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Program Manager III
3 months ago
The World Largest Search Engine is seeking a Program Manager
Program Manager
Assignment duration: 12 months
Work Location: Hybrid work: Tues-Thurs in the office (Mountain View, CA)
Work Schedule: Normal PST business hours, Monday - Friday
Pay Range: $58 - $64
Project Overview:The Fi team runs the customer support business behind an eCommerce platform and virtual mobile network. We solve customer issues and cater to the needs of the Product teams. From overseeing agent readiness to running operations and providing key customer & product insights, we do it all.
Overall Responsibilities:
- Facilitate customer support reporting including exporting and manipulating data from dashboards to create recurring and ad hoc reports
- Redesign customer support reporting dashboards
- Find trends in customer support metrics to identify spikes or drivers behind metric movement month over month or year over year
- Partner with Product Support Manager (PSM) to populate insights using customer support metrics, Voice of user, agent feedback, and escalations
- Partner with management team to draft communications to highlight team impact to several senior leadership forums
- Work cross functionally, partnering with stakeholders across Product, Vendor Operations, Strategy & Operations, Vendor, and support teams on various workstreams
- Deep dive support contacts and associated metrics and derive insights and voice of the customer
- Build a repository of dashboards to standardize and streamline how Product Support Managers (PSM) review their business user & contact flows.
- Identify opportunities and partner with PSM and XFN teams to improve agent workflows
- 5+ years of professional experience
- 2+ years of experience in overseeing data analysis and reporting operations (tracking metrics, reporting insights, working cross-functionally to resolve issues)
- Bachelor's Degree
- Strong written and oral communication skills
- Data visualization, storytelling, & presentation / slide building skills
- Strong data navigation, mining, and comprehension skills
- Stakeholder management skills
- Proven ability to manage multiple time-sensitive projects with competing priorities while working independently to drive projects to completion with minimum guidance and high attention to detail in a high-paced environment.
- 1+ year of experience in eCommerce and/or mobile network support
- Customer support experience
- Mandatory Communications Management (PgM/TPgM)
- Ability to listen effectively to stakeholders, to communicate program goals, progress, and health to them in a manner tailored to their interests and concerns at all levels, and to drive understanding and inform decisions. Typical artifacts include communications plans, metrics and status reports, decision logs, newsletters, and websites.
Ability to establish systems to identify improvements and drive future needs around business processes, products, or services on an ongoing basis, through measurement of performance, progress, and success metrics. Typical artifacts include metric plans (e.g., leading, and trailing KPIs), dashboards, trend analyzes, control charts, and retrospectives.
Execution and Governance (PgM/TPgM)
Ability to organize and manage the activities that lead to the outcomes of a project: what, who, when, and how. (e.g., schedule, staffing, features) to deliver results on time. Effectively monitor and communicate progress, risks, and mitigations. Typical artifacts include governance plans, project trackers, status reports, OKRs, retrospectives, and escalation reports.
Managing Organizational Change (PgM/TPgM)
Ability to discern when a change is appropriate and to drive change across the organization, working closely with partner teams to manage and communicate changes, introducing them in the least disruptive manner. Put systems and mechanisms in place to facilitate future changes. Typical artifacts include rollout plans and impact analyzes.
Planning (PgM/TPgM)
Ability to identify stakeholders and work with them to strategize, plan, and prioritize objectives, estimate task durations, and ensure schedules and dependencies are aligned and support those objectives. Leverage a variety of methodologies (e.g., Agile, Waterfall) to make teams most effective. Typical artifacts include proposals, program charters, project plans, OKRs, roadmaps, and risk registers.
Stakeholder Management (PgM/TPgM)
Ability to forge and maintain effective program teams within and across an organization, understand and address their needs and health, and support them throughout the lifecycle of their undertaking. Typical artifacts include RACI charts, stakeholder maps, OKRs, and CSAT reports.
Pay Details: $58.00 to $64.00 per hour
Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs.In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.
Equal Opportunity Employer/Veterans/Disabled
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The Company will consider qualified applicants with arrest and conviction records subject to federal contractor requirements and/or security clearance requirements.
