Customer Engagement Platforms Program Manager

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  • Anywhere

Title: Customer Engagement Platforms Program Manager (Program Manager II)
Location: Cupertino, CA – Hybrid (Tuesday, Wednesday, Thursday onsite)
Duration: 12 Months
 
Key Qualifications:
 

  • You are an excellent teammate with a hands-on and can do attitude that can influence through collaboration and leadership.
  • Being able work effectively with other teams and taking them along for the journey is critical.
  • You possess excellent communication and presentation skills at all levels of the organization (from specialists to senior leaders) and across multiple teams (RCC, Product, Store Ops, Ops, Finance, Etc.)
  • Possess prioritization skills to constantly focus on the most important project in a constantly evolving environment
  • Analytical, curious and creative mind set
  • Ability to see the big picture while also zooming into the micro level technical detail urgency
  • A driver who is self-motivated and operates with a phenomenal sense of
  • Ability to drive progress under immense degree of ambiguity and be comfortable working in an unstructured environment
  • Excellence and keen eye for detail should be a habit
  • Ability to make key decisions and deliver results under very tight timelines
  • Passion for the customer experience
  • Ability to troubleshoot problems quickly and think creatively to solve problems
  • The successful candidate will be experienced in the development and delivery of initiatives that will improve end to end customer experience, specialist workflows, improve performance and deliver a best in class customer experience within the functions at a global level..
  • Can quantify results of strategy and tactical initiatives and drive decisions based on data.
  • Must understand the end-to-end impact to the RCC teams, our customers and our Specialists when making strategic decisions on programs and initiatives that we will be supporting.
  • Able to quickly gain credibility and mobilize resources across a WW organization covering multiple time zones.
  • Be able to make critical decisions, influence decisions and facilitate change management through collaboration and leadership
  • Team player with a positive attitude, empathizing with multiple points of view but able to make the hard call and move on
  • Comfortable changing/evolving whats not broken, looking for alternatives and never stop asking why

 
Description:
 

  • Partner globally with Retail Customer Care leadership and GRS teams to create, develop and drive a program strategy that will improve customer experience, improve performance and deliver a best in class customer experience while prioritizing the needs of the business in a thoughtful and scalable way.
  • Assist in the creation and ongoing maintenance of the RCC roadmap (capital & non-capital work)
  • Assess current business processes for improvement opportunities.
  • Transform broad concepts and business strategies into structured projects, lead design, and implementation
  • Lead the way for contact center teams to have their needs prioritized in capital projects and other initiatives.
  • Collaborate with Project Teams on high-level requirements and strategies on capital projects that impact global support teams ensuring the highest level of customer experience is
  • maintained in a scalable and globally consistent manner – sign off on final design on behalf of RCC
  • Collaborate with technical and business teams to ensure systems are ready for new product launches and teams know how to use them to get desired business outcomes
  • Lead communications at an executive level while being in the details of all aspects of the programs.
  • Should include regular update on your work- streams, the impact youre having, and on the priorities and focus areas for the quarter to leadership, to peer groups, and cross functional business partners
  • Build new programs to support the strategy of driving improvements to the customer experience, workflow efficiencies, and standardizing business processes.
  • Design and provide reporting improvements based on needs of programs
  • Understand program KPI performance versus goals and partner with the  global sales teams on prioritizing the needs of the organization in a scalable way.
  • Build strong relationships with all key cross-functional teams from site management to finance, reporting, Operations, contact center business operations and technology.
  • Have a curious eye on future technology and look for innovative solutions to problems or new ways to achieve goals.
  • Monitor operational metrics daily, weekly, monthly and quarterly.
  • Participate in quarterly and annual business planning and forecasting reviews

 
Education:
 

  • BA/BS or 3-5 years of relatable industry experience

Please share your resume to vincent@mindsource.com and reach me at 650-492-4188.

 
Job# 22-01148
 

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