Member Experience Operations Sr. Program Manager - Identity Verification

Company Overview

ID.me is a high-growth enterprise software company that simplifies how people prove and share their identity online.  The company empowers people to control their data through a portable and trusted login, which means they don’t need to create a new password when visiting sites that have the ID.me button.  ID.me’s digital identity network has over 117 million registered members, and is used by fourteen federal agencies, agencies in 30 states and over 600 corporations for secure identity proofing and verification.

ID.me’s technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. In addition to helping people control their credentials and data, the company’s “No Identity Left Behind” initiative strives to expand digital access and inclusion for all people. The company offers multiple pathways to identity verification – online self-serve, live video chat agents, and in person.  ID.me is passionate about building a robust identity network that does not compromise access for traditionally underserved groups.

ID.me has received numerous awards including Deloitte’s 2023 Technology Fast 500, Washington Business Journal’s Fastest Growing Companies, Entrepreneur Magazine’s 100 Brilliant Companies and Wall Street Journal’s Startup of the Year finalist.  In recent quarters, ID.me announced it raised $132 million in Series D funding, led by Viking Global Investors with participation from CapitalG, Morgan Stanley Counterpoint, FTV Capital, PSP Growth, Auctus Investment Group, Moonshots Capital, and Scout Ventures. ID.me’s most recent round brings the total investment in ID.me to over $275 million since its founding in 2010.

Role Overview

ID.me is looking for a Member Experience Operations Sr. Program Manager. The role will be responsible for understanding the end-to-end member journey for our identity products (self-service and human-assisted verification) and making recommendations to improve the overall experience. The role is responsible for understanding the friction points (eg. drivers of confusion, abandonment, and dissatisfaction) for members using ID.me, working cross-functionally to address the highest friction points, and driving improvements in KPIs for the identity products. The Sr. Program Manager will build business cases based on data-driven analysis and influence positive product changes for the member. The role will demonstrate a high level of ownership across our identity verification member experience.

The Sr. Program Manager will partner cross-functionally with our Product, Design, Member Support, and Customer Success teams to drive improvements in issue resolution rate and CSAT. This role will also be responsible for partnering with the Product and Design teams to address the root cause of defects that lead to tickets.  This role will play a critical role in partnering with Customer Success to drive improvements to our customer go-live program.

The individual is a detail-oriented self-starter with a passion for customer experience and a proven track record of identifying insights that lead to meaningful product or support experience changes. Must be able to multi-task and independently manage multiple priorities simultaneously. Improving the member experience will require this individual to coordinate and project manage stakeholders across multiple teams to deliver product enhancements.

This role will report directly to the Sr. Manager of Member Experience. The role is located in our Tysons, VA location.

Core Responsibilities:

Reduce tickets and agent interactions

• Work with Product to plan how members will resolve issues and ensure downstream impacts are considered for all new product features and enhancements.
• Identify policies, processes, and document acceptance criteria that lead to defects and member friction, recommend actionable solutions and project manage implementation.
• Complete root cause analysis of escalations and poor member experiences, recommend actionable solutions, and project manage implementation.
• Understand drivers of abandonment and rejection throughout identity product flows, and work cross-functionally to address
• Build data-driven business cases that clearly estimate value to the company and recommend solutions to improve MX metrics
• Identify and recommend changes to reduce the volume of members who need to interact with an agent in order to complete verification
• Use a variety of data (CSAT, tickets, operational, accounts) to fully understand the member journey for identity products

Support Experience Improvements

• Build support playbooks to guide agents on how to trouble