The role involves leading the consumer contact team at Marcus by Goldman Sachs, focusing on operations and customer service excellence. The candidate will coach and develop a team of 15-18 customer service representatives, ensuring high-quality service delivery. This position requires a passion for operations and the ability to influence new processes. The team aims to provide transparent and low-cost financial solutions to consumers.

• Three plus years of customer service management or service-oriented leadership role
• High School Diploma or GED, with an Associates or Bachelor's degree preferred
• Strong understanding of customer service experience
• Ability to work independently in a team-oriented and fast-paced environment
• Experience working with high net-worth customers

• Lead, manage and supervise the day-to-day operations of a team of customer service representatives.
• Coach the team in a real-time environment by conducting bi-weekly one-on-ones and staff meetings.
• Assist with interviewing and selection of team members while serving as a role model and mentor.
• Monitor calls and work closely with business partners to manage the professional development of team members.
• Provide hands-on assistance to team members and serve as an escalation point for customer issues.
• Offer guidance to the management team on operational performance and service level targets.
• Drive project management initiatives and recommend improvements in business processes.

• Employees at Goldman Sachs are often offered comprehensive benefits, including medical, dental, life and disability coverage, generous vacation and holidays, and robust wellness resources such as EAP counseling, medical advocacy, on-site/virtual health services, and fitness support. Financial perks typically include retirement savings programs, live financial education, education support, and wealth-creation opportunities through equity awards and select investment programs. Many locations also provide family benefits (childcare resources, parental and family leaves, adoption/surrogacy support) and flexible work options like part-time schedules, job sharing, telecommuting, and alternate hours.