Program Manager -Customer Experience

Program Manager, Customer Experience Strategy & Programs Responsibilities

Single Threaded Owner (STO) for issue area support, understanding and communicating key metric movements that impact topline goals, as well as driving shared understanding on the process to inform critical product and ops launches and opportunity areas for roadmap.

Developing solutions to remediate key metric movements, such as product or process updates.

Operational owner for critical updates to a support flow including ingesting and remediating agent feedback, escalation path and queue development, and knowledge management updates.

Act as a focal point for support product teams to provide operational expertise or act as an intermediary to connect support product to other criticall product and operations teams Ruthlessly prioritize and maintain continuous alignment with your stakeholders Design, build, and improve processes that contribute to our Customer Experience strategy and operational excellence Cultivate relationships and drive collaboration on cross-functional initiatives Ruthlessly prioritize and maintain continuous alignment with your stakeholders Maintain accountability and produce high quality deliverables (for yourself and your project stakeholders) Communicate effectively, zooming in and out effortlessly based on audience ranging from Operations Specialists to Senior Leaders

Minimum Qualifications

Expert Project Manager experience managing multiple complex projects

6+ years of experience in consulting or operations at a high-growth tech

6+ company or a large, complex company with a dynamic technology

6+ environment

Experience leading large scale functional teams

Preferred Qualifications

PMP or similar project management certification Process improvement certification (Lean, Six Sigma, etc.) Clear, concise communicator. Experience managing communications to wide audiences on various mediums (e.g., project plans, presentations, analyses, etc.) Experience bringing clarity to ambiguity with little oversight, and ideas to fruition, supporting teams towards a common goal Change Management Experience supporting initiatives involving customer experience, operational excellence, process improvement and large-scaled organizational transformations

Nice To Have

Organization

Communication

SME- detailed oriented

Strategic

Collaboration skills - being able to work with people across different timezones Working in environments where they can run agile projects and specific methodologies

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Top 3 Must-have HARD Skills

Expert Project Manager experience managing multiple complex projects

6+ years of experience in consulting or operations at a high-growth tech company or a large, complex company with a dynamic technology environment

Experience leading large scale functional teams