Sr Finance Program Manager

📋 Description

• Own priority customer escalations from initial triage through final resolution, including action
• Act as the single-threaded owner for complex escalations, establishing clear accountability and
• Coordinate approximately 70% of the role around complex customer finance requests while ensuring
• Prepare clear post-mortems and executive summaries and track resolution progress, commitments, and
• Analyze escalation trends and quantify business impact to identify and prioritize opportunities for
• Lead cross-functional programs focused on standardizing escalation workflows, service-level

🎯 Requirements

• 4+ years of experience in Customer Success, Support Operations, Trust & Safety, incident
• Demonstrated success leading cross-functional process improvement programs from problem definition
• Strong structured problem-solving skills, with the ability to use data to make decisions, quantify
• Strong program and project management capabilities, including managing multiple workstreams
• Excellent written and verbal communication skills, with the ability to synthesize complex
• Strong customer-centric mindset with the judgment and composure needed to manage sensitive or

🎁 Benefits

• Annual base salary of $102,042–$154,350 USD, with actual pay varying based on location, knowledge
• Eligibility for an initial RSU grant with no vesting cliff and ongoing performance-based refresh
• Performance-based bonus or variable compensation.
• Equity opportunities for eligible roles.
• Flexible, employee-led remote work model.
• Professional development stipend.