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Senior Program Manager, Social Media Customer Support
2 months ago
Senior Program Manager for Social Media Customer Support
The Social Media Customer Support (SMCS) division is in search of a dedicated program manager to enhance support systems and simplify solutions within the ever-evolving social media environment. The ideal candidate will thrive in a diverse, global team setting and be committed to elevating the standards of customer service.
SMCS is focused on innovation, aiming to scale services for existing clients while crafting solutions for future challenges. Supported by the broader Customer Service organization, which has over 25 years of expertise in quality assessment across multiple channels, including email, phone, and chat.
Key Responsibilities:
- Formulate a strategic framework for expanding support and integrating SMCS processes with the wider Customer Service network.
- Establish mechanisms to improve operational efficiencies and promote adoption among team members and stakeholders.
- Partner with business stakeholders and operations leaders to develop a sustainable long-term strategy that aligns with common goals and anticipates future support requirements.
- Drive process enhancement, automation, and simplification initiatives, prioritizing actions based on their impact on customers and team members.
BASIC QUALIFICATIONS
- Experience in program or project management
- Ability to define program requirements and utilize data and metrics for ongoing improvement
- Experience in managing program strategy, complete delivery, and presenting results to senior management
- Proven track record of implementing standardized processes and driving automation
- Bachelor's degree
PREFERRED QUALIFICATIONS
- Master's degree, MBA, or equivalent in a relevant field
- Demonstrated success in leading process improvements
