Location
Austin, TX | United States
Job description
The Customer Experience Journey Design team works across Global Operations to optimize the end-to-end customer lifecycle for our user community. The team plays a critical role in the product life cycle, from ideation to development, launch, growth, and support. The team partners closely with product, engineering, and global ops teams to ensure that every product experience is safe, reliable, and supported at scale. Lastly, the Journey Design team is responsible for leading the operational delivery of high-touch support experiences at times of high need for users.
As a Journey Design Program Manager, you will help drive our Customer Experience mission forward in a number of important ways including partnering with other teams within Global Operations and Cross Support. As part of this role, you will act as a subject matter expert to scale key processes and methodologies. The person in this role will also help manage critical stakeholders to ensure they are being kept informed of progress and key decisions. In addition, this role will have accountability for ongoing business operations and communications including setting and tracking goals (in partnership with other teams), as well as the tactical management of the support flow. The ideal candidate will have strong project management and problem-solving skills, is highly capable of preparing clear and concise communications, is independent and self-driven, as well as has excellent time-management and organizational skills. The candidate should have a high tolerance for ambiguity, strong empathy, and an ability to operate autonomously while building trust and producing results.
Responsibilities:
- Single Threaded Owner (STO) for issue area support, understanding and communicating key metric movements that impact topline goals, as well as driving shared understanding on the process to inform critical product and ops launches and opportunity areas for the roadmap.
- Developing solutions to remediate key metric movements, such as product or process updates.
- Operational owner for critical updates to a support flow including ingesting and remediating agent feedback, escalation path and queue development, and knowledge management updates.
- Act as a focal point for support product teams to provide operational expertise or act as an intermediary to connect support products to other critical product and operations teams.
- Ruthlessly prioritize and maintain continuous alignment with your stakeholders.
- Design, build, and improve processes that contribute to our Customer Experience strategy and operational excellence.
- Cultivate relationships and drive collaboration on cross-functional initiatives.
- Ruthlessly prioritize and maintain continuous alignment with your stakeholders.
- Maintain accountability and produce high-quality deliverables (for yourself and your project stakeholders).
- Communicate effectively, zooming in and out effortlessly based on audience ranging from Operations Specialists to Senior Leaders.
Minimum Qualifications:
- Expert Project Manager experience managing multiple complex projects.
- 6+ years of experience in consulting or operations at a high-growth tech company or a large, complex company with a dynamic technology environment.
- Experience leading large-scale functional teams.
Preferred Qualifications:
- PMP or similar project management certification.
- Process improvement certification (Lean, Six Sigma, etc.).
- Clear, concise communicator. Experience managing communications to wide audiences on various mediums (e.g., project plans, presentations, analyses, etc.).
- Experience bringing clarity to ambiguity with little oversight, and ideas to fruition, supporting teams towards a common goal Change Management.
- Experience supporting initiatives involving customer experience, operational excellence, process improvement, and large-scaled organizational transformations.
Nice to Have:
- Organization.
- Communication.
- SME- detailed oriented.
- Strategic.
- Collaboration skills - being able to work with people across different time zones.
- Working in environments where they can run agile projects and specific methodologies.
Interviews:
- 2 rounds - 30 minutes.
- 3rd 45 minutes.
Benefits:
- 401(k).
- Dental Insurance.
- Health insurance.
- Vision insurance.
- We are an equal-opportunity employer and value diversity, equality, inclusion, and respect for people.
- The salary will be determined based on several factors including, but not limited to, location, relevant education, qualifications, experience, technical skills, and business needs.
Additional Responsibilities:
- Participate in OrangePeople monthly team meetings, and participate in team-building efforts.
- Contribute to OrangePeople technical discussions, peer reviews, etc.
- Contribute content and collaborate via the OP-Wiki/Knowledge Base.
- Provide status reports to OP Account Management as requested.
About us:
OrangePeople is an Enterprise Architecture and Project Management solutions company. Our most valuable asset is our people: dynamic, creative thinkers, who are passionate about doing quality work. As a member of the OrangePeople team, you will have access to industry-leading consulting practices, strategies & and technologies, innovative training & and education. An ideal Orange Person is a technology leader with a proven track record of technical achievements and a strong process/methodology orientation.
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