Description
Join a dynamic team focused on improving customer experience through strategic program management. In this role, you will manage large-scale initiatives that enhance service delivery and customer satisfaction. This position is ideal for individuals passionate about driving process improvements and leading cross-functional teams to achieve program goals.
You will collaborate closely with both internal teams and customers, translating insights into actionable strategies that deliver a superior customer experience. With an emphasis on large-impact process improvements, you will have the opportunity to influence projects across various business functions.
Key Responsibilities
- Define and enhance key customer interactions, or "Moments of Truth," for assigned segments.
- Develop targeted communication and engagement strategies tailored to customer needs.
- Monitor customer experience data (surveys, feedback, escalations) and create plans for continuous improvement.
- Establish and execute a strategic roadmap to boost customer experience metrics.
- Collaborate with project management teams to drive improvements in project delivery and service timelines.
- Engage directly with customers to capture their feedback and improve service quality.
- Create and manage improvement plans to enhance the customer experience for assigned segments.
Work Environment
This hybrid role combines remote work with occasional in-office meetings and travel (up to 20%). You will collaborate regularly with teams across the business and attend meetings in person or virtually. The specific office location will be determined based on business needs.
Qualifications
Minimum Qualifications
- Bachelor’s degree or equivalent experience.
- 10 years of related experience.
Preferred Qualifications
- Master's degree.
- PMP or Lean Six Sigma certification.
- Strong business acumen and ability to drive strategic decision-making.
- Experience leading large, complex projects across multiple functions.
- Excellent communication and leadership skills, with the ability to manage cross-functional teams.
- Proven ability to address complex issues with diplomacy and tact.
Compensation
A reasonable salary range for this role is as follows:
- Bay Area Minimum: $140,000
- Bay Area Maximum: $238,000
- California Minimum: $133,000
- California Maximum: $226,000
The actual salary offered will be determined based on factors such as experience, skills, education, and market value. This position is also eligible for performance-based incentive programs.
Employment Type: Full-Time