Manager / Senior Manager – Customer Relations

Job Category: Customer Relations
Job Type: Full Time
Job Location: Philadelphia


  • Providing a best-in-class applicant experience by coaching and role-modeling a superior customer excellence mindset where quality and knowledge-sharing take priority
  • Developing strategic insights and trends based on reports and research and contributing/developing the next evolution of customer excellence and service product
  • Providing creative leadership to the team and best representing global customer-facing teams to other stakeholders
  • Partnering  with the various functions including but not limited to Marketing, Credit, Engineering, Finance, and other Operations units to share and drive client feedback and product improvements
  • Building scalable processes for efficiency, improving transparency, and effective allocation of time and resources.
  • Communicating with executive-level stakeholders, identifying dependencies and managing escalations
  • Ensuring the disciplined use of internal systems while tapping into the creativity of the team for continuous improvement
  • Providing customer insights that form the basis for growing our product portfolio and driving process innovation
  • Focusing on continuous improvement in conversion through automation, training, and cross-functional collaboration


  • Undergraduate degree, preferably with a marketing or finance concentration
  • You are an experienced leader and an industry expert (or getting there), bringing in-depth knowledge of CRM – Service, especially in (but not limited to) Financial Services or Education
  • You should at least 12+ years (15+ for Senior Manager) of Industry experience with at least 4-5 years of experience in developing / managing / heading CRM – Service Applications
  • You have a strong drive to succeed, demonstrate integrity, and top-tier thought leader – managing SLAs in fast-paced dynamic environment should be easy for you
  • You are a very collaborative and driven person with the ability to “make things happen”. At the same time, you are a deeply technical person, willing to get your hands dirty in the minutiae if the need arises.
  • A start-up experience with global customer base would be an important add-on
  • Extensive experience in process improvement through automation and tech-enabled tool
  • A self-driven, thought leader, technically focused, with excellent record of accomplishment of implementing transformation programs
  • Excellent written and oral communication skills – strong analytical skills
  • Empathetic and passionate about your products and customers/end-users
  • An effective communicator who is organized, articulate, confident, and polished in front of customers and decision makers
  • Bachelor’s degree from a reputed Institution. Masters preferred
  • English fluency, foreign language is a plus

A passion for financial inclusion and access to higher education is a must!

In addition, you should be comfortable working in a start-up environment, meaning a small agile team, fast-evolving roles and responsibilities, variable workload and tight deadlines, a high degree of autonomy, and 80-20 everything.

Apply for this position

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Dear educator friend,

In the critical process of preparing students to transition to college, you are key. The
ramifications of your guidance are far-reaching.

The Pioneer Research Program believes that it, too, has a role to play in preparing students of special potential and passion for learning. This is a role we trust you will appreciate knowing about. Our mission is to offer a deep and otherwise unavailable opportunity to exceptionally motivated young scholars who want to learn and research at the college level and to explore their potential for innovation.

What makes Pioneer a unique deep-dive learning experience is not just the mentorship of distinguished professors. It is the rigorous quality controls developed conjointly by Pioneer and Oberlin College. Professors (must) adhere to rubrics for

1) setting learning goals;

2) syllabus development;

3) oversight, feedback and evaluation, and

4) grading standardization.

This rigorous academic system is supported by thorough admission process and a high-minded ethics code. The combination gives students an exceptional learning experience that is brought to fruition in a college-level research paper documenting their findings.

You can follow this link Pioneer’s concrete academic system to learn more about the academic system. Academic quality control and academic oversight assure Pioneer’s focus is on learning and learners, and therefore all of our practices were built upon the following principles:

No conflict of interests Pioneer’s academic ethical standards
Because of its high academic and ethical standards, the Pioneer program has earned the trust of college admissions departments and formed the basis for the ground-breaking collaboration with Oberlin College. Pioneer scholars get two college credits upon completing their Pioneer research.

Click to learn about Pioneer and Oberlin College's groundbreaking academic collaboration.

Pioneer has a rigorous admission process. Students who have genuine academic interests and are highly motivated are a good fit with Pioneer’s values. Pioneer’s founding board insisted that Pioneer commit to a professor-blind policy during the application process, ensuring that applicants have authentic field interest and correct priorities. Consequently, no information about professors is released before admission to the program. This policy is much appreciated and respected by universities. Professor-blind admission policy
On this page is the critical information needed to meet your needs.

If you have additional questions, feel free to let us know how we can help you by emailing or calling 855-572-8863.


Matthew Jaskol

Founder & Program Director