The Planet Group
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http://www.theplanetgroup.com
http://www.theplanetgroup.com
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Customer Experience Program Manager
808 Brannan St San Francisco, CA 94103 US
Posted: 02/14/2024
2024-02-14
2024-03-23
Employment Type:
Contract
Job Category: Account & Project Management
Job Number: 613009
Country: United States
Is job remote?: Yes
Job Description
Customer Experience Program Manager
Location: Remote
Pay: $35 per hour DOE
Benefits: Health, Vision, Dental, 401K Planet Interactive's well-known online life-style client is seeking a Customer Experience Program Manager to work with them on a 12 month contract.
Customer Experience Program Manager Responsibilities
Pay: $35 per hour DOE
Benefits: Health, Vision, Dental, 401K Planet Interactive's well-known online life-style client is seeking a Customer Experience Program Manager to work with them on a 12 month contract.
Customer Experience Program Manager Responsibilities
- Own the end-to-end Quality Assurance and Customer Experience strategy globally (including scorecard guidelines, seller continuous feedback framework and CSAT/NPS insights)
- Establish and own vendor Quality Assurance team KPIs and strategy
- Collaborate with vendor QA teams in NAMER, EMEA, APAC, and LATAM to comprehend needs, identify gaps, vouch for consistency, and formulate recommendations for improvements
- Manage communications to the business about the program's effectiveness and impact
- Act as a link between QA teams, sales enablement teams, and operational teams, ensuring accountability over the established processes
- Manage changes in QA processes and drive adoption with vendors
- 4+ years of program management, quality assurance or process excellence experience in a high-performance sales organization
- Exceptional communication, presentation, and organizational skills, with the ability to handle multiple projects and priorities simultaneously
- A successful track record of developing internal relationships with leaders, partners, and SMEs
- An ability to excel in execution, establish priorities, and meet swift deadlines in a fast-paced, ever-evolving environment
- Experience with tools such as Gong, Medallia, Salesforce highly preferred
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