Remote: Strategic Programs Manager – Trading CX & Ops

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

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.