Program Manager, International CX Programs

1 month ago


San Francisco, California, 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

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