Global CX Program Manager

6 days ago

Austin, Texas, United States Bazaarvoice Full time

About Bazaarvoice

We create innovative shopping experiences that connect brands and consumers worldwide. Our global network, product-passionate community, and enterprise technology enable us to collect and syndicate user-generated content at an unprecedented scale. This content achieves global reach by leveraging our extensive retail, social, and search syndication network. We make it easy for brands and retailers to gain valuable business insights from real-time consumer feedback with intuitive tools and dashboards. The result is smarter shopping: loyal customers, increased sales, and improved products.

Our Mission

We close the gap between brands and consumers by delivering world-class customer experiences that delight our clients. Our team is passionate about creating a customer-first mindset, transparency, and trust that accelerates our collective performance.

The Role

We are seeking a Customer Experience Program Manager to lead multiple work streams of activity across the Services CX agenda. This role is responsible for coordinating with Global and functional CX programs to create customer journeys and interactions that support business retention, improve satisfaction, and lead to growth through continuous cross and upselling.

Key Responsibilities

  • Use customer insight analysis to identify opportunities to optimize our existing and future customer journeys, ensuring the voice of the customer is always included in what we do.
  • Recommend areas for improvement and innovation and work with Global Services teams to define project requirements, business cases, and delivery plans.
  • Help drive forward the implementation of initiatives, ensuring there is accountability for outcomes.
  • Build a training program to ensure Global Services teams are enabled to provide a great client experience and that these teams understand their CX targets and progress towards them.

Requirements

  • Project management background in a SaaS or customer-facing environment.
  • Experience managing large, cross-functional initiatives, with an emphasis on customer experience and quality.
  • Excellent written and verbal communication skills with experience addressing varied audiences, including C-Suite executives.
  • Solution-focused, collaborative, work ethic with a high degree of flexibility, supporting multiple projects of varying complexities and priorities.
  • Inherent passion and energy for the customer experience and excellent interpersonal skills.
  • Project management certified.
  • CX certified.
  • Experience in the software/e-commerce industry.
  • Familiarity with HTML, CSS, XML, and other web technologies.

Our Values

  • We see our own success through our customers' outcomes.
  • We approach every situation with a customer-first mindset.
  • We believe in the power of authentic feedback because it's in our DNA.
  • We do the right thing when faced with hard choices.
  • We innovate as we are not content with the status quo.
  • We seek to innovate as we are not content with the status quo.
  • We bring our whole selves to the mission and find value in diverse perspectives.
  • We champion what's best for Bazaarvoice before individuals or teams.

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