Program Manager, Identity Quality

About The Role

As the Program Manager for Identity Quality, you will be the architect of our global document verification and data management strategy. You will bridge the gap between programmatic and regulatory necessity and seamless customer experience, ensuring that our identity operations standards are not only compliant but best-in-class. This role requires a strategic thinker who can navigate complex regional and market-based requirements while driving executional excellence across global teams.

What You'll Do

• Global Docs Quality Strategy: Define and own the long-term vision for document verification quality. Ensure global consistency while accountably adapting to regional nuances.
• Strategic Roadmap: Influence executive stakeholders and simplify complex regulatory requirements into actionable project roadmaps.
• Business Review Structure: Establish and lead a robust baseline business review (MBR/QBR) cadence to track health metrics, identify leakage, and drive accountability.
• CX & Program Optimization: Partner with customer experience and support operations teams to reduce friction in the document journey, ensuring quality checks enhance rather than hinder the customer experience.
• Regulatory & Legal Alignment: Serve as the primary liaison for legal and data privacy teams to ensure all data management practices meet evolving global regulatory standards.
  
  

Basic Qualifications

• 5 years in Program Management, Service Quality Assurance, or Identity/Risk Operations.
• Proficiency in quality management principles, methodologies, and tools.
• Proven ability to build support business reviews and data-driven reporting structures from scratch.
• Strong verbal and written communication skills for use with internal teams, stakeholders, and customers.
• Experience leading cross-functional squads without direct authority
• Familiarity with quality assurance systems, tools, and technologies, such as quality monitoring software (NICE, ObserveAI), CRM platforms, and data analytics tools (Tableau, data studio , etc).
  
  

Preferred Qualifications

• Experience with customer experience or process improvement functions
• Bilingual/ multilingual communication is a plus to support this footprint