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Customer Experience Program Manager

San Francisco, CA 94103

Posted: 02/14/2024 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
  • 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
Customer Experience Program Manager Skills
  • 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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