Sr Finance Program Manager

📋 Description

• Own priority customer escalations end to end, including triage, action planning, cross-functional
• Serve as the single-threaded owner for complex escalations, creating structure and accountability
• Deliver clear post-mortems and executive summaries; track resolution progress, commitments, and
• Analyze escalation themes and quantify business impact to identify and prioritize opportunities for
• Lead cross-functional programs to improve the customer experience – standardize escalation
• Coach frontline teams on escalation prevention, de-escalation, customer communication, and

🎯 Requirements

• 4+ years of experience in Customer Success, Support Operations, Trust & Safety, incident
• Demonstrated success leading cross-functional process-improvement programs from problem definition
• Structured problem-solving skills and the ability to use data to make decisions, quantify impact
• Strong program and project management skills, including the ability to manage multiple workstreams
• Excellent written and verbal communication skills, with the ability to synthesize complex
• Bachelor’s degree in Business, Operations, Engineering, or a related field, or equivalent practical

🎁 Benefits

• Performance-based bonus/variable pay
• Equity for eligible roles
• Flexible, employee-led remote model
• Professional development stipend
• Comprehensive health and parental leave plans