Customer Care, Program Manager
Core
Lead end-to-end Customer Care program management for government-backed financial products (Trump Accounts) in collaboration with the U.S. Treasury and BNY.
Role type
Senior Program Manager (Government Products)
Builds
Contact Center operations and compliance frameworks for U.S. government financial initiatives
Domain
Financial Services / Government Relations / Regulatory Compliance
Required skills
Program management, stakeholder management, risk management, incident management, change management, vendor management, regulatory compliance, cross-functional leadership, executive reporting
Preferred skills
PMP certification, experience with financial agency relationships, public-sector fintech experience, crisis communication
Technologies
RAID logs, SLA management tools, governance platforms
Responsibilities
Lead end-to-end Contact Center program management for complex, cross-functional initiatives; Partner with Product, Engineering, Legal, Compliance, and Risk to ensure CX initiatives meet regulatory requirements; Run governance cadences including steering committees and status reporting; Own risk identification and mitigation, maintaining RAID logs; Manage external vendor and financial-services partner relationships; Own change management for production changes; Support audits, regulatory exams, and inquiries; Build and maintain KPI/metrics reporting for program health; Lead incident management and business continuity for production issues; Manage the program's U.S. Treasury waiver and compliance commitments
Seniority
Senior, hands-on IC