Customer Care, Program Manager

You will lead and own the end-to-end Customer Care program for Trump Accounts in partnership with the U.S. Treasury and BNY. You drive cross-functional collaboration with Product, Engineering, Legal, Compliance, Risk, and Operations to meet regulatory and business goals. You'll manage governance, risks, vendor relationships, and incident response for customer-facing brokerage systems. This role focuses on delivering measurable program health and regulatory-aligned outcomes. You join a high-performance team shaping a mission-critical financial access initiative.

• 100% paid health insurance for employees
• equity ownership
• 401(k) matching
• access to AI tools and AI skill-building
• Lifestyle wallet for wellness and learning
• life & disability, fertility, and mental health benefits

• Lead end-to-end Contact Center program management for cross-functional initiatives, including scope, milestones, success metrics, and governance
• Collaborate with Product, Engineering, Legal, Compliance, and Risk to meet regulatory requirements (FINRA, SEC, state securities regs)
• Run governance cadences-steering committees, status reports, executive updates
• Identify and mitigate risks; maintain RAID logs; escalate regulatory/operational/tech risks
• Manage external vendors and financial-services partners-contracts, SLAs, escalation paths
• Own change management for production changes-testing, sign-off, rollback plans
• Support audits, regulatory exams, and inquiries-documentation and evidence gathering
• Build and maintain KPI/metrics reporting for program health and outcomes
• Serve as BNY Contact Center Engagement Owner during Trump Account incidents; coordinate CX team
• Lead incident management and business continuity for production issues
• Oversee Treasury waiver and compliance commitments-deadline tracking and renewal reporting

• Experience managing complex, multi-stakeholder programs with external partners or regulators
• Familiarity with financial agency relationships, trustee/custodial structures, or public-sector fintech
• Incident management and crisis communication experience
• Comfort with ambiguity; ability to build governance/SOPs for new programs
• Excellent written and verbal communication; executive-level reporting
• Compliance-adjacent experience-regulated-data handling and vendor governance
• Cross-functional leadership across Legal, Compliance, Security, Engineering, CX, and BPO oversight

• cross-functional leadership
• excellent communication
• problem-solving
• incident management
• risk management
• governance and PMO practices