Job Description

Description

We're looking for a Program Manager - Remote , working in IT (excluding Telecommunication) industry in San Francisco, California, United States .

Responsibilities:

1. Develop and implement strategies to optimize customer service operations and drive continuous improvement.
2. Collaborate with various cross-functional teams, including (but not limited to) Operations, Product, Tooling, Analytics, Knowledge Management, Training, and Workforce Management.
3. Act with urgency to ensure priority items are progressed, having a bias for action and focusing on the 20% of work that will get 80% of the impact.
4. Identify and analyze data, customer feedback, and trends to identify areas for improvement and implement corrective actions.
5. Establish and maintain Standard Operating Procedures (SOPs) to ensure consistency and efficiency in customer service operations.
6. Stay up to date on industry trends, best practices, and emerging technologies to drive innovation in CX Operations and Product.
7. Develop and deliver proposals and presentations to stakeholders, providing insights on operational performance and CX opportunities.
8. Manage cross-functional partnerships and insights from customers in French-speaking regions.
9. Serve as the primary point of contact for escalations of customer issues from those regions.

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