Self-Support Solutions Program Manager
hace 1 día
**About the Role**:
The Self-Support Solutions team is responsible for enchanting users with magnificent experiences through intuitive, efficient, and innovative self-support services, and for improving contact center agents' efficiency with a reasonable return on investment.
The Self-Support Solutions Program Manager is responsible for the development of the program focused on crafting new automated support experiences, identifying improvement opportunities, and building solutions throughout a data analysis approach, always looking to enhance the customer experience.
**What You'll Do**:
- Partnership with our Customer Experience team to develop and handle the strategy for new and improvement of the self-support services
- Lead the self-solutions program for a line of business
- Identify opportunities for new self-support solutions and improvements in the existing ones on the different platforms we have (i.e.
automations, chat bot, IVR)
- Analyze metadata of the self-support services to find improvement opportunities and follow-up the performance of the solutions implemented
- Partnership with our global digital experience team and mega-region teams to join efforts and share insights for the global solutions
**What You'll Need**:
- Program Management with confirmed experience
- Excellent stakeholder management skills
- Background in continuous improvement programs (contact reduction, CSAT, efficiency)
- An MBA or business strategy and analytical skills, including data-driven decision-making ability
- Experience with Customer Support, Automation, and/or Design Thinking
- Comfortable owning and balancing multiple projects or workstreams at once.
- Ability to synthesize information quickly, highlight the key takeaways, and disseminate actionable insights
- Expertise leading and mentoring junior teams
- Sophisticated knowledge in data analysis in Google Sheets or Microsoft Excel
- Excellent written and verbal communication skills
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