Program and Policy Lead

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

📋 Description

• Develop and execute a tiered service model for high-value customers, including criteria for eligibility, entitlements, and routing logic.

• Create and maintain the CX policy repository that addresses account actions, exceptions, goodwill decisions, and other customer-related scenarios.

• Manage the entire policy governance process, from intake through Legal and Compliance review, approval, version control, and communication of rollout.

• Review the application of policies by agents, identify any gaps, and address them through process improvements or enablement adjustments.

• Construct the CX programs roadmap, monitor ongoing initiatives, and ensure stakeholder alignment on priorities and timelines.

• Develop policy and service frameworks to meet state-level and regional regulatory requirements across different jurisdictions.

• Assess the impact of segmentation and policy modifications on customer satisfaction, support costs, and risk exposure.

⛳️ Requirements

• A minimum of 6 years in CX strategy, policy, or program management, with hands-on experience in managing policy documentation and governance processes.

• Proven ability to draft policies that frontline agents can apply uniformly, featuring clear decision-making rules, specified exceptions, and no ambiguity.

• Experience collaborating across functions with Legal and Compliance within a regulated sector, including formal review and approval workflows.

• Background in designing tiered, premium, or VIP service models, inclusive of criteria and operational logic.

• Strong program management capabilities across multiple simultaneous workstreams.

• History of ensuring complex projects remain on schedule without compromising quality.

• Proficiency in working with data to analyze results.

• (Preferred) Experience in trading, brokerage, or wealth management client services.

• (Preferred) Experience in creating or modifying policy frameworks across various jurisdictions with differing regulatory requirements.

🏝️ Benefits

• Competitive salary & equity.

• Unlimited PTO.

• Comprehensive Health, Vision, & Dental coverage.

• 401k matching.

• Hardware setup includes a new MacBook Pro, large display, & accessories.