Program Manager, Member Experience

Ladders; United States; On-site; USD 116,000 - 160,000; Full time

Benefits offered by this job

Remote flexibility

Health benefits

Generous vacation & PTO

Parental leave

Wellness stipend

Family planning reimbursement

Community service time off

Job summary

Ladders is seeking a Program Manager, Member Experience to drive end-to-end improvements for the member journey. You will partner with Product, Legal, Risk and other teams to reduce friction, improve service quality, and deliver measurable customer outcomes.

This role requires structuring complex challenges, influencing cross-functional direction, and building scalable processes in a regulated environment. Remote-first role for US-based candidates, with visa sponsorship not available.

Qualifications

• 5+ years of experience managing Customer Experience, Operations, or Product programs.
• Define and own end-to-end member journey improvements.

Responsibilities

• Maintain and develop process documentation such as SOPs and journey maps.
• Streamline agent operations to improve efficiency.
• Identify and resolve friction points in member and agent interactions.
• Leverage data to drive cross-functional strategic influence.
• Collaborate with Product, Legal, Risk, and other teams to enhance agent performance.
• Prepare for new feature launches by assessing operational impacts.
• Lead initiatives that improve customer satisfaction and efficiency metrics.

Skills

Program management

Cross-functional collaboration

Data analysis

Regulated environments

Stakeholder management

Process improvement

Tools

Looker

Tableau

Power BI

Job description

For our client, we are seeking a Program Manager, Member Experience to join the team of a leader in the Business Services space.

This role will oversee initiatives that improve the end-to-end member experience, with a strong focus on operational efficiency, service quality, and measurable customer outcomes. The Program Manager will partner closely with Product, Legal, Risk, and other cross-functional teams to identify friction points, support feature launches, and translate data into practical improvements. This position is well suited for someone who can bring structure to complex challenges, influence direction across teams, and build scalable processes in a regulated environment.

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

Compensation: $116,000 – $160,000 annually

Responsibilities

• Maintain and develop process documentation such as SOPs and journey maps
• Streamline agent operations to improve efficiency
• Identify and resolve friction points in member and agent interactions
• Leverage data to drive cross-functional strategic influence
• Collaborate with Product, Legal, Risk, and other teams to enhance agent performance
• Prepare for new feature launches by assessing operational impacts
• Lead initiatives that improve customer satisfaction and efficiency metrics

Qualifications

• 5+ years of experience managing Customer Experience, Operations, or Product programs
• Experience in regulated environments with compliance awareness
• Strong cross-functional collaboration skills across multiple business units
• Proficiency in data analysis using tools such as Looker, Tableau, or Power BI
• Ability to simplify complex challenges and influence product direction
• Experience creating scalable processes that enhance member metrics
• Exceptional communication and stakeholder management capabilities

Benefits

• In-office policy combining remote flexibility and team engagement
• Comprehensive health, financial, and wellness benefits for all life stages
• Generous vacation and paid time off policies
• Community service time off with flexibility in allocation
• Annual wellness stipend for eligible expenses
• Substantial parental leave benefits for birthing and non-birthing parents
• Access to family planning reimbursement

Our client is an equal opportunity employer.

We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.