Program Manager, Member Experience

📋 Description

• Own and optimize member-facing experience programs across product, policy, and process areas
• Uncover friction in member and agent journeys and drive scalable improvements
• Partner with Product, Risk, Legal, and other teams to launch compliant features and policies
• Use data to influence cross-functional roadmaps and improve CSAT and efficiency
• Ensure readiness and assess impact for new features and policy changes
• Lead initiatives to improve CSAT, resolution rates, and reduce contact rate

🎯 Requirements

• 5+ years leading end-to-end programs in Customer Experience, Operations, or Product
• Experience in regulated environments with strong compliance awareness
• Strong analytical skills; experience with Looker, Tableau, Power BI or similar tools
• Proven ability to break down complex problems and influence roadmap direction
• Experience building scalable processes that improve member experience metrics
• Excellent executive communication and stakeholder influence skills

🎁 Benefits

• In-office policy with four days in the office and Fridays from home for eligible locations; fully
• Benefits supporting work and life, including backup child, elder, and pet care; commuter benefits
• Comprehensive health, financial, and wellbeing benefits
• Generous vacation policy and company-wide paid days off
• 1% time off to support local community organizations
• Annual wellness stipend