Escrow Operations Manager

• Self-growth enthusiasts. We kickstart our day asking, what can I improve today?
• Trailblazers. If you’re someone who takes charge and strives to have their ideas turn into instant impact, you’re in!
• Data-driven. In making decisions we rely on one question, what does the data say?
• Changemakers. Driven by our mission to bring billions of jobs to people, we’re here to change lives and empower individuals worldwide. 
• Team players. Here at Freelancer, we are a pro sports team. We work together seamlessly, passing the ball of innovation and collaboration to score success as one.

About

Escrow.com, owned and operated by Freelancer Limited, is the world's leading provider of secure online payments, and a fintech industry leader. We have handled over US$3.5 Billion in secured transactions while processing some of the largest domain name transfers - including Gmail.com, Uber.com and Twitter.com.

The impact you’ll make in the team

With our mission to provide one billion jobs across the globe, we are in need of an Operations Manager who’ll be willing to take our company to the next level! As a sneak peak of behind the scenes, you’ll be able to:

• Champion Core Values: Embody and promote the company’s core values and CX credo.
• Continuously seek innovative ideas to help Escrow.com and the Freelancer Group grow and evolve.
• Lead & Manage Teams: Oversee our Email & Chat Team, Voice Team, Specialized Services Team, and Payments Team to maximize their strengths and reach their goals.
• Communicate effectively with stakeholders to keep everyone aligned with the group’s roadmap, OKRs, and action plans.
• Optimize Operations: Review, research, and implement improvements in our product, processes, and people to enhance the user experience.
• Strategically manage staffing resources to meet Service Level Agreements (SLAs).
• Develop Talent: Create GROW plans for team leaders and members to foster personal and professional growth.
• Performance Management: Ensure clear understanding of KPIs, job expectations, and performance results through regular reviews and coaching sessions.
• Build a consistent culture of guidance and feedback with weekly 1:1s and relevant meetings.
• Ensure timely reporting of the group’s achievements, while identifying challenges and devising practical solutions.
• Actively participate in company-initiated engagement activities, including Town Halls, CX Recognition Days, and team-building events.

• 2 years experience in a leadership role within customer support or operations
• Strong critical thinking abilitiesExceptional English communication skills - written and verbal
• Candidates must possess at least a Bachelor's/ College Degree in any field.
• Ability to express complex ideas simply and concisely.
• Self-starter.
• Detail oriented and process driven.
• Possesses excellent personal and customer service abilities.
• Strong analytical and problem solving skills
• Ability to work in a fast paced dynamic environment

• You will get the opportunity to work with a US Headquartered company that is the world's largest online escrow company, which facilitates and secures large value payments.
• You will be working with high performers across the globe (US, Canada, Argentina,UK & Australia) that will allow you to grow and be mentored from leaders around the world.
• Take on the challenge on a global level, working with a top-ranked website that serves 66 million customers worldwide in 247 countries and territories.
• Earn a salary that recognizes your talent and dedication.
• Comprehensive and competitive HMO benefits to keep you and your family healthy.
• Work hard, take ownership, and watch your career soar in a dynamic and meritocratic workplace.
• Enjoy a delicious, free meal every day and the added perk of free snacks and beverages, to help you stay productive and focused throughout the day!
• Experience transparency and open communication at our weekly town halls, featuring Q&A sessions with the CEO.
• Get inspired and stay engaged with our company's regular hackathons and engagement activities, where you can put your skills to the test and compete for cash prizes!