Role Overview

ID.me is looking for a Member Experience Operations Sr. Program Manager. The role will be responsible for understanding drivers of ticket volume and low CSAT (Customer Satisfaction Score) and partnering cross-functionally with our Product, Design, Member Support, and Customer Success teams to drive improvements in issue resolution rate and CSAT. This role will also be responsible for partnering with the Product and Design teams to address the root cause of defects that lead to tickets. This role will play a critical role in partnering with Customer Success to drive improvements to our customer go-live program. 

The ideal candidate will be a detail-oriented self-starter with a passion for customer experience and a proven track record identifying insights that lead to meaningful product or support experience changes.

This role will report directly to the Sr. Manager of Member Experience.

Responsibilities 

Customer insights and onboarding process improvements

• Partner with Customer Success and Product to reduce member confusion through codifying configuration and onboarding best-practices.
• Review end-to-end customer workflow and build a support plan based on customer policy and implementation requirements.
• Conduct a post-launch review of support ticket and verification rate data. If necessary, conduct root cause analysis, recommend actionable solutions, and project manage implementation.

Reduce tickets and support interactions

• Work with Product to plan for how members will resolve issues and ensure downstream impacts are considered for all new product features and enhancements.
• Complete root causes analysis of escalations and poor member experiences, recommend actionable solutions, and project manage implementation.
• Identify policies, processes, and document acceptance criteria that lead to defects and member friction, recommend actionable solutions and project manage implementation.

Support Experience Improvements

• Build support playbooks to guide agents on how to troubleshoot and resolve product defects.
• Identify actionable initiatives to improve support CSAT and project manage implementation.
• Analyze chatbot abandonment, unanswered/unmapped queries, and human handoff data to identify opportunities to improve the chatbot’s ability to resolve members issues; project manage implementation across teams.
• Analyze data on ticket automation program to identify opportunities to improve members’ ability to self-resolve issues and increase automated response CSAT.

Required Qualifications

• Bachelor’s Degree in a relevant field such as Engineering, Business, Data Analytics, or other quantitative focus.
• 8 years relevant experience in a program management, strategy & operations or technical consultant role.
• Prior experience working in a customer experience, customer support strategy, consulting, or business intelligence role.

Ideal Qualifications

• Strong analytical and problem-solving skills with the ability to collect, analyze, and interpret unstructured data from various sources to identify trends and insights.
• Ability to work autonomously and make independent decisions to meet deliverables with minimal oversight.
• Demonstrated ability to collaborate and influence cross-functional teams to drive improvements and deliver results.
• Strong interpersonal skills including strong listening, written and verbal communication, and the ability to communicate with others clearly and professionally.

The ideal candidate will thrive in the following culture:

• Ability to thrive in a fast-paced environment, with changing priorities and shifting of gears.
• Must be a team player with a strong, self-managing work ethic.
• Must be a self-starter with a passion for learning and continuous improvement.

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