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ManagerFull-timeRustAWS
Salary Range
$81,600 - $110,400 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Program Manager in Member Experience to create a high-quality dispute experience for members while driving operational efficiency for dispute support and resolution agents. This role involves developing expertise in dispute processes and leading strategic initiatives focused on member satisfaction, fraud mitigation, and agent accuracy.
Key Responsibilities
- →Own and improve process documentation including member journey maps, SOPs, and knowledge base content, serving as a subject matter expert for dispute resolution
- →Develop and communicate compelling, data-backed insights on member experience and project impact; influence cross-functional roadmaps
- →Own and improve metrics tied to operational performance, compliance, risk, and fraud
- →Analyze data to identify friction points, define problem statements, build project plans, and execute initiatives that improve key outcomes
- →Partner with Vendor Operations, Quality, Learning, Content, and others to improve agent performance and accuracy
- →Support operational readiness for new products and features, partnering with Finance, Workforce Management, and Operations
- →Contribute to a culture of trust, collaboration, and operational excellence
Requirements
- ✓6+ years experience in product operations, product management, program management, consulting, or similar analytical roles at a financial services organization
- ✓3+ years of experience in card issuer dispute operations with comprehensive knowledge of Regulation E, Regulation Z, and UDAAP
- ✓Ability to leverage data to inform and support critical decisions; foundational SQL and data visualization experience using tools like Looker, Tableau, or Microsoft Power BI
- ✓Experience working with cross-functional teams such as product managers, data analysts, operations analysts in building operations processes and systems
- ✓Preference for candidates with deep experience in process management and continuous improvement
- ✓Excellent communication and presentation skills; ability to foster collaboration and facilitate teamwork
- ✓Ability to effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly-changing environment
- ✓Highly motivated self-starter with a desire to grow and learn
