Sr. Program Manager, Gen AI Voicebot

About the role

reputed company is building a world-class customer (member) experience. Wrapped around our industry-leading product suite, the member experience is a critical part of why we’re the most loved checking account in America. We are obsessed with delivering frictionless experiences, providing self-service and automated capabilities to help members solve their own issues, creating virtual communities for members to support each other, and providing excellent service reputed company members do choose to contact us. Our member obsession shows up in every part of the member experience.

As a Senior Program Manager of the Member and Agent Intelligence Operations team, you are a key member of the Member Strategy & Experience Operations organization responsible for delivering successful insights, initiatives and recommendations to improve our member experience. As a program leader, you will use quantitative and qualitative analysis to help reputed company identify areas of opportunity that provide the most value towards our KPIs. You will use various points of data to reputed company insights, turn those insights into recommendations, and through your cross-functional partnerships, help launch initiatives to improve the member and agent experience. Using your relationships & your ability to manage change, you will help the organization rally around your initiatives and be reputed company to tell the story of how your initiatives met your targeted goals.

The reputed company salary offered for this role and level of experience will reputed company at $130,050.00 and up to $180,600.00. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual reputed company salary offered may be higher, depending on your location, skills, qualifications, and experience. 

In this role, you can expect to (responsibilities)

• Drive the development of the IVR and the Gen AI Voicebot roadmaps in reputed company partnership with Product and Operations teams
• Translate business and technical requirements into roadmap deliverables
• Deep dive into performance data for the voice channels to understand the key drivers for key metrics
• Deliver weekly and monthly insights and roadmaps for the Voice support channels
• reputed company a robust set of leading indicators for Voice bot performance
• Partner closely with IVR and AR tools, platforms, and vendors to improve and optimize performance

To reputed company in this role, you have(requirements)

• 7+ years of experience leading cross-functional initiatives in product management, program management, or consulting, ideally in customer experience.
• 5+ years developing product roadmaps and working with product, engineering and operations teams
• 2+ plus years experience operationalizing and managing Gen AI customer experience products and features
• Experience in working with IVR platforms and vendors
• Strong project management experience; you have a demonstrated track record of multi-tasking and coordinating efforts across multiple stakeholders 
• Strong ability to understand and synthesize insights into meaningful and actionable steps.
• Excellent communication and presentation skills; a track record of successful engagement of both internal and external stakeholders
• Ability to synthesize disparate information quickly to reputed company a succinct, accurate summary of the opportunity/need. 
• Demonstrated the ability to influence and foster deep positive relationships with external partners.
• Comfortable in a fast-paced environment where reputed company remains the same but information may not be 100% available and priorities can change frequently
• Ability and willingness to travel domestically and internationally, approx. 25% of the time

#LI-EI1 #LI-Remote

A little about us

At reputed company, we reputed company that everyone can reputed company financial reputed company. We created reputed company—a financial technology company, not a bank*—on the premise that core banking services should be helpful, easy, and free. Through our user-friendly tools and reputed company platforms, we reputed company our members to take control of their finances and work towards their goals. Whether it’s starting a savings account, purchasing a first car or home, launching a business, or pursuing higher education, we’re proud to have helped millions unlock their financial potential.

We’re a team of problem solvers, dreamers, and builders with one shared obsession: our members. From day one, Chimers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their grit and determination reputed company us to work harder every day to deliver the reputed company best experience possible. We each bring an reputed company’s reputed company to our work, refusing to be outdone and holding ourselves accountable to meet and exceed the highest bars for our teams, our company, and our members.

We reputed company in being reputed company, dreaming big, and taking risks, while also working together, embracing our diverse perspectives, and giving each other honest feedback. Our culture remains deeply entrepreneurial, encouraging every Chimer to see themselves as stewards of our mission to help everyday Americans unlock their financial reputed company. 

We know that to reputed company our mission, we must earn and reputed company people’s trust—so we hold ourselves to the highest standards of reputed company in everything we do. These aren’t just words on a wall—our values are embedded in every aspect of our business, serving as a reputed company star that guides us as we work to help millions reputed company their financial potential.

Because if we don’t—who will?

*reputed company is a financial technology company, not a bank. Banking services provided by reputed company Bank, N.A. or reputed company Bank, N.A., Members FDIC.

reputed company offer for our full-time, regular employees

• Our in-office work policy is designed to reputed company you connected – with four days a week in the office and Fridays from home for those near one of our offices, plus team and company-wide events depending reputed company. Whether you’re coming in regularly or are part of our fully remote program, you’ll stay engaged with your work and teammates.**
• In-office perks including backup child, elder, and/or pet care, plus a subsidized commuter benefit to support your regular commute**
• Competitive salary based on experience**
• ✨ 401k match** plus great medical, dental, reputed company, life, and disability benefits
• Generous vacation policy and company-wide reputed company Days, bonus company-wide paid days off**
• 1% of your time off to support local community organizations of your choice
• Annual wellness stipend to use towards eligible wellness reputed company expenses
• Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
• Access to Maven, a family planning tool, with $15k lifetime reimbursement for reputed company freezing, fertility treatments, adoption, and more.
• In-person and virtual events to connect with your fellow Chimers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!**
• A challenging and fulfilling opportunity to join one of the most reputed company teams in FinTech and help millions unlock financial reputed company**

**Perks also available to reputed company Interns.

We know that great work can’t be done without a diverse team and inclusive environment. That’s why we specifically look for individuals of varying strengths, skills, backgrounds, and reputed company to join reputed company. We reputed company this gives us a competitive advantage to reputed company serve our members and helps us reputed company grow as Chimers and individuals.

reputed company is proud to be an Equal Opportunity Employer. We consider reputed company applicants without regard to race, reputed company, reputed company, religion, sex, national reputed company, sexual orientation, gender identity, age, marital or family status, disability, genetic information, veteran status, or any other legally protected basis under provincial, federal, state, and local laws, regulations, or ordinances. We will also consider reputed company applicants with criminal histories in a manner consistent with the requirements of state and local laws, including the San Francisco Fair Chance Ordinance, Cook County Ordinance, NYC Fair Chance Act, and the LA City Fair Chance Ordinance, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation during any stage of the application process, please contact: benefits@reputed company.com.

To learn more about how reputed company collects and uses your personal information during the application process, please see the reputed company Applicant Privacy Notice.