Sr. Program Manager, Member Experience

Location: Remote - US based candidates only, no visa sponsorship available

About the role

For our client, we are seeking a Sr. Program Manager, Member Experience to join the team of a leader in the Business Services space. This role will guide end-to-end programs that improve the member and agent experience across operational workflows, service interactions, and policy changes. The position will partner closely with Product, Compliance, Risk, Legal, Quality, and Operations to remove friction, strengthen readiness, and drive measurable service outcomes. This leader will use data-driven insights and strong executive communication to influence roadmaps and scale improvements across the organization.

Responsibilities

• Own and maintain process documentation, including SOPs and journey maps
• Drive operational excellence through process streamlining and automation
• Identify friction points in member and agent journeys and implement solutions
• Influence cross-functional roadmaps with data-driven insights
• Collaborate with Product, Legal, Risk, and Quality teams to enhance agent performance
• Ensure operational readiness for new features and policy changes
• Lead initiatives aimed at improving CSAT, resolution rates, and contact rates

Qualifications

• 5+ years leading end-to-end programs in Customer Experience, Operations, or Product Experience in regulated environments with compliance awareness
• Proven cross-functional partnership across Product, Compliance, Risk, and Ops
• Strong analytical skills with experience in Looker, Tableau, or Power BI
• Ability to break down complex problems and influence roadmaps
• Experience creating scalable processes that improve member experience metrics
• Strong executive communication and stakeholder influence skills

Benefits

• In-office work policy with hybrid flexibility
• Supportive benefits for life situations such as childcare and eldercare
• Comprehensive health, financial, and wellbeing packages
• Generous vacation and paid days off policy
• 1% of work hours dedicated to community support of choice
• Annual wellness stipend for health-related expenses
• Extensive paid parental leave options
• Family planning reimbursement program

Pay

$138,000 – $190,000 annually