Senior Strategic Program Lead

📋 Description

• Own the end-to-end CX strategy and program management for Identity and Onboarding, building and
• Partner with Identity and Onboarding Product, Design, and Engineering teams to influence roadmaps
• Build and maintain program scorecards tracking contact rates, CSAT, automation effectiveness, and
• Drive launch readiness for Identity and Onboarding product releases, ensuring sad path experiences
• Develop and implement strategies to optimize operations through an Eliminate, Automate, Optimize

🎯 Requirements

• 5+ years in product and/or program management, customer experience, or product operations at an
• Demonstrated ability to use data (contact rates, CSAT, retention metrics, opportunity sizing) to
• Track record of partnering with Product, Engineering, Design, and Analytics teams to deliver
• Experience leading launch readiness and program execution for broadly defined business objectives
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs

🎁 Benefits

• Base salary varies by location (see range below).
• Total compensation may also include equity and bonus eligibility, and benefits (medical, dental