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Sr. Program Manager - Voice of the Customer

McLean, Virginia

Company Overview

ID.me is a high-growth enterprise software company that simplifies how people 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.  ID.me’s digital identity network has over 117 million registered members, and is used by fourteen federal agencies, agencies in 30 states and over 600 corporations for secure identity proofing and verification.

ID.me’s technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. In addition to helping people control their credentials and data, the company’s “No Identity Left Behind” initiative strives to expand digital access and inclusion for all people. The company offers multiple pathways to identity 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.

ID.me has received numerous awards including Deloitte’s 2023 Technology Fast 500, Washington Business Journal’s Fastest Growing Companies, Entrepreneur Magazine’s 100 Brilliant Companies and Wall Street Journal’s Startup of the Year finalist.  In recent quarters, ID.me announced it raised $132 million in Series D funding, led by Viking Global Investors with participation from CapitalG, Morgan Stanley Counterpoint, FTV Capital, PSP Growth, Auctus Investment Group, Moonshots Capital, and Scout Ventures. ID.me’s most recent round brings the total investment in ID.me to over $275 million since its founding in 2010.

Role Overview

Id.me is looking for a Sr. Program Manager to lead our Voice of Member program. This role is responsible for driving our CSAT and insights strategy, and using analysis and reporting to provide valuable insights into member pain points to influence change. This role will partner cross-functionally with our product, design, member support operations, and customer success teams to drive positive member experience changes.

The individual is a detail-oriented self-starter with a passion for customer experience and a proven track record building best-in-class VOC programs.

This role will report directly to the Sr. Manager of Member Experience. The role is located in our Tysons, VA location.

Core Responsibilities:

  • Lead the strategy to grow and transform our existing CSAT program into a channel that drives product changes through insights.
  • Independently build the research roadmap to understand member needs and frustrations
  • Generate easy-to-understand, actionable reports, dashboards, and presentations to communicate findings and data-backed recommendations to stakeholders at all levels of the company
  • Consult with business and design research studies to meet organizational objectives, and project manage cross-functional initiatives surfaced from learnings
  • Own our end-to-end Qualtrics implementation: survey design, implementation, reporting and monitoring
  • Conduct root cause analysis to understand the underlying reasons for customer dissatisfaction and recommend actionable solutions
  • Understand and surface trends across prioritized review sites and complaints 
  • Partner with marketing and customer success to amplify member success stories
  • Design and implement an NPS program to regularly gather feedback from ID.me members

Required Qualification

  • Bachelors Degree in a relevant field such as Economics, Business, Mathematics, other quantitative focus, or equivalent experience
  • 8 years of relevant experience in an analytical VOC role
  • Mastery in Qualtrics, experience with DXA a plus
  • Strong understanding of Qualtrics APIs and using external data sources to supplement Qualtrics analyses
  • Experience analyzing unstructured data to derive actionable insights with tools such as Tableau, PowerBI, SQL, etc.
  • Experience with survey design and strategy
  • Demonstrated ability to influence change through data-backed learnings

Ideal Qualifications

  • Ability to work autonomously and make independent decisions to meet deliverables with minimal oversight
  • Strong interpersonal skills including strong listening, written and verbal communication, and the ability to communicate with others clearly and professionally
  • 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.

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.
  • Strong oral and written communication skills
  • Must be a self-starter with a passion for learning and continuous improvement.
  • Must be able to independently juggle multiple projects at once

The annual base salary listed below for this role is based on experience, skills, education, relevant training and geographic location. Company bonus, incentive for sales roles, equity, and benefits are available depending on the role.

ID.me offers comprehensive medical, dental, vision, health savings account, flexible spending accounts (medical, limited purpose, dependent care, commuter benefit accounts), basic and voluntary life and AD&D insurance, 401(k) with company match, parental leave, ability to participate in unlimited paid time off subject to the terms and conditions of the PTO policy, including 8 company wide holidays, short and long-term disability insurance, accident and critical illness insurance, referral bonus policy, employee assistance program, pet insurance, travel assistant program, wellbeing and childcare discounts, benefit advocates, and a learning and development benefit.

The above represents the anticipated total rewards package for this job requisition. Final offers may vary from the amount listed based on qualifications, professional experiences, skills, education, relevant training, geographic location, and other job related factors.

Pay Range

$116,798 - $150,000 USD

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.

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