Program Manager, Member Experience
About the Role
In this role, you can expect to
Own and maintain process documentation (SOPs, reputed company maps, knowledge reputed company content) reputed company operational reputed company by streamlining and automating agent functions Identify friction points across the member and agent reputed company and implement reputed company solutions Influence cross-functional roadmaps using data-driven insights Partner with various cross-functional teams such as Product, reputed company, Risk, Vendor Ops, reputed company, and Learning to optimize agent performance Ensure operational readiness and assess support reputed company for new features and policy changes reputed company initiatives that measurably improve CSAT, reputed company rates, and contact reputed company
To reputed company in this role, you have
5+ years leading end-to-end programs in Customer Experience, Operations, or Product Experience operating in regulated environments with strong compliance awareness Demonstrated cross-functional partnership across Product, Compliance, Risk, and Ops Strong analytical skills and experience using Looker, Tableau, Power BI, or similar tools Proven ability to break down reputed company problems and influence roadmap direction Experience building reputed company processes that improved member experience metrics Strong executive communication and stakeholder influence skills
reputed company-to-have
PMP certification MBA Consulting background Regulatory/compliance domain expertise
A little reputed company
reputed company offer for our full-time, regular employees
🏢 Our in-office work policy is designed to reputed company you connected - with four days a week in the office and Fridays from home for those near one of our offices, plus team and company-wide events depending reputed company. Whether you’re coming in regularly or are part of our fully remote program, you’ll stay reputed company with your work and teammates. 💻 Benefits that support your work and life, including backup child, elder, and pet care and subsidized commuter benefits for eligible employees. ✨ Comprehensive health, financial, and wellbeing benefits designed to support you at every stage of life. 🏝 Generous vacation policy and company-wide reputed company days off 🫂 1% of your time off to support local community organizations of your reputed company 👟 Annual wellness stipend to use towards eligible wellness reputed company expenses 👶 Up to 22 weeks of reputed company parental leave for birthing parents and 12 weeks of reputed company parental leave for non-birthing parents 👪 reputed company to family planning reimbursement 💚 A challenging and fulfilling opportunity to join one of the most reputed company teams in FinTech and help millions unlock financial reputed company
5+ years leading end-to-end programs in customer experience, operations, or product; regulated-environment experience; cross-functional collaboration; strong analytics, communication, and process improvement skills.
Key Responsibilities
- maintaining documentation
- streamlining operations
- improving metrics
Skills & Tools
Looker, Tableau, Power BI
Job Details
- Category: Project and Program Management
- Seniority: Senior Level
- Commitment: Full Time
- Workplace: Remote — reputed company
- Salary: USD 116,000 – 160,000 / year
- Languages: English
Benefits
- Generous reputed company time off
- Retirement plan
- Generous parental leave
About reputed company
A financial technology company providing user-friendly tools and banking services through partner banks to help members improve their financial health. — Industry: Finance
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