Sr. Program Manager, Experience Excellence (Hybrid)

Description

The Senior Program Manager, Experience Excellence provides insight, development, and execution on enterprise functions and activities that ensures channel readiness and improves routines related to process, products, projects, initiatives, and communication.

Core Primary Responsibilities:

• Ensure leverage and alignment with transformation dashboards. Ensure proper use of reporting tools, updates, and visibility of KPIs to ensure decision and actions are fact-based
• Actively participate in and/or lead projects and initiatives; support/coordinate user testing as required; present recommendations to leadership as appropriate
• Establish and maintain vendor relationships, including actively leading vendor calls
• Create business cases, plans, strategies and project justifications, and present to leadership
• Develop and implement a communication program to successfully engage and inform various departments on team priorities and project updates
• Act as a subject matter expert in collaborating with other Program Managers across the enterprise to create alignment and consistency in communication and processes
• Manage complex programs in partnership with other applicable business units across the enterprise including Card Services, Consumer Lending and Digital Products
• Organize cross functional project teams supporting initiatives designed to improve member and employee experience while driving towards organizational and business goals
• Build and manage relationships with key stakeholders across the organization
• Identify, analyze, and resolve red flags or issues and escalated to leadership as appropriate
• Use data and insights to inform conclusions and support decision-making in optimization efforts
• Develop a prioritized list of optimization opportunities for members and employees including member sentiment enhancement and employee satisfaction. Leverage internal and organizational resources to escalate, solve-for, and execute
• Stay up to date with industry trends and best practices, and incorporate them into company solutions to enhance the delivery of services and create cost-efficiencies
• Ensure processes, resources and tools are built in a way that focuses on the employee experience and ease of execution

Experience and Education Requirement:

• Certification/License: Scrum or Lean Six Sigma preferred
• Minimum Education: Bachelor’s degree is preferred
• Ability to deliver effective stakeholder presentations to both peer and executive level audiences
• Ability to foster strong internal and external business relationships
• Ability to create and deliver a business plan and strategy
• Highly organized with proven expertise in prioritizing and managing multiple projects simultaneously to meet deadlines without sacrificing quality
• Proficiency with Microsoft Office Suite
• Strong business communication skills; able to write/speak clearly and professionally for a variety of audiences
• Minimum 5 years’ experience in program, systems or project management, preferably in the financial services industry
• Strong analytical and problem solving skills; ability to resolve complex issues with minimal direction
• Ability to articulate complex concepts while tailoring the message to different audiences including senior leadership, technical, and member support teams

Location: Hillsboro, OR 97124 | Rocklin, CA 95765 (HYBRID)

Target Compensation in Hillsboro, OR: $90,000 - $105,000 annually + annual bonus

Target Compensation in Rocklin, CA : $99,000 to $115,500 annually + annual bonus

Benefits options include:

• 11 paid federal holidays
• 401K matching up to 5% per pay period
• Accrue up to 17 days of Paid Time Off your first year of employment
• Traditional medical, dental, and vision coverage
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)

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First Tech is not currently offering Visa sponsorship for this position