Program Director for Customer Service Innovation
3 weeks ago
Job Overview
We are looking for a skilled Program Manager to join our Social Media Customer Service (SMCS) organization and lead the development of innovative solutions to scale support and simplify customer interactions.
The successful candidate will have experience in defining program requirements, using data to drive improvements, and owning program strategy from start to finish.
Responsibilities:
- Process Strategy Development: Create a comprehensive process strategy for scaling support and integrating SMCS mechanisms with the wider CS network.
- Operational Efficiency: Develop and implement mechanisms to drive operational efficiencies, ensuring seamless adoption across associates and stakeholders.
- Long-term Strategy: Collaborate with business stakeholders and operations leaders to develop a long-term strategy that meets shared goals and scales support for the future.
Requirements:
- Proven experience in program or project management.
- Ability to define program requirements and use data to drive improvements.
- Effective communication skills, with experience in reporting to senior leadership.
- Strong analytical skills, with experience in implementing repeatable processes and driving automation or standardization.
Salary Range: £75,000 - £100,000 per annum, depending on experience.
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