Manager, Strategic Programs

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a portfolio of trading product domains, focusing on reducing support contact rates, ensuring launch readiness, and developing performance scorecards covering roughly half of the global trading CX scope.

• Oversee the high net worth CX program from inception to completion, establishing segment strategies, retention priorities, service models, and cross-functional operational frameworks involving Sales, Concierge, Compliance/Risk, and Trading products.

• Develop program strategy and prioritization frameworks for complex, high-stakes issues, influencing stakeholders at the Director level and above regarding tradeoffs, resource allocation, and sequencing.

• Create and implement a multi-quarter improvement roadmap that integrates in-product enhancements with CX-led automation, help center resources, and proactive support to mitigate primary contact drivers.

• Ensure CX readiness for Tier 1 trading launches across Product, WFM, L&D, and Tooling, assessing post-launch customer satisfaction (CSAT), contact volume, and the impact on adoption.

• Collaborate with Trading product teams during operational reviews, identifying customer trends, quantifying business impacts, addressing performance gaps, and generating executive-level reports.

⛳️ Requirements

• A minimum of 7 years in program management, customer experience (CX), or product operations.

• At least 5 years of experience in a trading, brokerage, or financial services environment.

• Demonstrated success in managing a high-value customer segment or critical business program with explicit metrics related to retention, revenue, or market share.

• Capability to establish strategy and lead intricate cross-functional programs across 5 or more teams, including Sales, Compliance, and BPO partners, with measurable business outcomes.

• Proven experience in influencing stakeholders at the Director level and above, negotiating priorities among competing initiatives, and fostering alignment without direct authority.

• Expertise in defining KPI frameworks, establishing OKR paths, and producing executive reports that link CX performance metrics to revenue and retention impacts.

• Active FINRA Series 7 and Series 63 licenses.

• Responsible utilization of generative AI under human supervision to produce business-ready outputs and measurable enhancements in efficiency, cost, and quality.

🏝️ Benefits

• Eligibility for equity and bonuses.

• Comprehensive medical insurance.

• Dental insurance coverage.

• Vision insurance options.

• 401(k) retirement plan.

• Quarterly in-person working sessions (“surges”).

• Reasonable accommodations for individuals with disabilities.

• Complimentary compatible screen reader and tutorial for applicants requiring screen-reading technology.