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Sr. Program Manager, Baby Registry
2 months ago
The Sr. Program Manager will serve as the voice of the customer for the US Baby Registry program. They will own the definition and execution of a roadmap that improves the US Baby Registry customer experience by continuously evaluating program health to ensure the benefits and services offered raise the bar for new parents. This person will be comfortable in a highly ambiguous, fast-paced and ever-changing environment and will be willing to roll-up their sleeves as needed. They will proactively deliver business and leadership reviews, aligning teams toward coherent strategies that move the needle on customer satisfaction, quality, and cost. The optimal candidate will be adept at building consensus and able to clearly represent, verbally and in writing, complex decisions, trade-offs, and potential solutions to leadership. A strong candidate will be able to dive deep, identify root causes, and move between strategy and execution on a daily basis. They will have a proven track record of taking end-to-end ownership and successfully delivering results.
Key job responsibilities
- Define a data-driven program strategy for the US Baby Registry program and own end to end delivery.
- Communicate strategic direction and program results to leadership.
- Develop and scale voice of customer mechanisms, sharing insights with relevant stakeholders to inform business decisions and roadmaps.
- Collaborate with product, tech, marketing, retail stakeholders, logistics partners and vendors to execute benefits programs.
- Create and track key performance indicators to drive process improvements and evaluate program health.
- Manage and report on program costs in partnership with finance.
- Capture and share best practices and learnings with WW Baby Registry program leads and other internal teams.
BASIC QUALIFICATIONS
- 5+ years of program or project management experience- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
PREFERRED QUALIFICATIONS
- 2+ years of driving process improvements experience- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
- Experience working cross functionally with tech and non-tech teams
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