Program Manager, Customer Experience Strategy & Programs

Mackin Talent

  • Dublin
  • Contract
  • Full-time
  • 2 months ago
Our client in Dublin is currently seeking a highly experienced and motivated Program Manager, Customer Experience Strategy & ProgramsThis will be a 9 month remote position.The Customer Experience Journey Design team works across our client's Global Operations to optimize the end-to-end customer lifecycle for their user community. The team plays a critical role in the product life cycle from ideation, to development, launch, growth, and support. The team partners closely with product, engineering, and global ops teams to ensure that every product experience is safe, reliable, and supported at scale. Lastly, the Journey Design team is responsible for leading the operational delivery of high touch support experiences at times of high need for users.As a Journey Design Program Manager you will help drive their Customer Experience mission forward in a number of important ways including partnering with other teams within Global Operations and Cross Support. As part of this role, you will act as a subject matter expert to scale key processes and methodologies. The person in this role will also help manage critical stakeholders to ensure they are being kept informed of progress and key decisions. In addition, this role will have accountability for ongoing business operations and communications including setting and tracking goals (in partnership with other teams), as well as the tactical management of the support flow. The ideal candidate will have strong project management and problem-solving skills, is highly capable with preparing clear and concise communications, is independent and self-driven, as well as has excellent time-management and organizational skills.The candidate should have a high tolerance for ambiguity, strong empathy, and an ability to operate autonomously while building trust and producing results.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 company or a large, complex company with a dynamic technology 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
Benefits:
  • Competitive salary
  • Healthcare contribution and inclusion in company pension scheme
  • Work laptop and phone
  • 25 days annual leave (pro-rata) plus paid bank holidays
  • Expanding workforce with potential for career progression for top performers
  • Working with a company that will make your CV stand out.

Mackin Talent