What are we up to at Tango Card:

Tango Card helps thousands of companies reach their business goals by making rewards and incentives easy and awesome. Our customers genuinely love working with us and it shows as we are in the top 10% of Inc’s 5000 fastest growing companies. We are backed by a stellar group of investors including private equity firm FTV (who led a $35M growth equity round in 2018), Fyrfly Venture Partners, Floodgate Capital, Eric Schmidt’s Innovation Endeavors, SWaN & Legend partners, and WTI.

We have 2500+ live enterprise customers today including some of the World’s most recognizable businesses like Twitter, Google, Extole, Microsoft, Salesforce and F5. We also work with the top Gift Card brands including Amazon, Starbucks, Target, Walmart, Home Depot and over 300 more in 30+ countries. Our customers send millions of Gift Cards a month using Tango Card and we’ve facilitated nearly $1B of these Gift Card transactions since inception. Last but certainly not least, we proudly partner with many of the most respected non-profits in the country including the National Park Foundation, Special Olympics, and Habitat for Humanity.

Why work for us:

Tango Card is proud to have been rated of the best companies to work for by BuiltIn Seattle. We are on an incredible path to be the #1 rewards provider for the companies around the world, and to get there we need amazing people (like you) in sales, engineering, and support roles to realize this vision.

We foster an office-culture of autonomy and transparency with flexible working hours and slim org structures. We provide our team members with what they need to be successful in their role, whether this is the latest technology at their fingertips or going to conferences to learn about new industry trends. Our offices are designed for productivity and comfort with optional standing desks, comfortable pod-chairs, and a very dog-friendly environment. With a company like Tango Card that is experiencing high growth year over year, career opportunities abound and you really have the chance to create, own and grow your role.

Reward yourself, and join the Tango Card team.

Role Description:

The Director of Onboarding and Operations is a critical role in helping Tango Card realize its mission of delighting our customers and partners while creating and implementing processes that reduce internal workload. The Director of O&O will lead a team which works with a variety of Enterprise Applications and Internal tools to track onboarding and operations to increase accuracy, reduce manual work, eliminate duplicate entry and repetitive tasks. 

Reports to: CFO/CCO

As the Director of Operations and Onboarding You Will:

• Manage and mentor the Onboarding and Operations teams including hiring and training, coaching, career growth, goal setting and reviews, performance plans and terminations.
• Manage the new customer onboarding process, which includes:
  • Ensuring Tango Card best practices are followed (e.g., as documented in API, platform setup that meets the needs of the customer), catalog management (direct brands and reward link brands)
  • Gift Card Brand Approval
  • Contract management
  • ERP setup
  • Funding and payment structure in place; coordinate with Credit Management, AR and Analyst teams as needed.
  • Reporting set-up; coordinate with Analyst team as needed
  • Integration support; coordinate with Technical Account Manager as needed
• Manage Brand onboarding and Category management including:
  • Onboard new Gift Card brands (sandbox, production, ERP system)
  • Gift Card Brand detail changes, depreciation and provisioner changes
  • Gift Card Brand Campaign management
• Manage Know Your Customer (KYC) and Transaction monitoring including:
  • Review new Customer applications for verification and legitimacy
  • Credit card transaction review and approval
  • Review Customer Sale trends and thresholds for abnormal behavior
  • Suspicious activity review and communication, coordinate with the Customer Success Management team as needed
  • Communicate trends and improvements needed to the Product Team
• Manage Client Operations:
  • Responsible for all manually fulfilled orders by customers
  • Ensure SLAs are met for all orders
  • Track customer cancellations and recommend process improvements; communicate with CSM team as needed.
• Facilitate customer migrations to new platforms
• Recommend Product and Internal tools changes to encourage continuous process improvement for customers, partners, and internal teams.

Our ideal Director of Operations and Onboarding will have the following skills and experience:

• Combine true passion for thrilling customers with strong mind for operations, execution, and process improvement
• Excellent communication and collaboration skills, including cross-team collaboration
• Demonstrated success in supporting company mission, maintaining clear focus on customers
• Successful experience in creating baseline and continuous improvement of operations, and related improved financial performance
• Proven Project management skills, including timely completion of projects, comfortable raising issues, able to break down obstacles when necessary
• 5+ years of experience in Enterprise Customer onboarding, implementation, professional services, and/or training.

What you’ll get from us:

• Competitive pay (money isn’t everything, but it helps)
• Medical, Dental and Vision benefits (100% employer paid premium)
• Unlimited PTO and a generous holiday schedule
• 401k matching and equity opportunities
• Dog-Friendly office located in the heart of West Seattle
• Culture that fosters autonomy, creativity, inclusion, transparency, and ownership

Tango Card is proud to be an equal opportunity employer; we are strong because we are diverse.