CX Program Manager/Channel Initiatives Specialist (Six Sigma, Contact Center) - R01565115
About The Position
As a consultant within the DE team, you will work with our clients to define their digital strategy and execution roadmap, and design and implement differentiated digital solutions to help deliver measurable value. As Client continues to evolve into a consumer-centric business, the Channel Initiatives Specialist plays a pivotal role in identifying and driving key programs to successfully uncover the root cause behind top customers and support expert pain points. In this role, the Channel Initiatives Specialist will be an important member of our Customer Service Team and will report to the Director of Voice of the Customer and Channel Initiatives. You will own our root cause channel initiative program ensuring customer service improvement initiatives are planned, aligned, and executed against business and customer objectives - with a focus on reducing costs from the business. In addition to the management of the larger program, you will also directly lead specific root cause initiatives. You will partner closely with Vendor Managers, Data Analysts, Quality Assurance, Product, Engineering, Fraud, Operations, and Marketing teams. Your goal is to ensure the successful management, implementation, and adoption of Client’s customer service root cause to ultimately deliver great experiences for customers worldwide while supporting long-term business growth.
Requirements
- 3+ years of experience in process and performance improvement using Lean Six Sigma principles
- 3+ years’ experience in program/project management
- Knowledge of customer service and call center operations
- Knowledge of data mining using AI tools (Copilot, Genie, etc…)
- Must have experience in planning, organizing, and executing projects related to customer service improvements
- Proficient in Lean Six Sigma principles (DMAIC, Kaizen, etc.)
- Strong analytical skills with ability to leverage and interpret data to drive decisions and measure the impact
- Effective presentation skills with ability to translate data into actionable insights
- Independent thinker with focus on achieving organizational goals through process optimization
- Strong written and verbal communication skills for both customer and cross-functional audiences
- Experience managing programs with geographically dispersed teams
- Thrive in fast-paced, dynamic environment with changing priorities.
- Proactive in improvement opportunity identification and driving continuous enhancement of processes and performance
- Enjoy working in a collaborative and supportive work environment
Responsibilities
- Identify root cause and determine recommendations to product, process and training opportunities
- Leadership of multiple channel initiatives focused on call deflection and chat containment
- Use customer data from call/chat transcripts, survey data and AI tools to identify top pain points in the customer and agent experiences and lead efforts for continuous improvement and guide decision-making
- Collaborate with other departments to ensure alignment and buy-in for product, process, and training improvement recommendations
- Quantify impact of pain points and recommended changes
- Oversee multi-focused initiatives across the customer service organization
- Interface regularly with global vendor managers and product and marketing teams to coordinate marketing campaigns and bring visibility to our vendors
Benefits
- Great Place to Work® certification
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
