Customer Experience Program Manager

Customer Experience Program Manager

Job title: Customer Experience Program Manager 32306-1Duration: 12 Months (W2 Possible Conversion) Location: Sunnyvale, CAResponsibilities Assist in delivering the CX team’s key strategic efforts in expanding the listening capabilities and leveraging best practices to collect quality data for customer improvements Supervise multiple projects through the end-to-end implementation cycle Define implementation strategy, set timelines, provide business requirements, and work closely with cross-functional teams and external vendors to ensure timely and successful launch of the projects Track the progress of the projects and coordinate the efforts across the teamsProactively contribute to the CX strategy by identifying new gaps and opportunity areas for expanding the listening and improving the feedback coverageMonitor the existing CX programs and continuously find opportunities to improve the programs’ coverage, capabilities, and accuracy across all listening programs Manage and maintain our CX management platform and apply solutions to improve the platform based on gaps or stakeholders needsFacilitate the platform and dashboards access processes, manage the access intake, and monitor the data interchange process to ensure data quality and integrity of the programManage the relationships with vendors and coordinate the efforts across teams by acting as a liaison between external and internal partners  Minimum Qualifications 3+ years of experience in program/project management in CX or VoC, customer success, customer support, or any related roles Comfortable working autonomously and proactively, implementing the CX projects and partnering with internal and external stakeholders Experience managing and implementing surveys and other forms of customer feedback Experience driving complex projects working with cross functional teams and internal/external vendorsPreferred Qualifications Degree in Management, Business, Marketing, Economics, or a related field of studyKnowledge of CX and VoC best practices and metrics (NPS, CSAT, CES, etc.)Experience designing and launching surveys for CX/VoC programsExperience working with Medallia solutions strongly desiredExperience working in a global CX team focused on the entire customer journey Project management experience or certificationCustomer experience management certifications

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