Program Manager, Member Experience
Leads cross-functional customer experience and operations programs that identify member and agent friction, improve support processes, and ensure operational readiness for product and policy changes. Requires 5+ years of program leadership, strong analytics, regulated-environment experience, and stakeholder influence.
About the job
Responsibilities
- Own and maintain process documentation, including SOPs, journey maps, and knowledge base content.
- Drive operational excellence by streamlining and automating agent functions.
- 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 impact for new features and policy changes.
- Lead initiatives that improve CSAT, resolution rates, contact rate, operational efficiency, and member trust.
Requirements
- 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 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: $116,000.00–$160,000.00.
- Full-time employees are eligible for a bonus, competitive equity package, and benefits.
- Comprehensive health, financial, and wellbeing benefits.
- Generous vacation policy and company-wide paid days off.
- Annual wellness stipend.
- Paid parental leave and family planning reimbursement.
- Backup child, elder, and pet care and subsidized commuter benefits for eligible employees.
Skills
Process Documentation, Journey Mapping, Looker, Tableau, Power BI, Data Analysis, Automation, Compliance, Risk Management, Product Operations, Vendor Operations, PMP
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