Remote Program Manager, Member Experience & Operations

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

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.