Program Manager, Member Experience

United States Digital Space LLC; United States; Hybrid; USD 116,000 - 160,000; Full time

Benefits offered by this job

Bonus eligible

Equity package

Benefits

Job summary

United States Digital Space LLC is seeking a Program Manager to shape high-quality, high-trust member experiences across our products and services. You will uncover friction, turn data into insights, and drive scalable improvements by partnering with Product, Risk, and other functions.

The role offers a base salary from $116,000 to $160,000 with a bonus, equity, and benefits. Actual base may vary by location, skills, and experience.

Qualifications

• 5+ years leading end-to-end programs in Customer Experience, Operations, or Product.
• Experience operating in regulated environments with strong compliance awareness.
• Demonstrated cross-functional partnership across Product, Compliance, Risk, and Ops.
• Strong analytical skills with Looker, Tableau, Power BI or similar tools.
• Proven ability to break down complex problems and influence roadmap direction.
• Experience building scalable processes that improved member experience metrics.
• Strong executive communication and stakeholder influence skills.

Responsibilities

• Own and maintain process documentation (SOPs, journey maps, knowledge base content).
• Drive operational excellence by streamlining and automating agent functions.
• Identify friction points across the member and agent journey and implement scalable solutions.
• Influence cross-functional roadmaps using data-driven insights.
• Partner with cross-functional teams to optimize agent performance and assess impact of features.
• Lead initiatives that measurably improve CSAT, resolution rates, and contact rate.

Skills

Program management

Cross-functional collaboration

Data analysis

Looker/Tableau/Power BI

Regulatory/compliance

Executive communication

Tools

Looker

Tableau

Power BI

Job description

About the Role

We're hiring a Program Manager to help shape how the company delivers a high-quality, high-trust experience for our members. This role will focus on product, policy, and process excellence across high-trust member-facing experiences across the company's products and services. As our Program Manager, you'll uncover friction across the member and agent journey, turn data into actionable insights, and drive scalable operational improvements. You'll partner closely with Product, Risk, and other key business functions to ensure new features and policies are launched in a way that protects our members and empowers our agents. This is a high-visibility role with direct impact on CSAT, resolution rates, contact reduction, operational efficiency, and member trust.

The base salary offered for this role and level of experience will begin at $116,000.00 and up to $160,000.00. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

In this role, you can expect to

• Own and maintain process documentation (SOPs, journey maps, knowledge base content)

• Drive operational excellence by streamlining and automating agent functions

• Identify friction points across the member and agent journey and implement scalable solutions

• Influence cross-functional roadmaps using data-driven insights

• Partner with various cross-functional teams such as Product, Legal, Risk, Vendor Ops, Quality, and Learning to optimize agent performance

• Ensure operational readiness and assess support impact for new features and policy changes

• Lead initiatives that measurably improve CSAT, resolution rates, and contact rate

To thrive in this role, you have

• 5+ years leading end-to-end programs in Customer Experience, Operations, or Product

• Experience operating in regulated environments with strong compliance awareness

• Demonstrated cross-functional partnership across Product, Compliance, Risk, and Ops

• Strong analytical skills and experience using Looker, Tableau, Power BI, or similar tools

• Proven ability to break down complex problems and influence roadmap direction

• Experience building scalable processes that improved member experience metrics

• Strong executive communication and stakeholder influence skills

Nice-to-have

• PMP certification

• MBA

• Consulting background

• Regulatory/compliance domain expertise

#LI-AM1 #LI-Remote

A little about us

At the company, we believe that everyone can achieve financial progress. We created the company—a financial technology company, not a bank*—on the premise that core banking services should be helpful, easy, and free. Through our user-friendly tools and intuitive platforms, we empower our members to take control of their finances and work towards their goals. Whether it's starting a savings account, purchasing a first car or home, launching a business, or pursuing higher education, we're proud to have helped millions unlock their financial potential.

We're a team of problem solvers, dreamers, and builders with one shared obsession: our members. From day one, Chimers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their grit and determination inspire us to work harder every day to deliver the very best experience possible. We each bring an owner's mindset to our work, refusing to be outdone and holding ourselves accountable to meet and exceed the highest bars for our teams, our company, and our members.

We believe in being bold, dreaming big, and taking risks, while also working together, embracing our diverse perspectives, and giving each other honest feedback. Our culture remains deeply entrepreneurial, encouraging every Chimer to see themselves as stewards of our mission to help everyday Americans unlock their financial progress.

We know that to achieve our mission, we must earn and keep people's trust—so we hold ourselves to the highest standards of integrity in everything we do. These aren't just words on a wall—our values are embedded in every aspect of our business, serving as a north star that guides us as we work to help millions achieve their financial potential.

Because if we don't—who will?

*the company is a financial technology company, not a bank. Banking services provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC.

What we offer for our full-time, regular employees

• Our in-office work policy is designed to keep you connected - with four days a week in the office and Fridays from home for those near one of our offices, plus team and company-wide events depending on location. Whether you’re coming in regularly or are part of our fully remote program, you’ll stay engaged with your work and teammates.

• Benefits that support your work and life, including backup child, elder, and pet care and subsidized commuter benefits for eligible employees.

• Comprehensive health, financial, and wellbeing benefits designed to support you at every stage of life.

-