MX Operations, Senior Program Manager
3 weeks ago
Role Overview
ID.me is looking for a Member Experience Operations Sr. Program Manager. The role will be responsible for understanding drivers of ticket volume and low CSAT (Customer Satisfaction Score) and partnering 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 ideal candidate will be a detail-oriented self-starter with a passion for customer experience and a proven track record identifying insights that lead to meaningful product or support experience changes.
This role will report directly to the Sr. Manager of Member Experience.
Responsibilities
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.
Reduce tickets and support interactions
Work with Product to plan for how members will resolve issues and ensure downstream impacts are considered for all new product features and enhancements.
Complete root causes analysis of escalations and poor member experiences, recommend actionable solutions, and project manage implementation.
Identify policies, processes, and document acceptance criteria that lead to defects and member friction, recommend actionable solutions and project manage implementation.
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 chatbot abandonment, unanswered/unmapped queries, and human handoff data to identify opportunities to improve the chatbot’s ability to resolve members issues; project manage implementation across teams.
Analyze data on ticket automation program to identify opportunities to improve members’ ability to self-resolve issues and increase automated response CSAT.
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.
Prior experience working in a customer experience, customer support strategy, consulting, or business intelligence role.
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.
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.
#LI-JS1
#J-18808-Ljbffr
-
Senior Program Manager
5 days ago
McLean, United States Zantech Full timeAre you looking for your next challenge? Are you ready to work with a performance-based small company? At Zantech, we are a dynamic Small Business focused on providing complex, mission focused solutions with a proven track record of outstanding customer performance and high employee satisfaction. We are looking for you; someone who strives to support a...
-
Intelligence Recruiter, Senior
4 days ago
McLean, United States Orbis Operations Full timeDepartment: Corporate Employment Type: Full Time Location: McLean, VA Reporting To: Tricia Sevidal Description The Senior Intelligence Recruiter delivers innovative recruiting support to align with client business objectives and ensures expert delivery of recruitment services to clients and candidates. Key Responsibilities Utilize sourcing tools and...
-
Accounting Manager
4 days ago
McLean, United States Orbis Operations Full timeDepartment: Corporate Employment Type: Full Time Location: McLean, VA Description The Accounting Manager will be responsible for managing and overseeing all aspects of financial operations and employee relations. This position reports directly to the CFO. The Accounting Manager’s responsibilities include the accurate and timely preparation and analyses of...
-
Senior Manager, Risk Programs
3 days ago
McLean, United States Capital One Full timeCenter 2 (19050), United States of America, McLean, VirginiaSenior Manager, Risk Programs & Advisory Do you like working in the spotlight? Are you ready to work at a top 10 Bank? Can you build relationships as well as develop and implement innovative solutions? As a Senior Risk Manager at Capital One you’ll be responsible for working with business and risk...
-
Senior Manager, Technical Program Management
1 week ago
McLean, United States Capital One Financial Corporation Full timeCenter 3 (19075), United States of America, McLean, Virginia. Senior Manager, Technical Program Management - Enterprise Data. Are you interested in leading programs that deliver on critical business goals and build large scale products & platforms? A Technical, Manager, Enterprise, Program, Management, Senior, Banking, Technology
-
Senior Executive Operations Manager
4 days ago
McLean, United States International Association of Fire Chiefs (IAFC) Full timeThe Senior Executive Operations Manager (SEOM) position provides comprehensive executive and administrative support to the CEO/Executive Director (CEO) and manages the executive and administrative support operations for the IAFC. This will require a seasoned ability to communicate direction and delegate assignments on behalf of the CEO, monitor progress and...
-
Senior Program Finance Analyst
3 days ago
McLean, United States Capgemini Government Solutions LLC Full timeCapgemini Government Solutions is seeking a senior level Program Finance Analyst. This position will offer an opportunity to utilize your current knowledge in finance and accounting while advancing your technical and professional skills. The ideal candidate will be detail oriented and should have foundational knowledge of government accounting and program...
-
McLean, United States Booz Allen Hamilton Full timeGlobal Supply Chain Operations, Senior Manager The Opportunity: As a professional in contracts, pricing, and procurement, you have the experience and skills to ensure our contracts, pricing, and procurement operations are effective, efficient, timely, and valuable for internal and external clients. You know how to interface with internal and external...
-
Senior Program Finance Analyst
7 days ago
McLean, United States latitude Full timeJob Title: Senior Program Finance Analyst Location: Mclean, VA (Hybrid) Hourly Rate: $45 - $52 per hour Responsibilities: Provide financial analysis and support for various programs and projects Develop, maintain, and analyze program budgets and forecasts Ensure compliance with company policies, procedures, and government regulations Prepare financial...
-
Program Manager, Director
5 days ago
McLean, United States Booz Allen Hamilton Full timeProgram Manager, Director Key Role: Deliver programmatic oversight and thought leadership to the delivery of large-scale system modernization efforts, including the transition of modernized systems to a production environment, and subsequent operations and maintenance (O&M) activities. Manage client relationships, by building rapport and directly...
-
Senior Manager Finance Operations
1 day ago
McLean, VA, United States Somatus Full timeSomatus Senior Manager Finance Operations McLean , Virginia Apply Now The Senior Manager Finance Operations will be responsible for supporting the field team and helping them drive performance in their market. This position requires strong: 1) financial and accounting interpretive and explicative skills to understand accounting and financial data and...
-
Senior Executive Operations Manager
1 month ago
McLean, VA, United States International Association of Fire Chiefs (IAFC) Full timeThe Senior Executive Operations Manager (SEOM) position provides comprehensive executive and administrative support to the CEO/Executive Director (CEO) and manages the executive and administrative support operations for the IAFC. This will require a seasoned ability to communicate direction and delegate assignments on behalf of the CEO, monitor progress and...
-
Program Manager
6 days ago
McLean, United States RDR Full timeJob Title Program Manager Location Tysons Corner - TYSON CORNER, VA 22102 US (Primary) Job Type Full-time Category Administrative Job Description Provides onsite guidance, direction, and supervision over contractor team. Maintains cost and schedule control. Provides technical guidance. Develops and implements remediation strategies. Assigns appropriate...
-
Program Manager
5 days ago
McLean, United States Hamdan Resources Full timeJob Description Our client is currently seeking a Program Manager to help support the US Army Medical Command (MEDCOM). This is a hybrid position with 1-2 days onsite in Falls Church, VA. Clearance Active Secret or US citizen eligible for a clearance Required Qualifications Master of Business Administration or related field 10+ years of Army Medical Senior...
-
International Division Deputy
4 weeks ago
McLean, United States Orbis Operations Full timeInternational Division DeputyDepartment: CorporateEmployment Type: Full TimeLocation: McLean, VAReporting To: Head of International DescriptionORBIS is looking for a dynamic International Division Deputy to grow, lead, and manage our international division. This role is located in McLean, VA with 35-50% international travel. Looking for someone to do the...
-
Technical Project Program Manager
7 days ago
McLean, United States Cordia Resources by Cherry Bekaert Full timeOur client is a pioneering force in revolutionizing workplace safety for industrial applications through cutting-edge SaaS software powered by AI . Their platform is dedicated to reducing, documenting, and managing workplace injuries, fostering safer and more efficient work environments . They are committed to innovation, excellence, and driving positive...
-
Website Product Manager
1 week ago
McLean, United States Sunrise Senior Living Full timeOverview **Responsibilities**: **Responsibilities**: As a part of the Sunrise team, supporting our Mission, Principles of Service and Core Values is a fundamental part of this job. Our foundational belief is the sacred value of human life. The unique responsibilities for this role include but are not limited to the essential functions listed as follows: -...
-
Director, Technology Program Management
1 month ago
McLean, United States Peraton Full time**About Peraton** **Responsibilities** Responsible for the successful technical, schedule, and cost performance of a major program in accordance with contract requirements and company policies, procedures, and guidelines. Prepare Staffing Plans, including skill and labor mix, to support contract operations. May be responsible for recruiting, interviewing,...
-
Senior Financial Management Consultant
4 weeks ago
McLean, United States NuvoLogic Consulting Full timeNuvoLogic Consulting is a management consulting company in the Northern Virginia area. We engage with public and private sector clients with a primary focus on financial services and mortgage finance. We help our clients in the areas of finance, accounting and operations to support CFO, budget, audit readiness, and risk management functions; business and...
-
Senior Program Integrator
1 month ago
McLean, United States Eleccion LLC Full timeJOB DESCRIPTION: A Customer mission center is seeking strong programmatic support and assistance tracking requirements to ensure continuity of operations to meet mission strategies. The candidate will support senior mission center Customers in strategic and tactical endeavors to enhance technical solutions in support of key requirements. S/he will...