Program Manager, Member Experience, Financial Security

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Program Manager, Member Experience, Financial Security in the United States.

In this role, you will lead initiatives to optimize the member support journey for a suite of financial products, ensuring high-quality, efficient, and member-first experiences. You will translate insights from members, operational data, and frontline teams into actionable roadmaps that drive satisfaction, automation, and agent empowerment. Collaborating across product, engineering, analytics, and operations, you will implement improvements, test innovations, and scale solutions that enhance overall member experience. This role combines strategic thinking, cross-functional influence, and data-driven decision-making in a dynamic, fast-growing environment. You will have a direct impact on operational excellence and play a key role in shaping processes that improve trust and satisfaction for financial service members.

Accountabilities:

• Manage the end-to-end support experience, including entry points, routing, automation, knowledge management, and resolution quality.
• Develop and execute the Support NPS roadmap, leveraging insights from NPS, VOC, QA, and sentiment data.
• Partner with Analytics and Operations to run experiments, evaluate outcomes, and scale effective improvements.
• Collaborate with Product and Engineering to define requirements for support tools and automation initiatives.
• Work with Risk and Compliance to ensure accuracy, consistency, and adherence to regulations.
• Empower agents and vendor teams through feedback loops, training, and performance improvements.
• Maintain operational excellence by refining workflows, SOPs, and knowledge updates aligned with evolving products.

Requirements

• 6+ years of experience managing complex, cross-functional programs, ideally in customer experience, operations, or product enablement.
• Proven ability to lead initiatives that improve customer satisfaction, efficiency, or automation in service/support ecosystems.
• Experience managing end-to-end support journeys and optimizing CX processes.
• Skilled in data-driven decision-making using metrics such as NPS, FCR, AHT, and containment.
• Strong cross-functional influence with Product, Engineering, Ops, and Risk teams.
• Excellent problem-solving, strategic thinking, and communication skills for diverse audiences.
• Member-obsessed mindset, strong ownership mentality, adaptability, and resilience in dynamic environments.

Preferred:

• Experience managing outsourced or vendor operations.
• Background in financial services or technology-driven customer support.

Benefits

• 6+ years of experience managing complex, cross-functional programs, ideally in customer experience, operations, or product enablement.
• Proven ability to lead initiatives that improve customer satisfaction, efficiency, or automation in service/support ecosystems.
• Experience managing end-to-end support journeys and optimizing CX processes.
• Skilled in data-driven decision-making using metrics such as NPS, FCR, AHT, and containment.
• Strong cross-functional influence with Product, Engineering, Ops, and Risk teams.
• Excellent problem-solving, strategic thinking, and communication skills for diverse audiences.
• Member-obsessed mindset, strong ownership mentality, adaptability, and resilience in dynamic environments.

Preferred:

• Experience managing outsourced or vendor operations.
• Background in financial services or technology-driven customer support.