Role Overview

ID.me is looking for a Member Experience Operations Sr. Program Manager. The role will be responsible for understanding the end-to-end member journey for our identity products (self-service and human-assisted verification) and making recommendations to improve the overall experience. The role is responsible for understanding the friction points (eg. drivers of confusion, abandonment, and dissatisfaction) for members using ID.me, working cross-functionally to address the highest friction points, and driving improvements in KPIs for the identity products. The Sr. Program Manager will build business cases based on data-driven analysis and influence positive product changes for the member. The role will demonstrate a high level of ownership across our identity verification member experience.

The Sr. Program Manager will partner 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 individual is a detail-oriented self-starter with a passion for customer experience and a proven track record of identifying insights that lead to meaningful product or support experience changes. Must be able to multi-task and independently manage multiple priorities simultaneously. Improving the member experience will require this individual to coordinate and project manage stakeholders across multiple teams to deliver product enhancements.

This role will report directly to the Sr. Manager of Member Experience. The role is located in our Tysons, VA location.

Core Responsibilities:

Reduce tickets and agent interactions

• Work with Product to plan how members will resolve issues and ensure downstream impacts are considered for all new product features and enhancements.
• Identify policies, processes, and document acceptance criteria that lead to defects and member friction, recommend actionable solutions and project manage implementation.
• Complete root cause analysis of escalations and poor member experiences, recommend actionable solutions, and project manage implementation.
• Understand drivers of abandonment and rejection throughout identity product flows, and work cross-functionally to address
• Build data-driven business cases that clearly estimate value to the company and recommend solutions to improve MX metrics
• Identify and recommend changes to reduce the volume of members who need to interact with an agent in order to complete verification
• Use a variety of data (CSAT, tickets, operational, accounts) to fully understand the member journey for identity products

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 data on tickets to identify drivers of dissatisfaction and opportunities to improve members’ ability to self-resolve issues and increase automated response CSAT.
• Investigate identity issues reported by frontline agents and track to resolution
• Accountable for advocating for positively-impacting member experience document criteria changes

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.

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.
• Experience influencing change with data-driven analysis

 

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.
• Prior experience working in a customer experience, customer support strategy, consulting, or business intelligence role.
  
  

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.
• Must be able to independently juggle multiple projects at once