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GoodRx Holdings - Santa Monica, CA

posted about 1 month ago

Full-time - Mid Level
Santa Monica, CA
Publishing Industries

About the position

GoodRx is seeking an experienced Project Manager, Customer Marketing & Experience Operations to join our Customer Support Operations Team. This role is crucial in driving the successful delivery of a wide range of projects including campaign development & deployments across multiple channels and ensuring a seamless experience for our agents, team members, and GoodRx customers. As a Project Manager supporting our Operations team, you will collaborate with cross-functional teams to manage and deliver projects that meet agent and customer needs and drive efficiency, customer experience, engagement, retention, growth, and customer satisfaction. The ideal candidate will bring a blend of project management expertise, customer focus, problem-solving, and presentation skills to deliver outstanding results.

Responsibilities

  • Develop, manage, and execute aligned project plans to ensure timely delivery of customer/agent/CRM projects that meet quality standards and scope requirements.
  • Leverage Jira and program management processes to drive cross-functional awareness of our Operations teams' initiatives, timelines, and dependencies.
  • Identify inefficiencies in existing customer support workflows, campaign operating model and implement best practices to optimize speed and quality of service.
  • Act as the primary point of contact for projects, driving communication cadences, keeping stakeholders informed on project status.
  • Work closely with Sales, Product, our BPO, salesforce developers, Support, Engineering teams, external partners and marketing managers to coordinate efforts, solve challenges, and ensure alignment with the project & customer's goals.
  • Track and analyze project performance, team velocity, generating insights that drive process improvements and increase efficiency for future projects.
  • Maintain accurate project documentation, best practices document and deliver regular progress reports to internal teams, external partners and customers.
  • Be the POC for key department programs and events, like our company-wide Customer Listening program, departmental on-sites, and other team-oriented projects, and monthly budgeting cadence.

Requirements

  • Bachelor's degree (BS) in Business, Project Management, or a related field or the equivalent in experience.
  • 5+ years of project management experience, preferably in a customer-facing or customer experience/support/marketing operations role.
  • Comfort with analyzing customer feedback, support metrics, and other data to drive improvements.
  • Proven ability to manage multiple fast-paced projects simultaneously, with strong organizational and time-management skills.
  • Strong understanding of customer experience principles and a commitment to providing an excellent customer experience.
  • Excellent written, verbal, and presentation skills, with the ability to convey complex information clearly and concisely to diverse audiences.
  • Familiarity with project management tools (e.g., Jira, Asana, etc.); strong skills in Google Workspace. Familiarity with CRM platforms (e.g.: ZenDesk, SFDC, SFMC, CDP etc.) is preferred. Proficiency with BI tools like Looker or Tableau.
  • Ability to anticipate and diagnose issues, think critically, and drive resolution and/or resolve conflicts effectively across various internal / external teams.
  • Ability to inspire and lead teams without formal authority, even in high-pressure situations.

Nice-to-haves

  • PMP and/or Agile project management certification.
  • Familiarity with the health-tech/care industry, experience working in a SaaS environment is a plus.
  • Superior presentation, narrative, and visual presentation skills with Google Slides.

Benefits

  • Medical, dental, and vision insurance
  • 401(k) with a company match
  • Employee Stock Purchase Plan (ESPP)
  • Unlimited vacation
  • 13 paid holidays
  • 72 hours of sick leave
  • Mental wellness and financial wellness programs
  • Fertility benefits
  • Generous parental leave
  • Pet insurance
  • Supplemental life insurance for you and your dependents
  • Company-paid short-term and long-term disability
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