Program Manager, Member Experience

Responsibilities

• Maintain and develop process documentation such as SOPs and journey maps
• Streamline agent operations to improve efficiency
• Identify and resolve friction points in member and agent interactions
• Leverage data to drive cross-functional strategic influence
• Collaborate with Product, Legal, Risk, and other teams to enhance agent performance
• Prepare for new feature launches by assessing operational impacts
• Lead initiatives that improve customer satisfaction and efficiency metrics

Qualifications

• 5+ years of experience managing Customer Experience, Operations, or Product programs
• Experience in regulated environments with compliance awareness
• Strong cross-functional collaboration skills across multiple business units
• Proficiency in data analysis using tools such as Looker, Tableau, or Power BI
• Experience creating scalable processes that enhance member metrics
• Exceptional communication and stakeholder management capabilities

Pay

$116,000 – $160,000 annually

Schedule

Remote - US based candidates only, no visa sponsorship available