Manager, Emergency Cash Recipient Experience (Remote)

About this role

GiveDirectly has delivered more than $1B in cash directly to 2+ million people living in poverty across 15 countries since 2011. We believe cash transfers are one of the most scalable, cost-effective, and dignified forms of aid, with the research to back it up. Our work has been covered by The Economist , NPR , TED , and The Washington Post . We are one of Time100’s Most Influential Companies of 2026.

Our culture is candid, analytical, and non-hierarchical. We support high ownership and real professional growth. Curious about what it's really like to work here? Read our values and hear from the people who do . If they resonate, this could be a great fit!

About this role

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.

Reports to: Director, Emergency Cash Delivery

Level: Manager, Emergency Cash Recipient Experience

Travel Requirement: Must be able to travel up to 30% of the time, including approximately 1–2 team retreats per year.

What you'll do

Recipient Support Operations

• Own GiveDirectly's Emergency Cash recipient support function across all communication channels, ensuring recipients receive timely, accurate, and empathetic assistance throughout every response.

• Build and maintain standardized operating procedures, training materials, quality standards, and operational playbooks that enable consistent recipient support across programs.

• Plan and deploy call center capacity for each Emergency Cash response, ensuring staffing, training, and operational readiness meet response needs.

• Recruit, onboard, train, and continuously improve call center personnel and partner organizations delivering recipient support.

• Directly coach and provide real-time quality feedback to call center agents on live tickets and calls, correcting workflow and data-handling errors as they happen.

Recipient Experience & Quality

• Monitor recipient interactions to catch quality issues early and ensure consistently high-quality service, identify emerging issues, and improve the overall recipient experience.

• Establish quality assurance processes, dashboards, and performance metrics that provide visibility into recipient satisfaction, operational performance, and systemic trends.

• Analyze recipient feedback and support data to identify opportunities for product, operational, and policy improvements across Emergency Cash.

• Champion recipient-centered service standards across Emergency Cash, ensuring recipient experience remains central to operational decision-making.

• Define and enforce ticket workflow rules and SLAs (assignment ownership, escalation tagging, response timeframes) that keep the queue moving and prevent cases from stalling.

Response Support

• Own the long tail of recipient support cases following program launch, resolving escalations and complex recipient issues on behalf of Response Leads.

• Coordinate across Product, Delivery, Payments, and Engineering teams to ensure recipient issues are resolved quickly and systemic problems are addressed.

• Manage the roster of consultants used for surge capacity specifically for recipient-facing activities.

• Develop scalable processes for handling exceptions, appeals, payment issues, and other complex recipient cases while maintaining a positive recipient experience.

Recipient Experience Technology

• Partner with Product and Engineering to define requirements and improve the technology supporting recipient engagement, case management, and support workflows.

• Lead the operational rollout of new recipient support technologies, ensuring they improve both recipient outcomes and operational efficiency. Improved recipient outcomes could include, but are not limited to, systems related to enrollment, data protection, and payments.

• Oversee the deployment, supervision, and continuous improvement of AI-powered recipient support agents, ensuring responses remain accurate, empathetic, safe, and aligned with GiveDirectly policies.

• Identify opportunities to automate repetitive support work while maintaining high-quality recipient experiences through thoughtful human o

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