Owning the policy framework and service model for high-value users, the full-time remote Program and Policy Manager will design tiered service structures, write clear policies for customer interactions, and manage the governance process to ensure consistent application across the organization.
Key responsibilities:
Design and implement a tiered service model for high-value users, including eligibility criteria and routing logic
Write and maintain a comprehensive CX policy library that provides clear guidance for frontline agents
Oversee the policy governance process from intake to rollout, ensuring compliance with legal and regulatory standards
Required qualifications:
6 or more years in CX strategy, policy, or program management with experience in policy documentation and governance
Proven ability to write clear, actionable policies for frontline application
Experience collaborating with Legal and Compliance teams in a regulated industry
Background in designing tiered service models with operational logic
Strong program management skills across multiple concurrent initiatives
