Program Manager

About the role 

As a Program Manager in Identity & Fraud Experience, you will play a key role in creating a high-quality support experience for members. You will bring a strong strategic lens to the work that the broader team does, providing expertise in tackling operational and member experience issues the team faces. Through data-driven insights, you will develop strategies for process improvements, new process standards and agent tooling improvements that enable a more frictionless, consistent experience and increase member satisfaction; all with a particular focus on balancing fraud/risk and member experience and maintaining regulatory compliance across third party and internal operations. You will operationalize these strategies through strong project management in partnership with the Identity and Fraud Experience Team, Operations, Risk, Product and others.

The base salary offered for this role and level of experience will begin at $103,680 and up to $144,000. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

In this role, you can expect to (responsibilities) 

• Exercise problem solving and analytical skills.
• Continuously analyze data and identify areas of friction in the member experience while balancing the safety and security of our Members, scope problem statements, build project plans, and own execution to drive improvement to key member experience metrics
• Develop and share compelling data-based insights about the member experience with your Team, as well as Product, Risk and other organizations; gain other organizations’ support for your projects; influence other organizations roadmaps to deliver member and agent experience improvements
• Partner with Vendor Operations, Quality, Learning, Content, Risk, and others to identify agent improvement opportunities.