Program Manager

📋 Description

• Own the End-to-End Support Journey for core cards, transactions, and transfers.
• Build and execute the Support NPS roadmap from insights to action.
• Lead with data to prioritize initiatives and outcomes.
• Run experiments and scale effective support flows (A/B tests).
• Collaborate with Product, Engineering, Ops, and Risk/Compliance.
• Empower agents and vendors with feedback, training, and content.

🎯 Requirements

• 6+ years in CX, program mgmt, operations, or product enablement.
• Experience in end-to-end customer journeys in high-growth environments.
• Partner with Product, Engineering, or Analytics to design tooling and automation.
• Use data (NPS, drivers, AHT, containment) to guide priorities.
• Lead process optimization, knowledge management, and CX quality.
• Experience with outsourced or vendor operations and cross-functional influence.

🎁 Benefits

• Four days in the office; Fridays from home for near-office teammates.
• In-office perks include backup child/elder/pet care and commuter benefit.
• Competitive salary based on experience.
• 401k match and comprehensive medical, dental, vision, life.
• Generous vacation and company-wide days off.
• Parental leave, wellness stipend, and community time.