Member Experience, Senior Program Manager (Remote)

Company Overview

ID.me simplifies how people securely 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.

The COVID-19 pandemic accelerated digital migration for many critical services. Those services require a trusted identity to safeguard against fraud and help ensure people are who they claim to be. With ID.me, login and identity credentials move with people, which can reduce the time and frustration of having to verify at multiple sites and set up multiple passwords.

ID.me is a credential service provider compliant with federal standards for digital identity verification. 

In addition to helping people control their credentials and data, the company’s “No Identity Left Behind” initiative strives to expand access and inclusion for all people. The company offers multiple pathways to 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.

Role Overview

ID.me is looking for a Member Experience Senior 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 is a remote position, and 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

Ideal Qualifications

The qualifications below are ideal, but not all are required. We encourage candidates to apply if they satisfy some, but not all of the qualifications.

• Bachelor's Degree in a relevant field such as Business, Mathematics, or other quantitative focus
• At least 5 years of relevant experience in a project or program management role; prior experience working in a customer experience, customer support strategy, consulting, or business intelligence role a plus
• Strong analytical and problem solving skills with the ability to collect, analyze, and interpret data from various sources to identify trends and insights
• Ability to work autonomously and make independent decisions to meet deliverables with minimal over