Job Description

Locations

• US Zone 1 (Job Requisitions Only), United States (Remote)

Salary

Skills Required

• program managementintermediate
• cross-functional collaborationintermediate
• real-time data-driven programsintermediate
• event streamingintermediate
• decisioningintermediate
• operationalizationintermediate
• roadmappingintermediate
• dependency managementintermediate
• risk mitigationintermediate
• SLAs/KPIsintermediate
• communicationintermediate
• stakeholder managementintermediate
• technical awarenessintermediate
• analytical abilitiesintermediate
• problem-solvingintermediate
• operations data analysisintermediate

Required Qualifications

• 8+ years of program management in complex, cross-functional environments (e.g., CX platforms, growth, fintech, e-commerce, marketplace, or scaled consumer tech) (experience)
• Proven track record delivering real-time, data-driven programs spanning event streaming, decisioning, and operationalization (e.g., signal ingestion, cohorting, rules engines, routing, workforce readiness) (experience)
• Strong execution leadership: roadmapping, dependency management, risk mitigation, and measurable outcomes in partnership with Product, Eng, Data, and Operations (experience)
• Experience defining and operationalizing SLAs/KPIs; demonstrated ability to tie operational levers to revenue, retention, and CX outcomes (experience)
• Excellent communication and stakeholder management across levels; ability to translate strategy into pragmatic execution plans and results (experience)
• Technical awareness of how this technology should function (experience)
• Desire to experiment and innovate on behalf of customers (experience)
• Strong analytical and problem-solving abilities (experience)
• Familiarity with operations data analysis and using data to inform customer experience improvement decisions (experience)
• Passion for delivering a best-in-class customer experience (experience)

Preferred Qualifications

• MBA or higher level degree (experience)
• Crypto, financial services, or other tech-company experience (experience)
• Lean Six Sigma, or green/black belt certification (experience)
• Hands-on experience with real-time event pipelines, decisioning systems, and cohort governance (experience)
• Familiarity with contact center task routing and orchestration, ideally with Amazon Connect or similar CCAS (experience)
• Background in implementing TTL-based, priority-driven task models; comfort with throttled demand staffing and queue health optimization (experience)
• Experience in fraud/abuse, payments, or compliance-adjacent CX workflows; adept at back-office resolution-first SOPs and authenticated outreach practices (experience)

Responsibilities

• Lead the end-to-end program to standardize a single, real-time customer-impact signal fabric that detects unhappy-path and revenue-opportunity events within seconds, reducing detection-to-action from hours to minutes
• Stand up dynamic, governed customer cohorts (e.g., Premium, Prosumer, High Potential, At-risk loyal) exposed via API to decision engines; enable teams to self-serve creation, versioning, and targeting of cohorts by persona and attributes
• Establish and scale a specialized resolution operating model: route enriched tasks to accountable teams that prioritize back-office fixes first and use authenticated, high-response channels for outreach when needed to build trust and reduce friction
• Drive the throttled demand staffing model grounded in purge percentage—treating every purged task as missed opportunity and revenue loss—and partner with WFM to match supply to prioritized demand windows
• Define and land program KPIs, dashboards, and operating reviews
• Prioritize signals and plays that first reduce LTV loss, then drive contact rate down, improve CSAT, and reduce fraud/abuse—sequencing the backlog to maximize business impact

Benefits

• general: bonus eligibility
• general: equity eligibility
• general: benefits (including medical, dental, vision and 401(k))

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