Senior Director of Ibotta Care (Customer Support)

| Greater Denver Area | Hybrid
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*Please note, we're open to filling this role at the Director or Senior Director level*

Ibotta is seeking a Senior Director of Ibotta Care to lead our customer service function and to represent the voice of our users (called “Savers”) across the entire company. This person will play a pivotal role in not only driving the operational effectiveness and success of the Ibotta Care organization, but in improving the overall quality of the Ibotta experience through collaboration with senior leaders across the company. The Sr Director of Ibotta Care must bring a combination of operational expertise in world class customer service, and the passion and collaborative drive to take Ibotta’s total Saver experience to the next level.

What you will be doing:

  • Embrace and uphold Ibotta’s Core Values: Integrity, Boldness, Outhustle, Teamwork, Transparency & A good idea can come from anywhere
  • Lead and refine a support system that provides Savers with an amazing experience that solves their problems, delights, and most importantly, keeps them happily saving with Ibotta.
  • Build and leverage highly effective interdepartmental relationships to bring forward the Saver perspective in product design and experience improvement in the Ibotta app.
  • Create robust reporting and insight into the saver experience through the lens of Ibotta Care, and drive the decision making and improvement that must result from that insight.
  • Operate a highly effective organization through active coaching, development and leadership. Excel at developing skills in upcoming leadership talent, creating and driving shared vision.
  • Design, implement and continually refine a staffing strategy that meets the competency demands, quality standards and financial models to best serve saver and company health.
  • Develop, implement, and monitor department processes and procedures ensuring effective and efficient operations.
  • Maintain an in-depth working knowledge of Ibotta systems, processes, and products.
  • Hire, train and lead a large internal and outsourced workforce  in order to achieve high performance and company success.

What we are looking for:

  • A seasoned and well-rounded Customer Support/Customer Service background consistent with being among the most senior leadership resources in an organization.
  • 10+ years of experience, with steadily increasing scope and responsibilities in Support/Service, leading teams of 100+ and working with US based and international outsource partners.
  • Experience running Customer Support for a consumer facing product or technology strongly preferred
  • Proven success in collaborative problem solving and strategic planning with all levels, up to and including directly with company Officers and the CEO.
  • Clear, concise written and verbal communication skills across all mediums (visual, written, verbal) that shepherd stakeholders along and bolster your decisions with focus and brevity.
  • A collaborative and aggressive approach to problem solving, with staunch ownership and advocacy of the Saver perspective.
  • A passion for teaching, mentorship, and getting the ultimate satisfaction from seeing those around you succeed.
  • Well-organized, resolute, and goal-oriented in terms of achieving objectives and key results while keeping the bigger organizational goals and successes in mind.
  • Comfort with fast paced environments, ability to adapt to changing environments, and lead amidst ambiguity.
  • Ability to attract, build, and retain a team of high performing individuals; you must be adept at assessing, coaching, and effectively managing employee performance.

About Us:

Built in Denver, CO, Ibotta ("I bought a...") is a free mobile shopping app that gives users cash back on groceries and more. Through our partnerships with brands and retailers like Procter & Gamble, Kraft Heinz, Kellogg, Amazon, Walmart, Target and Uber, we’ve delivered over $750 million in cumulative cash rewards to our Savers. Guided by our values and our mission to make every purchase rewarding, we come to work energized by the business problems we get to solve, the technology we get to build, and the people we get to innovate (and have fun) with. Ibotta made Inc.’s 2020 list of the 5000 fastest-growing private companies in the U.S. for the third consecutive year. In 2019, we became the first mobile consumer technology company in Colorado to achieve $1B in valuation.

Additional Details:

  • This position is located in Denver, CO and includes competitive pay, benefits package (including medical,

    dental, vision), 401k, and equity.

  • Ibotta is an Equal Opportunity Employer. Ibotta’s employment decisions are made without regard with race,

    color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status,

    gender identity, sexual orientation, or any other legally protected status

  • Applicants must be currently authorized to work in the United States on a full-time basis.

  • For the security of our employees and the business, all employees are responsible for the secure handling

    of data in accordance with our security policies, identifying and reporting phishing attempts, as well as

    reporting security incidents to the proper channels.


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • Ember.jsFrameworks
    • Ruby on RailsFrameworks
    • HiveDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • AWS (Amazon Web Services)Services
    • LookerAnalytics
    • FigmaDesign
    • IllustratorDesign
    • MiroDesign
    • AsanaManagement
    • ConfluenceManagement
    • Google DocsManagement
    • JIRAManagement
    • SalesforceCRM
    • MailChimpEmail
    • SlackCollaboration
    • ZoomCollaboration
    • AsanaProject Management
    • SmartsheetProject Management
    • TrelloProject Management

Location

Currently hybrid - our headquarters are located in central Downtown Denver - convenient access to public transportation and Denver's best restaurants!

An Insider's view of Ibotta

What’s the vibe like in the office?

The best part about Ibotta is the people that work here. It's humbling to be able to work with such talented and experienced team members who are all working towards a collective mission. I've been able to learn so much from my colleagues both on a professional and personal level, and they are 100% the reason that I enjoy coming into work everyday.

Prachi

Senior Director, Client Partnerships

What does your typical day look like?

There really is no typical day when you work in social, which I love! You can usually find me working on new content ideas, reporting on performance across our social channels, managing our community, or working on social ad placements for clients :)

Shelby

Senior Marketing Associate, Social Media

How has your career grown since starting at the company?

In my time at Ibotta, I've held 3 distinct job titles across 4 very different roles - I'd say that qualifies as strong mobility! I started as a Senior Engineer, then became an Engineering Manager, and now a Senior Engineering Manager all thanks to the plentiful opportunities and mentorship afforded to me.

Minh

Senior Engineering Manager

What unique initiatives do you have that encourage innovation?

I'm personally excited about the focus everyone seems to have on improving the lives of our users. As a UX professional, working for a company that is truly customer-centric and highly values the power of design is incredible.

Mandy

Senior Director of Product Design

How would you describe the company’s work-life balance?

The work we do is impactful, and we all have a lot of opportunity to shape it - so I think people can be successful here if they're interested in taking ownership of tough problems and solving them. However, what we do NOT embrace is "busy culture." We're smart about the work we do, and conscientious of the need for balance.

Nick

Senior Technical Program Manager

What are Ibotta Perks + Benefits

Ibotta Benefits Overview

We invest in every employee with a competitive salary, company equity, a matched 401(k), leadership training, and more. We also offer comprehensive medical, dental, and vision coverage to full-time employees. Oh, and we also believe in a healthy work-life balance. Flexible time off, team building events, Learning & Development opportunities, and an annual dinner bonus keep us energized and focused.

At Ibotta, we care about you. That’s why we offer benefits that support your physical, emotional, and financial health. Learn more below and through our career page!

Culture
Volunteer in local community
Each year, Ibotta employees participate in a company-wide volunteer day. Ibotta's Culture Clubs also provide multiple opportunities for volunteering and getting involved in the local community.
Partners with nonprofits
Ibotta partners with local nonprofits such as ChickTech, Denver Urban Gardens, Wish for Wheels, the Boys & Girls Club, and more through individual "Volunteer Time Off", team events, and/or donations.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
In-person all-hands meetings
Summer hours
President's club
Employee awards
Flexible work schedule
Ibotta provides employees with a flexible work schedule that includes core hours as well as flexible start and end times.
Remote work program
Diversity
Documented equal pay policy
Mandated unconscious bias training
Ibotta weaves unconscious bias training into individual contributor and manager sessions when applicable. Through this, our employees become more aware of unconscious biases and other barriers to DEI.
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Hiring teams attend training sessions to help managers and interviewers see the impact that unconscious bias may have on the interview process and provide employees with interviewing best practices.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Ibotta employees can contribute up to $2750 annually to their FSA.
Disability insurance
Disability insurance is provided at Ibotta.
Dental insurance
Ibotta offers multiple plans for employees to choose from to best fit their dental needs.
Vision insurance
Ibotta's vision benefits plan covers a large percentage of the cost to our employees
Health insurance
Ibotta offers multiple plans for employees to choose from to best fit their medical needs.
Life insurance
Life insurance is equal to 1x an employee's annual salary.
Pet insurance
Through our Ibotta Savings Marketplace, we offer a variety of discounts on services like pet insurance, local experiences, curated offers just for our organization, and new deals added weekly.
Wellness programs
As part of our 2021 Benefits, a Lifestyle Spending Account is available for employees to receive reimbursement for a variety of wellness programs they can choose from independently.
Team workouts
While in a virtual environment, we continue to provide remote workout opportunities through our Wellness Culture Club via zoom!
Mental health benefits
In addition to Ibotta's health care coverage, mental health services can be accessed through an Employee Assistance Program to ensure our employees receive support.
Financial & Retirement
401(K)
401(K) matching
Ibotta provides employees with a 401(k) matching plan managed by Principal. We match 100% of contributions up to 3% of an employee's annual gross pay.
Company equity
Ibotta offers stock options to eligible, full-time employees.
Performance bonus
In 2020, all eligible, full-time employees can participate in Ibotta's Profit Sharing program.
Charitable contribution matching
Pay transparency
Child Care & Parental Leave Benefits
Childcare benefits
We partner with Helpr to provide access to care support, primary care discounts and help finding local care centers and caregivers.
Generous parental leave
Ibotta offer's parental leave for all new parents.
Family medical leave
Ibotta provides FML to all eligible employees.
Adoption Assistance
Return-to-work program post parental leave
Fertility benefits
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Ibotta employees receive a minimum of 20 days per year of paid time off.
Paid volunteer time
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Ibotta hosts company outings throughout the year on a team-by-team basis.
Free snacks and drinks
Ibotta provides a stocked snack bar in the office, along with coffee, tea and other goodies.
Some meals provided
When in the office, Bagel Thursdays are a staple at Ibotta. We also provide meals for certain events, including breakfast burritos at our quarterly Town Hall meetings.
Company-sponsored happy hours
When in the office, a variety of beverages are provided during our bi-weekly Product Demos. We also host (often themed) additional happy hours throughout the year with snacks and drinks.
Onsite office parking
Recreational clubs
Ibotta's "Sports + Rec" Culture Club provides a variety of leagues to participate in year-round (when in-person).
Relocation assistance
Ibotta offers relocation assistance depending on the role.
Fitness stipend
New in 2021, Ibotta's Lifestyle Spending Account provides up to $150 per month for reimbursement for applicable fitness and wellness expenses.
Mother's room
Onsite gym
Professional Development Benefits
Job training & conferences
Ibotta offers employees professional development opportunities like bi-weekly training sessions, manager bootcamp, panel events, hackathons, team training and more.
Lunch and learns
Ibotta's Culture Clubs provide Lunch and Learn opportunities throughout the year on a variety of topics.
Promote from within
Mentorship program
Continuing education available during work hours
Ibotta encourages learning throughout the year dependent on an individual's professional goals and development.
Online course subscriptions available
Customized development tracks
Paid industry certifications
Ibotta can provide a budget for paid industry certifications based on an individual's professional goals and development.
Personal development training

Additional Perks + Benefits

We invest in our employees with a competitive salary, company equity, a matched 401(k), and leadership training. We also offer comprehensive medical, dental, and vision coverage to full-time employees. Oh, and we also believe in a healthy work-life balance. Flexible time off, team building events, Learning & Development opportunities, and an annual dinner bonus keep us energized and focused.

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