CX Program Manager
- Work with CX leadership to define, launch, and execute various strategic and operational initiatives. Introduce programs that have impactful and measurable outcomes.
- Accountable for planning and execution of global strategic priorities across all departments within the CX org.
- Collaborate cross-functionally across CX, Product, Trust and Safety, IT, and Finance, and other business teams to drive key programs and projects. Influence CX Strategy in service of the company’s high-level goals.
- Effectively manage change by influencing and communicating with key stakeholders. Anticipate risks associated with change management, and ensure creative and effective mitigations are available.
- Prepare presentations and clearly communicate findings from initiatives to senior leadership within CX and and in the broader company.
- Collect systems requirements, and work with Product/IT stakeholders to assess and prioritize according to operational benefit.
- In collaboration with CX Leadership and Product teams, identify opportunities and advocate for product improvements and/or tools that support the team’s strategy and the needs of the customer.
- Regularly assess project risks and opportunities. Leverage best practices and continually drive process improvements, but work creatively to drive execution and simplification.
- BA/BS degree. MBA or graduate degree in business or technical field preferred.
- 7-10 years of project/program management experience, with emphasis on program management best practices and methods. Preferably in a high-growth high-volume service operations environment.
- Deep knowledge and experience using collaborative project management tools and processes (e.g. JIRA, Asana, Smartsheets, Google docs, scrum, agile).
- Excellent communication and interpersonal skills.
- Passion for exceptional customer service
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