Are you ready to trade your job for a journey? Become a FlyMate!
Passion, excitement & global collaboration are all core to what it means to be a FlyMate. At Flywire, we’re on a mission to deliver the world’s most important and complex payments. We use our Flywire Advantage - the combination of our next-gen payments platform, proprietary payment network and vertical specific software, to help our clients get paid, and help their customers pay with ease - no matter where they are in the world.

What more do we need to truly be unstoppable? Perhaps, that is you! 

Who we are: 
Flywire is a global payments enablement and software company, founded a decade ago to solve high-stakes, high-value payments in education, using modern technology.

Today, we’ve digitized payments for more than 3,500+ global clients across education, healthcare, travel & B2B, covering more than 240 countries and territories and supporting over 140 currencies. And, we’re just getting started!

With over 1,100+ global FlyMates, representing more than 40 nationalities, and in 12 offices world-wide, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.

The Opportunity :

We, at Flywire, are seeking an experienced and tech-savvy Global Customer Operations Manager. In this role, internally referred to as Central Services Manager, you will oversee Flywire’s Central Services Team. 

Your role is critical to ensuring the seamless operations of our customer support department. You will possess leadership responsibilities and provide guidance to our Central Services team, while also streamlining processes and leveraging data-driven insights to enhance customer satisfaction. This team encompasses various functions, including project management, tool optimization, quality assurance, content management, and data analytics.These functions collaborate closely with our customer support leads to maintain and nurture the health and expansion of Flywire's Client & Payment Experience department.

We are actively seeking a technology-savvy people manager with a track record of fostering the growth of operational teams in their early to mid-stages. Our ideal candidate possesses a keen awareness of industry trends and is capable of implementing cutting-edge solutions that are both innovative and optimized for AI utilization. In this capacity, they will contribute to expanding self-service options and enhancing operational efficiency. We invite you to join us in delivering top-tier support to our esteemed clientele and steering our company towards success in the dynamic realm of fintech.

Key responsibilities include but not limited to:

• Identify inefficiencies within our customer service processes and workflows and implement cross-functional solutions.
• Collaborate closely with customer service leadership and product teams to gain insights into and provide input on product changes related to the customer service department and customer journey.
• Partner with senior management to facilitate the scaling of the customer service function, ensuring alignment with the company's overarching goals and objectives.
• Conduct rigorous data analysis to report on the operational impact of initiatives and influence the prioritization of large-scale projects. Key findings will be communicated to executive leadership.
• Play a pivotal role in designing and implementing new support channels and service offerings.
• Provide continuous training, coaching, and development opportunities for the Central Services Team.
• Develop and execute comprehensive project plans for cross-functional projects.
• Actively participate in strategic planning, aligning key performance indicators (KPIs) and execution plans with those of the department.

Here’s What We’re Looking For:

• Possess 5+ years of professional experience in project management, operations, and/or tech-focused customer service roles.
• Demonstrate a strong track record in project management and change management.
• Fluency in English required and additional languages a plus. Strong communication skills are essential.
• Exhibit proficiency in utilizing customer service software, databases, and CRM tools.
• Command knowledge of AI and automation tools in the context of customer service.
• Showcase exceptional client-facing and internal communication skills, both in verbal and written form.
• Display a strong commitment to team building and management across diverse geographical regions.
• Exhibit a robust analytical and problem-solving aptitude, leveraging advanced data mining and presentation skills to support business cases effectively.
• Possess prior experience in the scaling of customer operations teams (encompassing functions such as tools management, content management, quality assurance, and project management).
• Demonstrate an innate ability to solve complex cross-functional challenges and successfully implement solutions.

What We Offer:

• Competitive compensation, including Restricted Stock Units 
• Employee Stock Purchase Plan (ESPP)
• Flying Start - Our immersive Global Induction Program (Meet our Execs & Global Teams)
• Work with brilliant people that will keep you on your toes, learn more about their journeys by checking out #InsideFlywire on social media
• Dynamic & Global Team (we have been collaborating virtually for years!)
• Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global FlyMates 
• Be a meaningful part in our success - every FlyMate makes an impact
• Competitive time off including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect Days!
• Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers!)

Submit today and get started!

We are excited to get to know you! Throughout our process you can expect 4-5 rounds of interviews with different FlyMates including the Hiring Manager, Peers on the team, the VP of the department, and a homework assignment (don’t worry - this is the fun part!) your Talent Acquisition Partner will walk you through the steps and be your “go-to” person for any questions.

Flywire is an equal opportunity employer. With over 30 nationalities across 12 different offices, and diversity and inclusion at the core of our people agenda, we believe our FlyMates are our greatest asset, and we’re excited to watch our unique culture evolve with each new hire.