Program Manager III

Synergis

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Title: Program Manager III

Duration: 12 Month Contract

Location: Mountain View, CA

 

Project Overview:

We are an eCommerce customer support business helping customers and catering to the needs of the Product teams. From overseeing agent readiness to running operations and providing key customer & product insights, we do it all.

 

Program Manager Overall Responsibilities:

  • Represent the voice of the user by providing insights, feedback, and quantitative/ qualitative analysis to the Core Product area for account disables and appeals.
  • Leverage internal tools, logs and data to identify/troubleshoot/resolve issues and identify scalable solutions through tool or process improvements.
  • Build dashboards and business presentations.
  • Build necessary analytical modeling for load balancing, forecasting, and other business aspects as needed.
  • Engage and partner with key product decision-makers to communicate and realize feature launch and support goals. Project manage the launches with cross-functional stakeholders.
  • Lead innovation programs, including piloting new processes, support channels and process optimization, while measuring/driving international product goals.
  • Collaborate with Support, Product, and Engineering partners to drive proposals that improve the end user experience and ensure resolution of top user issues.
  • Manage stakeholder expectations and communicate with internal teams and external partners.

 

Program Manager Top 3 Daily Responsibilities:

  • Program manage critical projects
  • Enable insights via dashboarding / presentations
  • Lead pilot projects and develop analytics modeling

 

Program Manager Required Education, Experience and Skills:

  • Bachelor Degree
  • 7+ years of experience
  • Strong written and oral communication skills
  • Data visualization, storytelling, & presentation / slide building skills
  • Strong data navigation, mining, and comprehension skills
  • Extensive experience in data analysis using SQL/MySQL. Preferably 4+ years of hands on experience on SQL.
  • Ability to build dashboards using Google Data studio, Tableau or equivalent platforms
  • 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.
     

Program Manager Preferred Experience and Skills:

  • Having as many of these specific qualifications is a plus, but transferable skills/experiences may be equally valuable.
  • Excellent unstructured problem-solving, strategic and analytical troubleshooting skills, with the ability to draw insights from data and manage recommended actions.
  • Strong leadership and project management skills with demonstrated 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.
  • Previous experience as a consultant in e-commerce customer service.

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