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About the Role
As the Senior Program Manager for Live Chat at worksphere, you will be the architect of our next‑generation customer support experience. You will define the Live Chat strategy, craft a forward‑looking roadmap, and lead cross‑functional teams to deliver frictionless, rapid, and high‑quality support interactions that keep our members engaged and satisfied. Your work will directly influence how worksphere’s millions of users interact with our platform, ensuring every chat conversation feels personal, efficient, and data‑driven.
We’re looking for a self‑starter, change agent, and exceptional problem solver who thrives in a fast‑moving environment. You’ll bring a proven track record of steering complex, cross‑functional initiatives and delivering stellar operating outcomes. If you’re an experienced product operations manager who loves lightweight processes, creative ideation, and quick iteration, you’ll fit right in.
This role sits within worksphere’s Channel, Agent, and Social Experience team, part of the broader Operations & Member Experience function. Full‑time employees are eligible for a competitive bonus, equity package, and comprehensive benefits. The base salary for this role starts at $130,050 and can rise to $180,600, depending on location, skills, and experience.
What You’ll Do
- Own the Live Chat strategy and roadmap, ensuring alignment with worksphere’s overall member experience vision.
- Partner closely with Product, Systems, Vendor Operations, and worksphere’s lines of business to develop, test, and implement data‑driven hypotheses that elevate the Live Chat experience.
- Lead cross‑functional program management, coordinating timelines, deliverables, and resource allocation across multiple teams.
- Define, track, and report on key performance indicators (KPIs) that measure the quality and impact of Live Chat interactions.
- Advocate for members by translating user insights into actionable recommendations for internal stakeholders.
- Drive continuous improvement initiatives, leveraging analytics, user feedback, and industry best practices to refine Live Chat workflows.
- Manage vendor relationships, ensuring that third‑party Live Chat solutions meet worksphere’s performance, security, and compliance standards.
- Facilitate regular stakeholder meetings, workshops, and status updates to keep all parties informed and engaged.
- Champion a culture of experimentation, encouraging rapid prototyping and learning from failures.
- Travel domestically and internationally (approximately 10% of the time) to collaborate with global teams and attend industry events.
Essential Qualifications
- 5+ years of cross‑functional project management and/or product operations experience, with a strong focus on customer‑centric outcomes.
- 3+ years of hands‑on experience designing and program‑managing the implementation of Live Chat solutions.
- Proficiency in leveraging data to inform critical decisions; experience working with Customer Support data is a plus.
- Exceptional communication and presentation skills, capable of translating complex concepts into clear, concise narratives.
- Ability to synthesize disparate information quickly and produce succinct, accurate summaries of opportunities and needs.
- Demonstrated influence and relationship‑building skills across diverse stakeholder groups.
- Comfortable in a fast‑paced environment where priorities shift and information may be incomplete.
- Willingness and ability to travel domestically and internationally (≈10% of the time).
Preferred Qualifications
- Background in BPO operations or consulting, with a deep understanding of service delivery and process optimization.
- Experience managing vendor relationships and negotiating SLAs for customer‑facing technology platforms.
- Familiarity with emerging Live Chat technologies, AI‑powered chatbots, and conversational analytics.
- Prior exposure to fintech or digital banking environments, with a passion for improving financial services.
- Advanced analytical skills, including proficiency with SQL, data visualization tools, and statistical modeling.
Skills & Competencies
- Strategic Thinking & Visionary Planning
- Program & Project Management (Agile & Lean)
- Data Analysis & Insight Generation
- Stakeholder Management & Influence
- Communication & Storytelling
- Change Management & Adaptability
- Vendor & Partner Collaboration
- Customer‑Centric Mindset
- Technical Acumen (Live Chat platforms, APIs, integration)
Career Growth & Learning
At worksphere, we believe that growth is a shared journey. As Senior Program Manager, you’ll have the opportunity to:
- Lead high‑impact initiatives that shape worksphere’s global customer experience strategy.
- Mentor junior product operations and program managers, fostering a culture of continuous learning.
- Collaborate with senior leaders across Product, Engineering, and Customer Success to influence company‑wide priorities.
- Participate in cross‑functional “innovation labs” where you can experiment with new technologies and processes.
- Advance into senior leadership roles such as Director of Product Operations, Head of Customer Experience, or VP of Member Experience.
Work Environment & Culture
worksphere is built on a foundation of bold ambition, relentless curiosity, and a deep commitment to our members. Our culture is:
- Entrepreneurial: Every team member is empowered to act as a steward of worksphere’s mission.
- Diverse & Inclusive: We celebrate varied backgrounds, perspectives, and ideas, knowing that this diversity fuels innovation.
- Collaborative: Cross‑functional teams work side‑by‑side, sharing knowledge and celebrating collective wins.
- Transparent: Open communication channels keep everyone informed and aligned.
- Growth‑Oriented: Continuous learning is supported through workshops, conferences, and internal knowledge sharing.
Compensation & Benefits
We offer a competitive total rewards package that includes:
- Base salary range: $130,050 – $180,600, commensurate with experience and location.
- Performance‑based bonus and equity opportunities.
- Comprehensive health, dental, vision, life, and disability insurance.
- 401(k) plan with company match.
- Generous paid time off, including vacation, sick leave, and company‑wide paid days.
- Hybrid work policy with flexible in‑office and remote options.
- Wellness stipend and access to mental health resources.
- Paid parental leave: up to 24 weeks for birthing parents and 12 weeks for non‑birthing parents.
- Family planning support, including reimbursement for fertility treatments and adoption.
- Community service time: 1% of your time off to volunteer with local organizations.
- Annual wellness stipend for fitness, nutrition, or other health‑related expenses.
- Access to a range of virtual and in‑person team events, from cooking classes to music festivals.
Why Join worksphere?
Joining worksphere means becoming part of a mission‑driven organization that is redefining how people manage their finances. You’ll:
- Shape the future of customer support in a rapidly evolving fintech landscape.
- Work alongside some of the most talented product, engineering, and design professionals.
- Enjoy a culture that values ownership, accountability, and continuous improvement.
- Benefit from a comprehensive rewards package that supports your well‑being and growth.
- Make a tangible impact on millions of members who rely on worksphere to achieve their financial goals.
How to Apply
If you’re ready to lead the next wave of Live Chat innovation and help worksphere deliver world‑class member experiences, we’d love to hear from you. Submit your application through our careers portal or click the link below to apply directly.
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