Program Manager, Customer Experience - Broadband

Sand Cherry Associates-posted 2 months ago
Senior
101-250 employees
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This role is a critical team member who is responsible for building and implementing a Customer Experience and Operations optimization initiative for a broadband company. The role will be responsible for end-to-end programming from strategic planning to gaining approvals of approach with an executive team, prioritizing and structuring the initiatives, program and project managing the overall implementation, and providing hands-on implementation of the approved path forward. This position is remote with occasional optional travel to the client site.

  • Assess customer experience pain points using data and LBGUPS methodology.
  • Build Customer Experience strategy.
  • Recommend and facilitate decision making of strategic plan and approach to include timelines and resource needs.
  • Structure, manage, facilitate and provide hands on delivery of customer operations process improvement initiatives through immediate, medium, and long-term improvements.
  • Daily, hands-on program/project management throughout the program and project life cycle.
  • Build and maintain program and project deliverables; complete project and program communication documents using PowerPoint, Excel, MS Project, and other tools.
  • Complete process maps, and associated KPI analysis in support of improvement initiatives.
  • Establish risk management, escalation paths, and take corrective measurements.
  • Facilitate and lead project meetings and manage stakeholders’ communication.
  • Coordinate, manage and monitor the workflow of cross-functional teams.
  • Drive progress by engaging and influencing cross functional participants.
  • Function as owner of overall project plan and manage cross-functional resources, ensuring on-time delivery, meeting budgetary demands, and achievement of business goals.
  • Consistently exercise informed judgment and discretion in matters of significance.
  • Strong practical experience in program and/or project management, gained through managing cross functional projects with customer experience and operations teams within the broadband industry.
  • Excellent oral and written communications skills working with a range of stakeholders including the ability to influence, strategize and negotiate.
  • Ability to think analytically and process information quickly, presenting it in a succinct and insightful format suitable for executives.
  • Minimum of 8 years of experience in consulting and/or strategic planning and program management with a focus on operational improvements with a technology driven organization.
  • Experience working within or supporting a customer operations organization with strong cross-functional partnering required.
  • Deep knowledge of Call Center, Customer Communications, Field Tech Operations team experience required.
  • Strong analytical and documentation skills; prior experience with process mapping and KPI tracking.
  • Experience using LBGUPS to assess and drive strategic planning.
  • PMP certification or equivalent experience.
  • Direct hands-on proficiency with Microsoft Project, Smartsheet or other project management tools.
  • Strong PowerPoint and Excel skills.
  • Excellent Executive level written and oral communication skills.
  • MBA strongly preferred.
  • Certifications in line with this role desired such as change management, customer experience, AI and automation, and broadband industry training.
  • Professional career growth opportunities.
  • Friendly and communicative company culture.
  • Opportunity to be part of a digital workforce.
  • Self-responsibility in the workplace.
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