Key Responsibilities
Establishes and upholds program management frameworks across our CX program management function. Proactively seeks out ways to improve internal team processes in that reduce effort and improve quality of overall delivery.
Owns and operates program governance mechanisms and standards across the team. Responsible for establishing and maintaining standards, checklists and frameworks that enables us to deliver at scale in a repeatable and thorough way.
Owns intake process for new demand requests and facilitates prioritization reviews. Performs initial scoping of new requests and works with requestors to clarify requirements and communicate priority.
Assists program managers in identifying, assessing and tracking risks and issues within their program area. Proactively works with program managers to mitigate them.
Writes high quality communications and consolidates inputs for program status updates for leadership.
Owns tracking of program health and goals, reporting out to leadership on the status of roadmap completion.
Maintains and upholds program plan, internal team trackers, standard operating procedures, documents, shared drives and policies.
Establishes repeatable benefits validation frameworks. Works with program managers and finance to measure and document the impact of change.
Contributes to or leads project management of small-scale CX projects, with the support of the CX program managers.
Basic Qualifications
Track record of tracking, coordinating and supporting multiple concurrent small, medium and large scale programs using governance frameworks, mechanisms and techniques. Standards-focused with a strong ability to establish and maintain governance and structure within a program.
Experience working in complex global organizations. Comfortable working in ambiguous and dynamic programs.
Demonstrated experience in project management office, project coordination or project management roles. Excellent written and verbal communications skills with an ability to interact with all levels of the organization.
Bar-raising communication and stakeholder management skills. Track record of working with and managing senior program stakeholders.
Ability to get hands dirty in the detail of program risks, issues and mitigation of them. Hunger to learn new concepts and subject matter across various functional domains.
Specific strengths in coordinating, managing expectations of, and driving accountability with program and project managers.
Experience establishing and consolidating program delivery metrics and status reports.
Ability to take initiative even under unfamiliar or ambiguous circumstances - solid sense of accountability and sound personal judgment.
Flexibility to respond quickly to change and reprioritize in the face of changing stakeholder demands.
Experience working in customer experience, customer service or B2C programs.
Practical experience in program management concepts, such as prioritization, governance, reporting and benefits validation.
Advanced skills with MS Word and MS Excel. Experience with project or program management tracking and planning tools.
Preferred Qualifications
Background in ecommerce, retail or consulting industries
Formal program and project management experience and related certification
Experience coordinating delivery of customer experience, process improvement or cost savings programs
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