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Program Manager, International CX Programs

1 month ago

San Francisco, United States Motion Recruitment Full time
Our large crypto company is looking for a Program Manager, International CX Programs. This is a remote contract position.

Contract Duration: 12-Months

Required Skills & Experience Motivated by the client’s mission and crafting a seamless support experience for our global customer base, including a deep passion for products within the broader crypto space. 6+ years of proven experience in Program Management, Customer Support Operations or Product Operations Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously Track record of developing and implementing mechanisms that enabled quality to scale 10x Excellent analytical and problem-solving abilities, with a data-driven mindset Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams Highly flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization Experience utilizing customer insights to drive improvements Desire to better understand the unique needs of customers in French speaking markets Fluent (written and verbal) in both English and French languages
What You Will Be Doing
Daily Responsibilities Develop and implement strategies to optimize customer service operations and drive continuous improvement Collaborate with various cross-functional teams, including (but not limited to) Operations, Product, Tooling, Analytics, Knowledge Management, Training and Workforce Management Act with urgency to ensure priority items are progressed through having a bias for action and focusing on the 20% of work that will get 80% of the impact Identify and analyze data, customer feedback and trends to identify areas for improvement and implement corrective actions Establish and maintain Standard Operating Procedures (SOPs) to ensure consistency and efficiency in customer service operations Stay up to date on industry trends, best practices and emerging technologies to drive innovation in CX Operations and Product Develop and deliver proposals and presentations to stakeholders, providing insights on operational performance and CX opportunities Manage cross functional partnerships and insights from customers in French speaking regions Serve as the primary point of contact for escalations of customer issues from those regions