VXI Global Solutions ยท 12 hours ago
Program Manager, Fraud Experience
Young America, MN
Full-time
Remote
Mid Level
$104K/yr - $144K/yr
4+ years exp
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Responsibilities
Own and maintain support process documentation for Fraud(e.g., member journey maps, knowledge base library, standard operating procedures); act as a subject matter expert of the member experience and Fraud best practices
Be responsible for metrics related to Member Experience, re-enablement rate, agent efficiency and accuracy; continuously analyze data and identify areas of friction in the member experience while balancing the safety and security of our Members, scope problem statements, build project plans, and own execution to drive improvement to key member experience metrics
Develop and share compelling data-based insights about the member experience with Product, Risk and other organizations; gain other organizations' support for your projects; influence other organization's roadmaps to deliver member and agent experience improvements
Partner with Vendor Operations, Quality, Learning, Content, Risk, and others to identify agent improvement opportunities; team up to complete those opportunities
Support launch readiness efforts for new products / features; work closely with Finance, Workforce Management, Vendor Operations and others to ensure operational readiness; provide impact analysis on the member and agent experiences and advocate for improvements
Contribute to a culture of trust, collaboration and commitment to excellence
Qualification
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Required
4+ years of cross-functional project management and leadership experience or consulting, ideally in a consumer technology
Strong project management experience; you have a demonstrated track record of multi-tasking and coordinating efforts across multiple team members
Ability to use data to inform and support critical decisions with 3+ years of experience of data analysis skills (SQL and Customer Support data experience is a plus)
Excellent communication and presentation skills; a track record of successful engagement of both internal and external partners
Ability to synthesize disparate information quickly to develop 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 vision 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 (post COVID)
Preferred
BPO operations or consulting background preferred but not required
Benefits
A thoughtful hybrid work policy that combines in-office days and trips to team and company-wide events depending on location to ensure you stay connected to your work and teammates, whether you're local to one of our offices or remote
Hybrid work perks, like UrbanSitter and Kinside for backup child, elder and/or pet care, as well as a subsidized commuter benefit
Competitive salary based on experience
401k match plus great medical, dental, vision, life, and disability benefits
Generous vacation policy and company-wide Take Care of Yourself Days
1% of your time off to support local community organizations of your choice
Mental health support with therapy and coaching through Modern Health
16 weeks of paid parental leave for all parents and an additional 6-8 weeks for birthing parents
Access to Maven, a family planning tool, with up to $10k in reimbursement for egg 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 experienced teams in FinTech and help millions unlock financial progress
Company
VXI Global Solutions
VXI Global Solutions is a provider of business process and information technology outsourcing services.
10001+ employees
H1B Sponsorship
VXI Global Solutions has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (2)
2022 (1)
2021 (3)
2020 (3)
Funding
Current Stage
Late StageTotal Funding
unknown2022-05-25Acquired
Leadership Team
David Zhou
Co-CEO
Rameez Meerasahib
Chief Technology Officer
Recent News
24-7 Press Release Newswire
2024-11-23
2024-05-21
Company data provided by crunchbase
