End User Program Manager

| Remote
Employer Provided Salary: 81,695-99,849 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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End User Program Manager

Who we are

Jellyvision ALEX®, is on a mission to improve lives by helping people choose and use their benefits. We are raising the bar—for benefits and the employee experience (for our employees and those of the customers we serve) – by scaling personalization, compassion and an earnest intent to be helpful in all that we do. 

Jellyvision people are a group of creative problem solvers who use good judgment, give each other honest feedback, engage in real debate, and snack frequently. We are curious, hungry, and humble—because we know this is how we’ll continue to make an impact. We’re kind, biased towards action, and sweat the details to create great experiences for those we serve.  

We are an inclusive, human-first workplace. Respect and trust for each other are foundational, and our equitable total rewards offerings support the lives and holistic well-being of our unique people. At Jellyvision, expect career experiences that challenge you, empower you to have a direct impact on our mission, and enable you to learn, try, and do while having fun along the way.  

What’s the role?

We need a User Program Manager to help Jellyvision better support the end-users that interact with our products. In short, we need to optimize every account-based interaction that users have with us with a well-defined process that is both carefully documented and continuously evaluated for areas of improvement.  We also need others (either other Jellyfolk or third-party support vendors) trained on how to best support these end-user interactions.  This role requires heavy collaboration across multiple departments, including Product, Tech, and Revenue.

What you’ll do to be successful 

1.) Delightfully address Jellyvision’s end user support requests

  • Respond to and resolve user issues in accordance with our internal service level obligations and response timelines
  • Convey the Jellyvision brand voice and identity in all user and customer interactions
  • Ensure that recurring end-user support needs have a documented process with clear resolution steps and response scripts
  • Maintain our helpdesk management system (Zendesk) so it’s optimized for daily support operations and regular reporting
  • We’ll measure time to respond, time to resolve, and % of tickets resolved on first reply to ensure user support needs are addressed effectively and efficiently

2.) Drive Jellyvision’s end user support strategy

  • Forecast user support request volume based on projected product sales, feature changes, and current trends
  • Create staffing recommendations to address anticipated volume, including the use of third-party firms (BPO) as needed
  • Maximize value of our current user support tooling and lead the research into cutting-edge tools and automations we can take advantage of to scale our support operations
  • Ensure that proper procedures for internal or partner escalations are followed for high impact user support issues
  • Collaborate with Technology and Product leadership to prioritize feature requests and defects that will drive end user satisfaction
  • We’ll assess customer satisfaction scores, customer effort scores, and feature adoption metrics to determine success

3.) Implement SSO connections for Jellyvision customers

  • Collaborate with customer IT departments on phone and email to implement single sign-on functionality for our products
  • Monitor and maintain SSO certificates to ensure customer connections remain operational
  • Partner with Jellyvision IT on escalated customer SSO issues as needed
  • Track SSO implementation timelines with the customer implementation team in order to complete deliverables in line with customer deadlines
  • We’ll measure timely feature enablement and customer effort scores to confirm our process and execution is optimal

Experience & skills you’ll need

  • 5+ years of experience in a customer- or user-facing implementation, customer service, or project management role, preferably at a SaaS company
  • Experience with email and phone-based end-user support
  • Knowledge of ZenDesk or other ticketing systems
  • Past experience where you had to balance internal and external (customer) requirements and budget realities.
  • Ability to work with a diverse supporting team, including both internal and third-party (BPO) collaborators
  • Organization skills with a high volume of daily requests
  • Strategic vision to adjust resources to expected future workloads
  • Comfort in communication with internal and external project stakeholders
  • Self-starter with excellent time management, multitasking and organizational skills

Core Competencies

  • Customer focus
  • Nimble learning
  • Collaborates
  • Communicates effectively
  • Manages complexity
  • Optimizes work processes
  • Ensures accountability

The Details 

  • Location: Remote 
  • Starting Salary: $81,695 - $99,849

What Jellyvision will give you

Check out our benefits here!

Jellyvision is committed to continuous evolution and to fostering a more diverse and inclusive workplace where everyone is welcomed, valued, and respected. It doesn’t matter your race, ethnicity, religion, sexual orientation, age, marital status, disability, gender identity, sex, or country of origin...we just want amazing people who are willing to grow along with us.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • SnowflakeDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • BasecampManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen


848 W Eastman St #104 , Chicago, IL 60642

An Insider's view of Jellyvision

How would you describe the company’s work-life balance?

When the company culture from top-down is set to take accountability and pride in your work, when leadership trusts and empowers employees to do the right thing and gives them flexibility as Jellyvision does, it motivates employees to give their very best to the organization. Work-Life Balance is not just a buzzword at Jellyvision.


Senior Product Management, Benefits Engagement

How do you collaborate with other teams in the company?

If I’m coordinating, I absolutely love ending a meeting by summarizing action items any teams are accountable for before everyone leaves. Especially with so much information to keep track of, it helps me to pinpoint the important bits. Making sure there is clarity all around is the best and most efficient way that I can collaborate with teams.


Talent Sourcer

What makes someone successful on your team?

Our team scales across Jellyvision, with a mix of curiosity, humility, and helpfulness. We willingly lean in to support the products that help people protect their health and well-being. And while a wicked sense of humor is in no way a requirement, we’ve lucked out with truly interesting, funny folks.


SVP Product Marketing

What unique initiatives do you have that encourage innovation?

Implementation is a team of ballers, constantly impressing me with new ideas. Our most recent ideas are new classes around Professional Development and a pilot approach to quickly implement customers. These ideas came from folks on the team. When my coworkers have these ideas, my job is to give them the support and resources to run with them.


SVP of Customer Operations

What are Jellyvision Perks + Benefits

Jellyvision Benefits Overview

We are currently redefining the way we will be returning to an office setting. To ensure the health and safety of our employees, Jellyvision will be working remotely until Summer 2021. Going forward, we will be focused on a “flexible first” approach where office space is available for those who wish to use it.

*5% Match on 401k

*Unlimited PTO

*Remote work stipend

*HSA & FSA Contribution

*14 Weeks Maternity Leave - 6 Weeks Paternity/Non-Gestational

*Gender Transition Assistance

*Education Reimbursement

*Medical, Vision & Dental - Multiple Plans

*Hilarious Slack Channels/Community Engagement Groups

*Membership to the Jellyvision Band - they Rock! (pun intended)

Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Although we have an HQ in Chicago that we're able to work out of, every employee (remote or local) has the option to work off-site as much as they'd like.
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
We have an HSA and a transit FSA!
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K) matching
Charitable contribution matching
At Jellyvision, we have a charity allowance, which does not require our employees to make any contribution. Just choose your charitable organization and let Jellyvision know where to send the money.
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation + Time Off
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Fitness stipend
Home-office stipend for remote employees
All employees, whether remote or local to Chicago, receive a home office stipend.
Professional Development
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Continuing education stipend

Additional Perks + Benefits

We check in with our employees regularly to make sure our perks and benefits stay relevant to what is being asked for. At Jellyvision, we understand that every human is unique and we want to make sure that everyone feels supported.

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