At Guild, we believe talent is everywhere and that opportunity should be too. We continue to have our home and headquarters in Denver, but we have embraced a distributed model of working to reach the best talent in the United States. While some roles may require proximity to our Denver office, roles based outside of our Denver office can sit in any of the following 32 states: AZ, CA, CO, CT, FL, GA, ID, IL, IN, KS, MA, MD, ME, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI and Washington D.C. Please only apply if you are able to live and work full-time in one of the states listed above. State locations and specifics are subject to change as our hiring requirements shift. All salaries ranges are standardized nationwide and will not vary by region.

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If you are an Internal Candidate, please apply via our Internal Job Board.

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At Guild, we uphold our Core Values in everything we do. Our team emphasizes our Core Values in the following ways:

Nurture A Learner’s Mindset - using a combination of feedback and reflection to gain productive insight into personal strengths and development areas
Build Shared Success - building partnerships and working collaboratively with others to meet shared objectives
Be an Owner - holding self and others accountable to meet commitments
Create Belonging - recognizing the value that different perspectives and cultures bring to our company

Guild is hiring a Senior Manager, Enterprise Resolution who is responsible for overseeing the investigation, scoping, and triage lifecycle of Tier 2 incidents and support ticket team. They lead the team in understanding Guild's business context and processes, developing a comprehensive knowledge of Guild systems and data, and fostering a strong problem-solving, cross-functional collaboration, and customer-centric mindset. Leveraging these skills, they ensure the team effectively scopes, validates, and resolves or triages Guild incidents, engineering support tickets, and exception requests, ensuring swift and accurate outcomes while maintaining alignment with business objectives.

As a Senior Manager, Enterprise Resolution, responsibilities include:

Oversee investigations for Tier 2 incidents and support tickets, defining the day to day processes and expectations, while providing team specific support where needed (ex: highly complicated incidents or tickets)
Monitor team performance metrics and adherence to SLAs to ensure delivery against business objectives and goals
Synthesizes incident and ticket trends and insights for cross-functional partners to drive process, product, operational, and technological improvements
Understand Guild's business processes to identify risks and streamline resolutions.
Develop system and data knowledge to guide technical problem analysis
Promote a culture of strong problem-solving and collaboration within the team
Build effective relationships with cross-functional peers to drive high-level cross team goal alignment as well as tactical process improvements etc
Onboard and train new members of team as needed
With an eye towards consistent improvement, evolves and refines incident and ticketing policies, frameworks, methodologies, documentation strategies, etc

You are a strong fit for this role if you have:

7+ years of professional experience as a strong systems thinker and an engaged problem solver, with demonstrated capability to traverse many systems and teams to understand root cause, enable cohesive issue resolution, and continuous improvement/learning as a result
3+ years of experience as a people-oriented leader, who believes in and fosters a transparent and feedback-rich environment, and is comfortable pushing forward thinking across the organization
Experience in managing high-impact issues with the ability to clearly synthesize and communicate across all levels from individual contributors to executives
A strong belief in measuring what matters, with experience in developing operational metrics, methodologies for measurement, and driving towards the common goal

We feel passionately about equal pay for equal work, and transparency in compensation is one vehicle to achieve that. Total compensation for this role is market competitive, including a base salary range of $130,000 - $160,000 as well as company stock options.

At Guild, we unlock the talent and economic potential of America’s workforce for employees and their companies. We partner with the nation’s largest employers—including Walmart, Chipotle, Discover, Hilton, Macy’s, Target, and The Walt Disney Company—to create cultures of opportunity that help them attract and retain top talent, while building the workforce of the future from within. By using our proprietary Career Opportunity Platform to develop education and learning programs that work in the real-world, thousands of employees at those companies have gained the skills, knowledge, and guidance they need to build a brighter future for themselves and their families—all without paying for tuition or career services on their own.

Guild is female-founded and a certified B Corp. The company has been named to the TIME100 Most Influential Companies of 2022 list, CNBC Disruptor50 list three years in a row, Inc. Best Led Companies list, Fast Co. World Changing Ideas list and the B Lab Best for the World list among many others.

Guild is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you have a disability or special need that requires accommodation, please let your recruiter know. We currently offer the following benefits:

Access to low-cost, high-quality health care options through Cigna and Kaiser (due to coverage limitations, Kaiser is currently only available in CA & CO)
Access to a 401k to help save for the future
Open vacation policy for employees to rest and recharge
8 days of fully-paid sick leave, to take the time to heal and or recover
Family-friendly benefits, including 12 weeks of parental leave for non-birthing parents and 18-20 weeks for birthing parents; 4-week ramp-up period for when employees return from a leave of 6 weeks or more; as well as employer-paid short-term and long-term disability, employer-sponsored life insurance, fertility and caregiving benefits.
Well-rounded wellness benefits including free and low cost mental health resources and financial wellbeing support services
Education benefits and tuition assistance to help your future development and growth

PRIVACY NOTICE

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I understand and agree to Guild's use of my information in accordance with Guild's Privacy Policy and, for applicants that are residents of the State of California, Guild's Applicant Privacy Notice and California Notice at Collection.

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