Program Manager, Member Experience (Fintech)

Location: Remote, USA

Salary: $116,000–$160,000 base salary per year, plus bonus, equity, and benefits.

Company

hirify.global is a financial technology company that provides accessible banking services and financial tools to help members make financial progress.

What you will do

• Own and maintain standard operating procedures, journey maps, and knowledge-base content.
• Streamline and automate agent functions to improve operational efficiency.
• Identify friction across member and agent journeys and implement scalable solutions.
• Use data-driven insights to influence cross-functional product and policy roadmaps.
• Partner with Product, Legal, Risk, Vendor Operations, Quality, and Learning teams to optimize agent performance.
• Assess operational readiness for new features and policy changes and lead initiatives improving CSAT, resolution rates, and contact rates.

Requirements

• 5+ years of experience leading end-to-end programs in Customer Experience, Operations, or Product.
• Experience working in regulated environments with strong compliance awareness.
• Demonstrated cross-functional partnership across Product, Compliance, Risk, and Operations.
• Strong analytical skills and experience with Looker, Tableau, Power BI, or similar tools.
• Ability to break down complex problems, influence roadmap direction, and build scalable processes.
• Strong executive communication and stakeholder influence skills.

Nice to have

• PMP certification.
• MBA.
• Consulting background.
• Regulatory or compliance domain expertise.

Culture & Benefits

• Fully remote program available, with an in-office policy for employees near company offices.
• Comprehensive health, financial, and wellbeing benefits.
• Generous vacation policy and company-wide paid days off.
• Backup child, elder, and pet care, plus subsidized commuter benefits for eligible employees.
• Paid parental leave of up to 22 weeks for birthing parents and 12 weeks for non-birthing parents.
• Annual wellness stipend and family planning reimbursement.