Senior Program Manager, Member Experience
Leads cross-functional programs that improve member and agent experiences through process optimization, operational readiness, data-driven roadmap influence, and scalable solutions. Requires 5+ years of program leadership, analytical tool experience, and strong compliance and stakeholder-management skills.
About the job
Responsibilities
- Own and maintain process documentation, including SOPs, journey maps, and knowledge base content.
- Streamline and automate agent functions to drive operational excellence.
- Identify friction across member and agent journeys and implement scalable solutions.
- Influence cross-functional roadmaps using data-driven insights.
- Partner with Product, Legal, Risk, Vendor Operations, Quality, and Learning teams to optimize agent performance.
- Ensure operational readiness and assess support impacts for new features and policy changes.
- Lead initiatives that improve CSAT, resolution rates, contact rates, operational efficiency, and member trust.
Requirements
- 5+ years leading end-to-end programs in Customer Experience, Operations, or Product.
- Experience in regulated environments with strong compliance awareness.
- Demonstrated cross-functional partnership across Product, Compliance, Risk, and Operations.
- Strong analytical skills and experience using Looker, Tableau, Power BI, or similar tools.
- Ability to break down complex problems and influence roadmap direction.
- Experience building scalable processes that improve member experience metrics.
- Strong executive communication and stakeholder influence skills.
Nice-to-haves
- PMP certification.
- MBA.
- Consulting background.
- Regulatory or compliance domain expertise.
Compensation and Benefits
- Base salary: $138,000-$190,000 annually.
- Eligible full-time employees may receive a bonus, equity package, and benefits.
- Benefits include health, financial, and wellbeing programs; generous vacation and paid company days; wellness stipend; paid parental leave; family planning reimbursement; backup care; and commuter benefits.
Skills
Program Management, Customer Experience, Operations, Product Management, Compliance, Risk Management, Looker, Tableau, Power BI, Process Automation, Journey Mapping, Stakeholder Management, PMP
Similar jobs
Technical Program Management jobs
Chime
San Francisco, CA
Leads high-impact, enterprise-wide strategic programs across product, engineering, marketing, operations, and compliance. Requires a bachelor’s degree, 8+ years in program management, strategy, operations, or consulting, and strong executive communication and cross-functional leadership skills.
Chime
Chicago, ILOwn cross-functional AI enablement programs that drive workflow transformation, adoption, behavior change, and measurable productivity outcomes. The role requires 5+ years of program or project management experience, hands-on AI workflow automation, and strong skills in operating distributed programs.
Scale AI
Washington, DC
Leads cross-functional public-sector AI data programs, building scalable labeling pipelines, designing customer taxonomies, optimizing operations, and managing program economics. Requires an active Top Secret clearance, project-management experience, analytical and technical aptitude, and familiarity with generative-AI post-training workflows.
Metriport
San Francisco, CA
Leads complex healthcare interoperability projects, partnerships, and cross-functional execution while navigating legal, technical, compliance, and state-level requirements. Requires at least three years of project or consulting experience, partnership development, and healthcare interoperability experience.
Skydio
California
Drives materials planning, Clear-to-Build readiness, inventory strategy, and supply chain risk mitigation for drone and dock production across internal and contract manufacturing operations. Requires a bachelor’s degree and 5–8 years of hardware and contract manufacturing experience.