Senior Program Manager

New

Skills

Collaboration Software Customer Experience Management Data Analytics Knowledge Management Process Optimization Program Management Project Management Tools Quality Assurance Support Automation Vendor Management

The Senior Program Manager, Core Experience will oversee the management of entry points, routing, automation, knowledge management, and resolution quality for various products including core cards, transactions, and transfer products. This role focuses on enhancing member experience by partnering with Product, Engineering, and Analytics teams to deliver new features and improve existing products.

Key Responsibilities
  • Manage entry points, routing, automation, and resolution quality for new and core products.
  • Collaborate with Product, Engineering, and Analytics to prioritize initiatives and track outcomes.
  • Utilize analytics to inform decision-making and optimize high-impact projects.
  • Design and test support flows to evaluate outcomes and scale effective solutions.
  • Shape product roadmaps to preemptively address member issues.
  • Lead process optimization and knowledge management initiatives in customer experience.
  • Work with outsourced operations to ensure a consistent experience across platforms.
Required Skills & Qualifications
  • 6+ years of experience in customer experience, program management, operations, or product enablement.
  • Proven ability to manage end-to-end support journeys in a high-growth environment.
  • Experience in designing support tooling and automation.
  • Strong analytical skills with proficiency in using data insights (NPS, drivers, AHT).
  • Demonstrated leadership in process optimization and quality initiatives.

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Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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