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Client Experience Program Lead

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Oklahoma City, United States Paycom Online Full time

The Client Experience Program Lead will execute the functional business vision, enablement strategy, and operations readiness for new products and monthly releases at Paycom, including people, process, and product solution across the organization. This includes the creation of business requirements, change management, and deployment across the organization. Manage and lead across to ensure delivery.

RESPONSIBILITIES

  • As a program lead, drive highly visible strategic projects, working cross-functionally to analyze opportunities, develop solutions and actionable recommendations to drive results.

  • Develop a level of expertise in and keep abreast of operation and technological and feature advances while determining which features and services may be valuable to our clients and their employees.

  • Provide insights to the business through analytics and market research as required in partnership with Marketing.

  • Serve as primary business stakeholder for product suites for operational needs, questions, and expertise.

  • Manage relationships ensuring that business units and vendors meet or exceed service level expectations.

  • Manage all aspects of multiple projects to ensure the overall program is aligned to and directly supports the achievement of strategic objectives for both the product and Paycom.

  • Execute on the vision, roadmap, and business strategy for improvements to existing product enablement, the launch of new features, and functionality or services in the related.

  • Manage program SLAs and operational metrics to identify and implement changes to operational processes and procedures that will improve efficiency and customer satisfaction.

  • Work with cross-functional teams (Product, Marketing, Sales, Operations, Banking, Risk, and Fraud) to develop business investment cases; outlining business opportunity, rationale, and execution plans to achieve the vision for employee-facing services, including product development, change strategies, and business operating model.

  • Collaborate with Client Experience Coordinators, sales and client services teams to gather feedback which will be used to augment and improve our customer and employee experience. Set the operational cadence for all groups involved in supporting the products and our customers.

  • Measure and track critical KPIs and initiatives, and build the reporting infrastructure needed to properly manage P&L.

  • Manage schedules and work requests surrounding deployments.

  • Drive operational communication, business needs, and processes analysis with the business units.

Qualifications

Education/Certification:

  • Bachelor's degree and/or 4+ years of experience in preferably MIS, Business, or related field.

Experience:

  • 2+ years of experience working in technology and software implementation

  • Ability to translate high-level business strategic concepts and goals into a clearly defined product roadmap.

  • Experience working directly with Product Management teams to translate business needs and roadmap initiatives into actionable product development to meet or exceed expected results and outcomes

Paycom is an equal opportunity employer and prohibits discrimination and harassment of any kind. Paycom makes employment decisions on the basis of business needs, job requirements, individual qualifications and merit. Paycom wants to have the best available people in every job. Therefore, Paycom does not permit its employees to harass, discriminate or retaliate against other employees or applicants because of race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, military and veteran status, age, physical or mental disability, genetic characteristic, reproductive health decisions, family or parental status or any other consideration made unlawful by applicable laws. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation benefits, and separation of employment. The Human Resources Department has overall responsibility for this policy and maintains reporting and monitoring procedures. Any questions or concerns should be referred to the Human Resources Department. **To learn more about Paycom's affirmative action policy, equal employment opportunity, or to request an accommodation - Click on the link to find more information:** paycom.com/careers/eeoc