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 DoDigital Program DesignDesign, 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 segmentsBuild 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 usageRun segmentation and A/B tests to keep improving how we engage customers digitally at scaleCustomer Health & ReportingDevelop and refine customer health scoring and maturity models that reflect the realities of our B2B2C model, factoring in both employer engagement and underlying employee adoptionOwn CS reporting infrastructure: dashboards for customer health, onboarding completion, product adoption, and program ROI that give CS leadership and cross-functional partners a real-time read on the businessTrack and report on key program metrics: time-to-first-transfer, onboarding completion, engagement/adoption rates, NPS/CSAT, renewal readiness, and digital program ROICustomer Inquiries & Escalation ManagementServe as the primary point of ownership for customer inquiries, issues, and escalations that arise across your tech-touch and long-tail book of business - resolving directly where you can and looping in the appropriate department when deeper intervention is neededEstablish clear triage paths and response expectations so accounts without a dedicated CSM still get fast, consistent support when something goes wrongMonitor support tickets, in-app feedback, and health signals across your BoB to catch emerging needs and recurring pain points early, before they escalateClose the loop with customers on resolution, and feed escalation trends back into digital program design, playbooks, and Product/Engineering prioritiesCross-Functional PartnershipPartner with RevOps, Product, Marketing, and Support to turn customer data (payroll integration health, transfer activity, support volume) into a reliable, shared source of truthBuild repeatable playbooks that provides you with the intelligence and automation you need to manage more accounts without sacrificing the personal, service-led approach Tapcheck is known forIdentify friction points in the digital journey through data, feedback, and support trends. Turn them into concrete recommendations for Product and EngineeringWhat You've DoneRequiredSpent 3–5 years in Customer Success Operations, Digital/Scaled Customer Success, Program Management, Lifecycle Marketing, or RevOps, ideally in a high-growth SaaS or fintech environmentDesigned and scaled digital/tech-touch CS programs for an existing customer base, not just supported a high-touch motionBuilt reporting and dashboards from CRM, product analytics, or CS platform data using tools such as Gainsight, Vitally, Catalyst, HubSpot, Pendo, or BrazePulled apart messy data from multiple systems - payroll integrations, support tickets, app usage - and turned it into a clear, actionable storyManaged cross-functional programs with measurable outcomes, bringing skeptical stakeholders along with clear communicationBuilt process and infrastructure from scratch in a fast-moving, resource-lean environmentPreferredWorked with a two-sided customer base - B2B2C, marketplace, or benefits/HR-tech experience is a strong plusApplied customer health scoring or maturity models in a B2B2C or multi-stakeholder contextNavigated segmentation and A/B testing frameworks for digital or lifecycle marketing programsAbout TapcheckTapcheck is a digital platform offering an easy and convenient way to access on-demand earnings early. Available at no cost to employers, our app-based on-demand pay solution helps relieve the financial stress that many employees experience on a daily basis.The Tapcheck team is passionate about our mission to improve financial wellness and boost business productivity. By giving workers the ability to transfer wages they've earned directly to their bank account or pay card without waiting for payday, Tapcheck eliminates the need for high-interest payday loans or employer-funded cash <advances.How> We Get Things DoneOur core values act as a steadfast guide, directing our decisions and anchoring our actions. We consider these values non-negotiable, especially when it comes to our hiring process.Humility: We believe in the power of humility. We value team players who are down-to-earth, respectful, and open to learning from others. Our employees approach challenges with a positive attitude, acknowledging their strengths and weaknesses while celebrating the achievements of their colleagues.Grit: We admire individuals with grit – those who demonstrate unwavering determination and resilience in the face of obstacles. At Tapcheck, we take pride in overcoming challenges together, pushing the boundaries of what is possible, and embracing failure as an opportunity for growth.Raising the Bar: Continuous improvement is at the heart of our culture. We are committed to setting high standards and pushing ourselves to exceed them. We seek employees who are innovative and strive for excellence, constantly seeking ways to enhance our products, services, and processes.Striving for Growth: We foster an environment that encourages personal and professional development. Our employees are driven to learn, grow, and adapt to new circumstances. We support individuals who take initiative, seek out new challenges, and actively contribute to their own growth and the growth of the company.Why Join Tapcheck?Mission that matters. We're changing how Americans access their pay — giving workers financial flexibility without the debt trap of payday loans.Flexible PTO. No accrual caps, no counting days. Take the time you need.10 paid holidays. Including both Christmas Eve and New Year's Eve.Comprehensive health coverage. Medical through Blue Cross Blue Shield of Texas (PPO and HDHP options, HSA-eligible with employer contribution), plus dental and vision through MetLife.FSA, Basic Life/AD&D, and an Employee Assistance Program (EAP).401(k) with a 100% match up to 3% of your salary, through Mutual of America. Eligible after 90 days.A team that lives its values. Humility, grit, and a genuine drive to raise the bar — every day.CompensationCompensation at Tapcheck is competitive and benchmarked to your role and the market. We're committed to a total rewards package that reflects your impact. Full details are shared as part of our hiring process.Tapcheck, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.