Program And Policy Lead

📋 Description

• Design and implement a tiered service model for high-value users, including eligibility criteria
• Write and maintain the CX policy library covering account actions, exceptions, goodwill decisions
• Own the policy governance process end to end: intake, review with Legal and Compliance, approval
• Audit how agents are applying policies in practice, identify gaps between written policy and actual
• Build the CX programs roadmap, track progress across multiple concurrent initiatives, and keep
• Design policy and service structures that account for state-level and regional regulatory

🎯 Requirements

• 6 or more years in CX strategy, policy, or program management, with direct experience owning policy
• Demonstrated ability to write policies that frontline agents can apply consistently, meaning clear
• Experience working cross-functionally with Legal and Compliance in a regulated industry, including
• Experience designing tiered, premium, or VIP service models, including the criteria and operational
• Strong program management skills across multiple concurrent workstreams, with a track record of
• Comfort working with data to evaluate outcomes, whether that's pulling your own analysis or working

🎁 Benefits

• Competitive salary & equity
• Unlimited PTO
• Full Health, Vision, & Dental coverage
• 401k match
• Hardware setup: new MacBook Pro, big display, & accessories