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Member Experience, Program Manager

ID.me

ID.me

Operations
McLean, VA, USA
Posted on Thursday, October 26, 2023

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 oversight
  • Demonstrated ability to collaborate and influence cross-functional teams to drive improvements and deliver results
  • Strong interpersonal skills including strong listening, written and verbal communication, and the ability to communicate with others clearly and professionally

The ideal candidate will thrive in the following culture:

  • Ability to thrive in a fast-paced environment, with changing priorities and shifting of gears
  • Must be a team player with a strong, self-managing work ethic
  • Must be a self-starter with a passion for learning and continuous improvement

Note that candidates must be located in the continental U.S.

ID.me Covid Vaccination Requirement

ID.me has a mandatory vaccination requirement where not prohibited by applicable federal or state law.

All current and future employees are required to receive their COVID-19 vaccinations, unless a reasonable accommodation is approved. Employees not in compliance with this policy will be placed on leave and will be terminated if no valid reason for not getting the COVID-19 vaccine is provided.

Purpose: In accordance with ID.me's duty to provide and maintain a workplace that is free of known hazards, we are adopting this policy to safeguard the health of our employees and their families; our customers and visitors; and the community at large from COVID-19 that may be reduced by vaccinations. This policy will comply with all applicable laws and is based on guidance from the Centers for Disease Control and Prevention and local health authorities, as applicable.

Reasonable Accommodation: Current and future employees in need of an exemption from this policy due to a medical reason, or because of a sincerely held religious belief must submit a completed Request for Accommodation form to the human resources department to begin the interactive accommodation process as soon as possible after vaccination deadlines have been announced (September 13th) and an offer of employment has been made. Accommodations will be granted where they do not cause ID.me undue hardship or pose a direct threat to the health and safety of others.

Vision: To be the world's leading digital identity network empowering people to control their own information and to prove their credentials across all channels: online, call center, and in-person.

Mission: To make the world a more trusted place by delivering the highest level of security with the least amount of friction at the lowest possible cost.

People: We have an audacious mission. We aim to fix the identity layer of the internet. Billions of people will live better lives with more trust and convenience thanks to ID.me. We are like Special Forces. We take on the most difficult challenges with amazing teammates.

ID.me Core Values: *Don't be a jerk. *Always compete. *Ask questions like a 5-year old. *Inspire people with your passion. *Make something better every day. *Treat each customer like your favorite family member. *Own your mistakes so you can learn from them. *Details are everything. *Communicate like a scientist. *Be truthful (even when it's hard). *Reflect ID.me's values in your actions. *Act like an owner.

ID.me Career Site & Culture Deck: https://www.id.me/careers

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ID.me maintains a work environment free from discrimination, where employees are treated with dignity and respect. All ID.me employees share in the responsibility for fulfilling our commitment to equal employment opportunity. ID.me does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. ID.me adheres to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, ID.me's policy is to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works. Upon request we will provide you with more information about such accommodations.

Please review our Privacy Policy, including our CCPA policy, at id.me/privacy. If you provide ID.me with any personally identifiable information you confirm that you have read and agree to be bound by the terms and conditions set out in our Privacy Policy.

ID.me participates in E-Verify.