4–5 senior Care Specialists embedded in key product pods to ensure launch readiness, lifecycle comms, and research support
Act as the cross-functional glue between Care, Product, and Eng—aligning roadmaps, surfacing feedback, and driving issue resolution
Consolidate customer, agent, and system insights into a single narrative to inform continuous improvement
Build a scalable, company-wide user research program with EarnIn-specific guidelines to enable autonomous research
Define high-priority UR initiatives aligned to business goals that product operations will take on
Select and implement research tooling (e.g., Maze, Dovetail) to support execution at scale
Define and lead the vision for proactive support to reduce downstream volume and improve CX
Identify top contact drivers and design upstream solutions (human + tech-based) to prevent issues
Run proactive tests and scale successful initiatives that reduce support workload and drive efficiency
Own lifecycle and transactional communication, partnering with Product and leveraging platforms like Braze, led by product specialists
Ensure comms are insight-driven, tested, and optimized for clarity, conversion, customer and business value
Define and operationalize metrics that measure customer value, friction, and care excellence
Scale a high-impact Product Operations function that acts as the voice of the customer across the org

Skills

Key technologies and capabilities for this role

AI StrategyAutomationProduct IntegrationCustomer InsightsUser ResearchKPIsStrategic LeadershipEngineering CollaborationCustomer ExperienceSupport Operations

Questions & Answers

Common questions about this position

What is the salary range for the Director, Customer Care Product Operations role?

The US base salary range for this full-time position is $216,000 - $264,000 plus equity and benefits.

Is this position remote or does it require office presence?

This position is hybrid in person at our Mountain View HQ offices.

What are the key skills or experiences required for this role?

The role requires experience leading AI and automation strategies, strategic leadership in product integration, building user research programs, and managing senior Care Specialists embedded in product teams.

What does the team structure look like for this position?

The role involves managing 4–5 senior Care Specialists embedded in key product pods.

What makes a strong candidate for this Director role?

A strong candidate is an experienced leader who can execute strategic direction for Customer Care through product operations, drive AI automation, integrate customer insights into product development, and build scalable user research and proactive support programs.

EarnIn

Provides early wage access without fees

About EarnIn

Earnin allows individuals to access their earned wages before payday without any fees or interest. Users can cash out a portion of their earnings and benefit from features like the "Balance Shield," which helps maintain their bank account balance. Unlike traditional financial institutions, Earnin operates on a model where users choose how much to pay for the service, fostering a community-driven approach. The company's goal is to create a fairer financial system that prioritizes accessibility and mutual support.

Palo Alto, CaliforniaHeadquarters

2012Year Founded

$184.9MTotal Funding

SERIES_CCompany Stage

FintechIndustries

201-500Employees

Benefits

Life in balance - Ten company holidays and flexible time off so you can rest and recharge when you need it most. With pay, no catch.

Family matters - When your family grows, we want your focus on them. Our generous parental leave policy and wellness funds make it easy to put yourself and loved ones first.

Learn & grow - A commitment to career development that includes regular training for team members and managers alike, 360 feedback, and an annual stipend for growth opportunities.

Company culture - Employee Resource Groups provide growth opportunities and allow you to create the company you want to work at (more on that below).

Health & wellness - Flexible healthcare options across medical, dental, and vision—and a free Employee Assistance program offering mental health resources and legal advice.

Save & support - Includes Earnin’s 401(K) and FSA plans with tax advantages for retirement, healthcare, and dependent care expenses.

Risks

Legal challenges from deceptive lending allegations could harm Earnin's reputation.

Increased competition in early wage access may impact Earnin's market share.

Reliance on voluntary contributions may not sustain long-term revenue.

Differentiation

Earnin offers fee-free early wage access, unlike traditional payday loans.

Users choose their payment amount, fostering a community-driven financial model.

Balance Shield feature provides automatic deposits to prevent overdrafts.

Upsides

Earnin has facilitated over $15 billion in earnings access since 2013.

Recognition as Best Payments App highlights Earnin's fintech innovation.

Partnerships with gig platforms could expand Earnin's user base.

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