Program Manager


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Title: Program Manager
Anticipated 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

  • Lead the partner programs regularly communicating with partners on insights, opportunities and customer feedback
  • Find trends in partner programs  using customer support metrics, Voice of user, agent feedback, and escalations
  • Streamline processes, develop playbooks & process flows 
  • Partner with Product Support Manager (PSM) on key projects of customer communication & agent workflows and delegate to others as needed
  • Program managing the customer escalations process.

Program Manager Top Daily Responsibilities: 

  • Partner with Tier 2 / Tier 3 agents on customer escalations and closing the loop with stakeholders. Ensuring SL/ TAT adherence.
  • Triage bugs. Find opportunities and setup processes to address the gaps
  • Review customer support  performance on partner programs and share insights
  • Ensure agent communications are updated with proper process and instructions

Program Manager Required Education, Experience and Skills:

  • 5+ years of experience
  • Bachelor's Degree
  • Strong written and oral communication skills
  • Data visualization, storytelling, & presentation / slide building skills
  • Strong data navigation, mining, and comprehension skills
  • Ability to analyze research or performance data, develop insights, and apply those insights to optimize product strategies
  • Stakeholder management skills
  • 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
  • Familiarity with google docs, spreadsheets and slides

Program Manager Preferred Experience and Skills:

  • 1+ year of experience in eCommerce support
  • Customer support experience

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