CXC Program Manager II

2 weeks ago

Rocklin, California, United States First Technology Federal Credit Union Full time

Position Overview: The CXC Program Manager II serves as a vital link for the Contact Experience Center (CXC) across various enterprise functions, ensuring the channel's preparedness and enhancing processes related to products, projects, and communication.

Key Responsibilities:

  • Oversee intricate CXC programs and provide support, including indirect management of Service Level Agreements (SLA) and Statements of Work (SOW), while collaborating with relevant business units.
  • Identify, assess, and escalate potential issues, ensuring timely resolution or appropriate communication to leadership.
  • Design and execute an internal communication strategy that effectively engages CXC employees and conveys CXC priorities to other departments.
  • Create a prioritized list of enhancement opportunities for both members and CXC staff, utilizing internal resources to address and implement solutions.
  • Collaborate with fellow Program Managers across the organization to ensure consistent communication and processes.
  • Actively engage in projects and initiatives, facilitating user testing as necessary and presenting findings to leadership.
  • Drive CXC functions, including quality assurance, training, and workforce management as needed.
  • Lead the development of business cases, strategic plans, and project justifications.
  • Assist in optimizing vendor relationships as assigned.
  • Participate in the training and onboarding of new Program Managers.

Essential Qualifications:

  • Education: A Bachelor's degree is preferred.
  • Certifications: PMP, Six Sigma, or Scrum certifications are desirable.
  • Experience: A minimum of 4 years in program, systems, or project management, ideally within the financial services sector.
  • Proficient in articulating complex concepts tailored to diverse audiences, including senior leadership and technical teams.
  • Skilled in delivering impactful presentations to both peers and executives.
  • Adept at formulating and executing business plans and strategies.
  • Capable of fostering robust internal and external business relationships.
  • Exemplary business communication skills, with the ability to convey information clearly and professionally.
  • Highly organized, with a proven track record of managing multiple projects simultaneously while meeting deadlines.
  • Strong analytical and problem-solving abilities, capable of resolving complex issues independently.
  • Proficient in Microsoft Office Suite, including Microsoft Project and Visio.

Compensation and Benefits:

  • Competitive salary range.
  • Comprehensive benefits including medical, dental, and vision coverage.
  • 401K matching program.
  • Flexible Time Off policy.
  • Paid federal holidays.
  • Special employee pricing on lending products.

Company Overview: First Technology Federal Credit Union is committed to fostering a diverse and inclusive workplace. We value the contributions of our employees and strive to create an environment where everyone can thrive.

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