Member Experience, Program Manager

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 Program Manager to be responsible for our identity verification products including, designing the support experience, understanding drivers of ticket volume, surfacing insights from our product CSAT and ad hoc surveys, and owning the cross-functional relationship between member support, product, sales, customer success and marketing. This role is also responsible for planning for unhappy paths, and ensuring member support is prepared for new product launches and that all member-facing support collateral is accurate. 

This role is essential for ensuring exceptional customer support and driving product improvement based on customer insights.  The ideal candidate will be a detail-oriented self-starter with a passion for customer experience, and proven track record identifying insights that lead to meaningful product or support experience changes.

This role will report directly to the Sr. Manager of Member Experience.

Responsibilities

Including but not limited to:

Member Frustrations / Ticket Insights

• Analyze support ticket data to identify the reasons members are writing into support
• Develop strategies to proactively prevent and minimize future product defects
• Build data-driven business cases to inform prioritization of initiatives
• Understand member-unfriendly processes, policies, and products that drive ticket volumes to identify opportunities to reduce GS ticket volume
• Share reports with Product and Customer Success on member friction points to influence change
• Investigate bugs reported by agents, members, and partners to identify root causes

Support Experience Planning

• Define the support experience for issues members will likely encounter when using ID.me product, including creating unhappy paths and decision trees to guide issue resolution to inform agent guidance and self-service reporting needed
• Partner with Chatbot team to build out troubleshooting guidance and automations
• Partner with Support Operations to prepare agents for new product launches
• Partner with Member Education team to create self-service help resources (Help Articles, Chatbot) and agent resources (live chat scripts, email responses) 
• Partner cross-functionally to increase use of automations to  resolve members’s issues

Continuous Improvements 

• Deep dive into the member journey to surface drivers of member confusion and dissatisfaction from the product
• Build a case for changes to the product experience to address user frustrations
• Partner with Product to identify opportunities to reduce abandonment
• Facilitate improvements to legitimate user experiences

Qualifications

• Bachelor's Degree in a relevant field such as Business, Mathematics, or other quantitative focus
• At least 5 years of relevant experience i