CIMD - Marcus by Goldman Sachs - Customer Delivery Solutions Manager - Associate - Richardson, TX/ Draper, UT

Goldman Sachs - Dallas, TX4.0

Consumer and Investment Management (CIMD)
The Consumer and Investment Management Division includes Goldman Sachs Asset Management (GSAM), Private Wealth Management (PWM) and our Consumer business (Marcus by Goldman Sachs). We provide asset management, wealth management and banking expertise to consumers and institutions around the world. CIMD partners with various teams across the firm to help individuals and institutions navigate changing markets and take control of their financial lives.

Consumer, externally known as Marcus by Goldman Sachs, is comprised of the firm’s digitally-led consumer businesses, which include our deposits and lending businesses, as well as our personal financial management app, Clarity Money. Consumer combines the strength and heritage of a 150-year-old financial institution with the agility and entrepreneurial spirit of a tech start-up. Through the use of machine learning and intuitive design, we provide customers with powerful tools that are grounded in value, transparency and simplicity to help them make smarter decisions about their money.

Your Impact

We are seeking an experienced operations manager to design, deliver and manage our customer delivery operations for the Consumer team. Ideal candidates will have extensive experience in all aspects of operations, including marketing operations, vendor management, IVR, Desktop, and customer remediation, all with the ability to design and deliver world class servicing experiences. In this role, the candidate will be required to collaborate with the Customer Delivery Solutions VP, technology and process engineering teams designing best in class customer experiences as well as the underlying agent-facing and customer-facing systems that deliver these experiences. Expertise in delivery of analytically driven customer experience improvement programs (CSAT, NPS) is required for success.


Relevant industry expertise in a portfolio of large scale accounts
5+ years of experience with direct management of internal and external (supplier) servicing operations
Broad based knowledge of all aspects of operations including contact center servicing, marketing operations, IVR, Desktop including applicable regulatory requirements
Strong understanding of key performance metrics and drivers and the ability to define and manage KPIs for a world class customer centric operations team
Ability to execute delivery solutions operational strategy for digital products
Ability to communicate effectively with operations leadership as well as junior contact center agents
Ability to establish and maintain a culture of risk management and compliance while delivering a world class customer experience in a contact center
The Goldman Sachs Group, Inc. is a leading global investment banking, securities and investment management firm that provides a wide range of financial services to a substantial and diversified client base that includes corporations, financial institutions, governments and individuals. Founded in 1869, the firm is headquartered in New York and maintains offices in all major financial centers around the world.

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