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Customer Experience
hace 3 semanas
As a Foundations Program Manager within the Enablement Community Operations Org you'll play a key role to ensure that we develop solid frameworks, processes and governance definitions to help our team achieve our next level in the maturity stage. We are looking for an experienced, upbeat and trustworthy leader who is able to use its customer experience skills to set robust foundations to achieve our coming challenges
Some of the Current projects that live under this portfolio include: Voice of the customer Program - Policy & Customer Journey Frameworks - Operations Outage Frameworks - Experiments 101- Help Center & IVR Foundations - New Product Launches - Agent Training Curricula.
**What You'll Do**:
- Set the Vision of the Operating model (BOM) for our LATAM CommOps
- Work closely with strategy teams to improve our current diagnose and missing pieces from our BOM
- Build a methodology to define and measure OKRs to report progress on this operational capabilities
- Partner with collaborators within the LATAM Support Org to identify current difficulties that prevent us from delivering in a more agile and effective way
- Own an existing portfolio of projects ensuring deliverables, documentation and strategy alignment preparing Executive presentations and connecting
- Be the to - go person for PMs to support the design, implementation and follow up on current projects by bringing previous experience as customer experience specialist
- Partner with Strategy and Analytics and Insights team to understand operational implications and customer behavior to define priorities
**What You'll Need**:
- English business proficiency and Spanish OR Portuguese
- + 5y Proven Customer experience Program Management skills in complex organizations
- Continuous Improvement Leadership: ability to lead and guide initiatives to gather, develop, and disseminate knowledge leading to enhance efficiency and interpersonal leverage
- Deep understanding of operational metrics and link to business metrics
- Effective at implementation of organization-wide programs and initiatives through teamwork across functions, geographies, and organization levels
- Demonstrated experience leading sophisticated programs / portfolio of solutions
- Excellent written, verbal, and visual communication skills, and demonstrated ability to influence and gain consensus at senior levels, explaining complex concepts in simple terms
- Relentlessly hard-working for internal downstream customers and external Community users
**Bonus Points If**:
- MBA or graduate degree in related field preferred
- PMP Certification - any project management certification
- CX Certified or COPC Certified
