Job Description
Description
We're looking for a Program Manager - Remote , working in IT (excluding Telecommunication) industry in San Francisco, California, United States .
Responsibilities:
- Develop and implement strategies to optimize customer service operations and drive continuous improvement.
- Collaborate with various cross-functional teams, including (but not limited to) Operations, Product, Tooling, Analytics, Knowledge Management, Training, and Workforce Management.
- 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.
- Identify and analyze data, customer feedback, and trends to identify areas for improvement and implement corrective actions.
- Establish and maintain Standard Operating Procedures (SOPs) to ensure consistency and efficiency in customer service operations.
- Stay up to date on industry trends, best practices, and emerging technologies to drive innovation in CX Operations and Product.
- Develop and deliver proposals and presentations to stakeholders, providing insights on operational performance and CX opportunities.
- Manage cross-functional partnerships and insights from customers in French-speaking regions.
- Serve as the primary point of contact for escalations of customer issues from those regions.
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