Program Manager, Customer Experience - Broadband
About the position 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. Responsibilities • 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 Requirements • Candidates must have 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 • Bachelor’s degree required Nice-to-haves • MBA strongly preferred • PMP certification or commensurate experience desired • Certifications in line with this role desired such as change management, customer experience, AI and automation, and broadband industry training. Benefits • Professional career growth is one of our main priorities, as we affirm that investing in our Consultants and empowering our people will also deliver the best results and value for our clients. Apply tot his job