Sr. Program Manager

Job Description

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 Ops
• Strong analytical skills and experience using Looker, Tableau, Power BI, or similar tools
• Proven ability to break down complex problems and influence roadmap direction
• Experience building scalable processes that improved member experience metrics
• Strong executive communication and stakeholder influence skills

Nice-to-have

• PMP certification
• MBA
• Consulting background
• Regulatory/compliance domain expertise

RESPONSIBILITES

• Own and maintain process documentation (SOPs, journey maps, knowledge base content)
• Drive operational excellence by streamlining and automating agent functions
• Identify friction points across the member and agent journey and implement scalable solutions
• Influence cross-functional roadmaps using data-driven insights
• Partner with various cross-functional teams such as Product, Legal, Risk, Vendor Ops, Quality, and Learning to optimize agent performance
• Ensure operational readiness and assess support impact for new features and policy changes
• Lead initiatives that measurably improve CSAT, resolution rates, and contact rate

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