Manager, Strategic Programs

Ladders; United States; Remote; USD 166,000 - 196,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) plan options

Equity and bonus eligibility

Flexible application process, allowing

Job summary

Ladders is seeking a Manager of Strategic Programs to drive cross-functional initiatives in the Finance & Insurance space. This remote role focuses on improving customer experience and operational performance across trading product areas.

Lead multi-quarter roadmaps, partner with product and operations, and craft exec-ready metrics. Requires 7+ years in program management with FINRA licenses and a track record of influencing senior stakeholders.

Qualifications

• 7+ years in program management, CX, or product operations in trading or financial services.
• 5+ years of experience directly managing high-value customer segments or critical programs.
• Ability to lead complex cross-functional initiatives involving 5+ teams.
• Proven skills in influencing senior stakeholders without direct authority.
• Experience with KPI frameworks and executive reporting linking CX metrics to business outcomes.
• Active FINRA Series 7 and Series 63 licenses.
• Skill in using generative AI with appropriate oversight for business efficiency.

Responsibilities

• Own and manage a portfolio of trading product domains to achieve support contact reduction and performance targets.
• Lead the end-to-end high net worth customer experience program, defining strategy and cross-functional operating models.
• Set priorities and strategies for complex, high-stakes problems, engaging Director+ stakeholders.
• Build and execute a comprehensive multi-quarter improvement roadmap combining product and customer experience enhancements.
• Ensure customer experience readiness for Tier 1 trading launches, assessing post-launch metrics like CSAT and adoption.
• Collaborate with trading product teams on operational reviews to highlight customer feedback and performance gaps.

Skills

Program management

CX / customer experience

Product operations

KPI frameworks

Executive reporting

FINRA Series 7

FINRA Series 63

Generative AI

Job description

For our client, we are seeking a Manager, Strategic Programs to join the team of a leader in the Finance & Insurance space.

This role will lead high-impact, cross-functional programs focused on improving the customer experience and driving operational performance across trading-related product areas.

The manager will partner closely with product, operations, and senior stakeholders to shape strategy, execute a multi-quarter roadmap, and strengthen readiness for major launches.

This position requires a strong blend of program leadership, executive communication, and metrics-driven decision-making.

The ideal candidate will bring experience working on complex customer and product operations initiatives in a regulated financial environment, with an emphasis on outcomes that improve service efficiency and customer satisfaction.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $166,345 – $195,700 annually

Responsibilities

• Own and manage a portfolio of trading product domains to achieve support contact reduction and performance targets
• Lead the end-to-end high net worth customer experience program, defining strategy and cross-functional operating models
• Set priorities and strategies for complex, high-stakes problems, engaging Director+ stakeholders
• Build and execute a comprehensive multi-quarter improvement roadmap combining product and customer experience enhancements
• Ensure customer experience readiness for Tier 1 trading launches, assessing post-launch metrics like CSAT and adoption
• Collaborate with trading product teams on operational reviews to highlight customer feedback and performance gaps

Qualifications

• 7+ years in program management, CX, or product operations in trading or financial services
• 5+ years of experience directly managing high-value customer segments or critical programs
• Ability to lead complex cross-functional initiatives involving 5+ teams
• Proven skills in influencing senior stakeholders without direct authority
• Experience with KPI frameworks and executive reporting linking CX metrics to business outcomes
• Active FINRA Series 7 and Series 63 licenses
• Skill in using generative AI with appropriate oversight for business efficiency

Benefits

• Medical, dental, and vision coverage
• 401(k) plan options
• Equity and bonus eligibility
• Flexible application process, allowing up to 3 applications in 6 months

Our client is an equal opportunity employer.