Digital Program Manager

This is a remote-friendly role. Ideally, candidates will sit in the following states: AL, AZ, CA, CO, DC, DE, FL, GA, ID, IL, LA, MA, MO, NC, NH, NJ, NV, NY, OR, OH, PA, RI, SC, TX, VA, WA, WI.

At this time, Tapcheck does not provide sponsorship for employment-based visas (e.g., H-1B, L-1, TN, etc.). Therefore, candidates must already possess the right to work in the United States without the need for employment-based visa sponsorship now or in the future.

As Tapcheck scales, the way we support our customers must scale with us, without losing the empathy that got us here. As Digital Program Manager, Customer Success, you'll build the digital backbone of Customer Success: the lifecycle programs, health scoring, dashboards, and automated touchpoints that let our CSMs focus their energy on the accounts and moments that need a human, while everyone else still gets a great experience.

This is a dual-sided challenge unique to a business like ours. On one side, you're designing scaled, tech-touch programs for the employers - payroll admins, HR leaders, franchise owners -- who buy Tapcheck. On the other, you're thinking about the employees actually using the app every day, since the “department of one” HR manager and the frontline shift worker have very different journeys. You're the one building the infrastructure that lets both feel supported without a CSM in every conversation.

What You'll Do

Digital Program Design

• Design, launch, and continuously improve digital Customer Success programs across the employer lifecycle - onboarding, activation, adoption, renewal readiness, and advocacy - for our tech-touch and long-tail segments

• Build automated, segmented lifecycle campaigns (email, in-app, in-product guidance) that proactively nudge employer admins and end-user employees toward the moments that drive retention: first payroll sync, first transfer, habitual usage

• Run segmentation and A/B tests to keep improving how we engage customers digitally...