About the role
ID.me is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Consumers can verify their identity with ID.me once and seamlessly login across websites without having to create a new login and verify their identity again. Over 152 million users experience streamlined login and identity verification with ID.me at 20 federal agencies, 45 state government agencies, and 70+ healthcare organizations.
What they're looking for
- Document and route customer-reported issues, edge cases, and feature gaps so product ontology and engineering have the context they need without having to talk to the customer directly
- Build repeatable processes (templates, intake forms, escalation paths) that keep customer problems from getting lost or garbled between teams
- Manage and grow a team of forward deployed engineers, setting clear goals and providing technical and career mentorship
- Build, maintain, and prioritize the team's backlog of customer-driven work, balancing urgent customer needs against long-term platform and ontology investments
- Partner with Product Operations and Engineering leadership to align FDE work with broader roadmap and capacity planning
- Establish metrics to track team throughput, customer impact, and time-to-resolution, and use them to continuously improve how the team operates
More about this role
ID.me is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Consumers can verify their identity with ID.me once and seamlessly login across websites without having to create a new login and verify their identity again. Over 152 million users experience streamlined login and identity verification with ID.me at 20 federal agencies, 45 state government agencies, and 70+ healthcare organizations. More than 600+ consumer brands use ID.me to verify communities and user segments to honor service and build more authentic relationships. ID.me’s technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. ID.me is committed to “No Identity Left Behind” to enable all people to have a secure digital identity. To learn more, visit https://network.id.me/ .
ID.me is a full-time, in-office culture. Unless a specific job description explicitly states otherwise, all roles are on-site five days per week at one of our offices in McLean, VA; Mountain View, CA; New York City, NY; or Tampa, FL. Certain...
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