Program Manager

• Operationalize global Consumer Protection and Privacy policies across Global Customer Support to ensure we are always compliant with handling and monitoring requirements.
• Own the CS Compliance Readiness Framework: ensure all new product launches, geographic expansions, and regulatory changes are operationalized with documented controls, QA monitoring, and measurable adherence.
• Develop Consumer Protection and Privacy playbooks for all new country entries and multi-product launches, in partnership with Legal, Compliance, and Global CS Operations.
• Own ERM and REAF issue management for Customer Success: track open findings, manage remediation timelines, and report on status to leadership.
• Lead projects to resolve findings highlighted by the first, second, or third line teams; support internal and external audits concerning Consumer Trust programs.
• Use qualitative and quantitative data to identify compliance or privacy gaps and lead projects to reduce friction for both internal and external users.
• Partner with Global Regulatory Change teams, Privacy, and Compliance Officers to ensure CS operational requirements are surfaced and addressed in regulatory planning cycles.
• Maintain all policies, SOPs, procedure documentation, and Help Articles related to Consumer Trust programs.
• Report on global and regional regulatory trends and their operational implications to CS leadership and Compliance stakeholders.

Regulatory Operations Program Manager

• Conduct structured root cause analysis on contacts, complaints and thematic complaint clusters using AI co-working tools (Claude, ChatGPT, NotebookLM, etc) and structured methodologies (e.g., 5 Whys, Fishbone, fault-tree analysis) to identify opportunities for process improvements, automation, and control enhancements
• Own end-to-end management of the Complaint of the Week (COTW) program, including Jira ticket creation, tracking, and stakeholder communication
• Maintain and continuously improve automated outcome tracking and reporting for complaints (upheld/not upheld), working with CST, Product, and Analytics teams to refine logic and coverage
• Own the Errors Remediation program: identify error-driven complaint patterns, define remediation requirements, and partner with Operations and Product on resolution
• Build and maintain a centralized RCA Jira board and reporting dashboard
• Develop and publish program documentation including SOPs, process change communications, and RCA methodology guides
• Report on complaint trends, RCA findings, and remediation outcomes in monthly business reviews and ad-hoc leadership requests
• Support internal and external audit readiness by maintaining clean, well-documented complaint records and remediation logs
• Contribute to CS Readiness, including change management training inputs and process updates based on RCA learnings

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Regulatory Operations Program Manager

Program Manager, Root Cause & Remediation