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Customer Job

Program Manager

Job ID: 23-03389
Program Manager

Pay rate range: $58/hr. to $60/hr. on w2. 

Work Location: 10400 NE 4th St., Bellevue, WA, USA -Hybrid Monday - Friday, Work from Home Monday and Friday

Top Skills:

Dive Deep - Ability to engage with data to derive insights and identify opportunities.
Bias for Action - Ability to use those insights to create and complete projects.
Deliver Results - Ability to finish projects and report out on the results of the completed projects.

Program Manager, Customer Service Programs
A wholly owned subsidiary of clients delivers a broad range of digital consumer electronics, mobile products and wearables, wireless infrastructure, IT and home appliance products. Client is the market leader for Android mobile products and HDTVs in the U.S. and one of America s fastest growing home appliance brands. If you have ambitions to be a part of a Best in Class organization and work among the very best talent in the industry on the most innovative products in the world, Client's eCom Customer Service Team is the place to be.
Responsibilities
• Work closely with the leaders of the Customer Service Program and Operations teams to: identify, plan, organize, and drive projects to improve the customer experience.
• Deliver completed projects within defined scope, schedule, cost, and quality that improve operational efficiency, increase conversion rates, and/or improve the customer experience.
• Measure the impact of completed projects and initiatives to ensure target KPIs were met; and report out on the success of any given completed project.
• Utilize data to identify, quantify, and create visibility around customer impacting issues that result in higher contact volume, increased returns, or negative customer experiences.
• Coordinate with internal and external resources to provide day-to-day contact on project progress, status, and changes to ensuring projects remain within scope, schedule, and defined budgets.
• Establish, and maintain, processes to manage scope, set quality & performance standards, and assess risk across multiple projects.
Skills and Qualifications
• 4 years project management experience managing various digital technology related projects.
• Hands-on experience with project tracking and collaboration enabling programs, PMP certified preferred
• Proficient in both waterfall and agile methodologies with a proven track record of creating effective project plans, dependencies, and critical path activities.
• Demonstrates strong problem solving skills and has excellent written and verbal communication skills
• Capable of focusing on continuous improvement in project delivery
• Demonstrates strong ability to lead through influence
• Proven success working with all levels of management
• Strong attention to deadlines and budgetary guidelines
Preferred Qualifications
• Experience developing in-house platforms for internal processes
• Experience coaching and developing project teams to strengthen team members’ capabilities and skill sets
• Strong working knowledge of: Zendesk, Tableau, Genesis, and/or other contact management systems
• Experience handling large data sets and analyzing data to identify gaps and opportunities for improvement
• Experience building detailed customer journey maps and process workflows

Education or Experience: BA or (4+ Years Experience in Project Management)
 
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