Senior Program Manager I

Ladders; United States; Remote; USD 128,000 - 188,000; Full time

Benefits offered by this job

100% subsidized health coverage for员工及

Monthly stipends for tech setup and wh

Flexible time off and generous holiday

Job summary

Ladders is seeking a Senior Program Manager I to oversee vendor operations and governance for a large partner network in a regulated environment. This remote US-based role emphasizes data-driven insights to improve service delivery and customer experience, with collaboration across executives and stakeholders.

The position focuses on driving performance, prioritizing improvements, and supporting major rollout efforts while ensuring operational consistency across cross-functional initiatives.

Qualifications

• 8+ years in vendor/BPO management or operations.
• Strong analytical skills for data-driven decision-making.
• Proven track record in driving vendor accountability.
• Experience leading large cross-functional programs.
• Exceptional communication skills with executives.
• Preferred experience managing large vendor networks (2,000+ agents).
• Background in fintech or compliance-heavy functions is a plus.

Responsibilities

• Own vendor performance metrics and customer experience
• Lead executive-level vendor governance meetings
• Define operational strategies for vendor services
• Collaborate with Business Analysts to develop performance metrics
• Use data to identify performance gaps and prioritize actions
• Conduct ad-hoc analyses for rapid decision-making
• Serve as liaison for unique partner operational needs
• Coordinate initiatives across multiple functional areas
• Translate vendor insights into actionable improvements
• Act as escalation point for systemic issues
• Drive key initiatives like product rollouts and regulatory implementations
• Champion continuous improvement across the vendor network

Skills

Vendor management

Analytics

Cross-functional leadership

Executive communication

Vendor governance

Vendor network experience

Fintech exposure

Job description

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

This role will focus on vendor operations, governance, and performance management across a large partner network in a highly regulated environment. You will use data-driven insights to strengthen service delivery, improve customer experience, and drive operational consistency across cross-functional initiatives. The position also requires close collaboration with business analysts, executives, and internal stakeholders to resolve issues, prioritize improvements, and support major rollout efforts.

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

Compensation: $128,000 – $188,000 annually

Responsibilities

• Own vendor performance metrics and customer experience
• Lead executive-level vendor governance meetings
• Define operational strategies for vendor services
• Collaborate with Business Analysts to develop performance metrics
• Use data to identify performance gaps and prioritize actions
• Conduct ad-hoc analyses for rapid decision-making
• Serve as liaison for unique partner operational needs
• Coordinate initiatives across multiple functional areas
• Translate vendor insights into actionable improvements
• Act as escalation point for systemic issues
• Drive key initiatives like product rollouts and regulatory implementations
• Champion continuous improvement across the vendor network

Qualifications

• 8+ years in vendor/BPO management or operations
• Strong analytical skills for data-driven decision-making
• Proven track record in driving vendor accountability
• Experience leading large cross-functional programs
• Exceptional communication skills with executives
• Preferred experience managing large vendor networks (2,000+ agents)
• Background in fintech or compliance-heavy functions is a plus

Benefits

• 100% subsidized health coverage for employees and dependents
• Monthly stipends for tech setup and wellness options
• Flexible time off and generous holiday calendar
• Employee stock purchase plan (ESPP) at a discount
• Remote-first work environment with flexibility

Our client is an equal opportunity employer.