Senior Strategic Program Lead

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

📋 Description

• Take ownership of the comprehensive customer experience strategy and program management for Identity and Onboarding.

• Develop and implement long-term plans based on customer insights, contact rate assessments, business priorities, and market dynamics.

• Collaborate with Product, Design, and Engineering teams to shape and influence roadmaps.

• Create and maintain program scorecards that track contact rates, customer satisfaction (CSAT), automation efficiency, and quality standards.

• Identify product opportunities with clearly defined impact assessments and prioritized suggestions.

• Ensure readiness for the launch of Identity and Onboarding product releases.

• Outline “sad path” experiences in collaboration with the Product team.

• Establish instrumentation needs for operational teams.

• Utilize AI to develop and deploy features.

• Formulate and execute operational optimization strategies following an Eliminate, Automate, Optimize framework.

• Work in partnership with Product, Operations, AI, and Analytics teams.

⛳️ Requirements

• Minimum of 5 years of experience in product and/or program management, customer experience, or product operations within an enterprise-scale organization.

• Proficient in leveraging data such as contact rates, CSAT, retention metrics, and opportunity sizing to formulate business cases.

• Capable of influencing product roadmaps within Identity, Onboarding, or similarly intricate product domains.

• Demonstrated experience in delivering solutions utilizing AI.

• History of collaborating with Product, Engineering, Design, and Analytics teams to achieve measurable customer outcomes.

• Skilled in defining key performance indicators (KPIs), managing scorecards, and translating metric changes into coherent narratives for leadership.

• Proven ability to lead launch readiness and execute programs for broadly defined business objectives without pre-existing solutions.

• Experience managing cross-functional dependencies across various product areas.

• Capacity to use generative AI responsibly while ensuring human oversight.

• Must reside in the USA.

🏝️ Benefits

• Eligibility for equity and bonuses.

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• 401(k) retirement plan.

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

• Reasonable accommodations for individuals with disabilities.

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