Strategic Program Manager – Customer Experience

Description

JOB TITLE: Strategic Program Manager – Customer Experience

LOCATION: Remote, US

REPORTS TO: VP, Strategy and Operations

The Company:

Sunbit builds financial technology for real life. Our technology eases the stress of paying for life’s expenses by giving people more options on how and when they pay. Founded in 2016, Sunbit offers a next-generation, no-fee credit card that can be managed through a powerful mobile app, as well as a point-of-sale payment option available at more than 20,000 service locations, including 1 in 3 auto dealerships, optical practices, dentist offices, veterinary clinics, and specialty healthcare services. By introducing a flexible way to pay over time, we are proud of our ability to lift up service providers and retailers while helping consumers when necessary expenses arise... regardless of whether they were expected or unexpected. 

 Sunbit was included on the 2022 and 2023 Inc. 5000 list. The financial technology company has also been named as a Most Loved Workplace®, Best Point of Sale Company, and as a Top Fintech Startup by CB Insights. 

We use cutting-edge innovations in financial technology to bring leading data and features that allow individuals to be qualified instantly, making purchases at the point-of-sale fast, fair and easy for consumers from all walks of life. We create value focused on our core values; we work tirelessly to ensure that Sunbit becomes available to everyone, everywhere.

Sunbit is proud to be recognized on the CB Insights List of Unicorn Companies, with a valuation of $1.1B. (https://www.cbinsights.com/research-unicorn-companies)

The Role:

Sunbit is seeking a highly organized, resourceful, and results-driven Strategic Program Manager to serve as the right-hand partner to the VP, Strategy and Operations. This role is ideal for someone with a "can-do" attitude who thrives in a fast-paced environment, excels at managing complex projects, and is passionate about driving operational efficiency and business growth. You will be instrumental in supporting high-impact initiatives across the Customer Experience team, ensuring seamless execution, cross-functional alignment, and measurable success.

This is a unique opportunity to join a high-growth, well-resourced team where your contributions will directly influence the company’s key performance verticals, P&L, and overall customer experience.

Requirements

What You Bring to the Table:

• Experience & Industry Knowledge: 5+ years of relevant experience in a high-growth fintech/consumer startup environment.
• Executive Presence: Demonstrated executive presence with the ability to confidently represent Sunbit in high-level discussions with external partners, fostering strong relationships and driving strategic initiatives.
• Project Management Mastery: Exceptional organizational skills with the ability to juggle multiple projects, manage competing priorities, and drive execution with minimal oversight.
• Proactive & Solutions-Oriented: A strategic thinker who anticipates needs, proactively solves problems, and takes ownership to ensure successful outcomes.
• Strong Communication & Influence: Excellent verbal and written communication skills, with the ability to craft compelling presentations and foster cross-functional collaboration.
• High Initiative & Ownership Mentality: A go-getter with a strong sense of accountability, willing to go the extra mile to drive results and see projects through to completion.
• Adaptability & Agility: Comfortable navigating ambiguity and complexity, with a flexible mindset that thrives in a fast-paced, evolving environment.
• Collaboration & Relationship Building: Ability to cultivate credibility and trust by working effectively with internal and external stakeholders at all levels.
• Analytical Expertise Preferred: Strong quantitative and analytical skills, with proficiency in Microsoft Excel and SQL for data analysis, forecasting models, and performance tracking.

Example Projects:

• Act as Primary Liaison with Blue-Chip Co-Brand Card Partners:
• Serve as the key point of contact between Sunbit and its co-brand card partners, ensuring strong collaboration and alignment on strategic goals.
• Manage ongoing partner relationships by facilitating regular check-ins, performance reviews, and strategic planning discussions.
• Drive initiatives that enhance partner engagement, optimize card program performance, and deliver exceptional customer experiences.

Lead Cross-Functional Project Teams on Innovative Product Features & Customer Experiences:

• Partner with Product, Engineering, Analytics, and Operations to define, develop, and launch new product features that enhance customer engagement and satisfaction.
• Drive customer experience improvements by identifying pain points, analyzing feedback, and implementing data-driven enhancements.
• Manage pilot programs and A/B testing to evaluate new initiatives before scaling.

Launch New Co-Brand Card Partnerships from End-to-End:

• Own the full project lifecycle for new co-brand card launches, including managing timelines, deliverables, and stakeholder alignment.
• Develop and maintain a comprehensive GANTT chart, ensuring all teams—from marketing to compliance—are on track to meet key milestones.
• Serve as the primary liaison between Sunbit and new partners, ensuring smooth onboarding, contract execution, and go-to-market success.
• Work closely with internal teams to prioritize critical product features, ensuring seamless integration and an optimal customer experience at launch.

Optimize Customer Operations and Support Strategy for Co-Brand Cards:

• Identify areas for efficiency improvements in servicing and support for cardholders, working closely with Customer Experience, Risk, and Fraud teams.
• Implement proactive servicing strategies to reduce inbound call volume, increase self-service adoption, and enhance overall customer satisfaction.
• Develop key performance tracking mechanisms to measure success and iterate on servicing improvements.

Sunbit is an Equal Opportunity Employer. We strive to provide a professional & welcoming workplace for all employees.

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