Job Description: Teamdefines, builds, launches, and manages customer-facing delivery programs and the CX features presented to millions of customers every day from Search through Checkout. Client also owns the cross-border ship options, associated speeds and pricing we offer, and the underlying systems required to deliver this experience. Together, Client is changing how customers experience delivery - from the speed, convenience, and selection features for millions of customers worldwide.
Key job responsibilities
This position will own a program that will impact millions of customers globally. The scope of this role is to work with multiple cross functional teams and drive decisions that improve the delivery experience that we offer to our Cross Border customers. To do so, you will drive team initiatives with the goals of defining the delivery experience bar for our customers, building the framework to illuminate internal and external capabilities, and driving decisions about how to respond to insights. The right candidate will be able to assess what is most important for customers and our business, act boldly, and lead change. Tactically, you will identify growth opportunities, key performance indicators, configuration, deep dives, and develop new reporting for this program. Successful candidates will have a history of diving deep, learn and be curious, and ownership.
A day in the life,
1. KPIs and metrics, reporting, and develop roadmaps and scalable programmatic initiatives to improve them.
2. Work closely and in detail with business and product partners to identify and close high priority gaps in DEX metrics and continuous improvement processes.
3. Deep dive processes and programs to identify and action on root causes.
4. Serve as the Client point of contact for stakeholder teams, managing expectations and prioritizing competing priorities across teams when necessary.
5. Work backwards from customer feedback to deliver a best-in-class cross-border shopping experience.
About the team
Program Manager will manage and advance the delivery experience for Cross Border customers by driving programs to improve the delivery experience. The right candidate will possess a well-rounded program management background and experience managing complex programs that involve leading cross-functional teams. They must be able to thrive and succeed in an entrepreneurial environment, and not be hindered by ambiguity or competing priorities. A successful candidate will have a history of driving deep insights from complex data, have exceptional business judgement including financial acumen to quickly assess the viability of key decisions, and the ability to write compelling business documents and drive outcomes for senior leadership. The ability to influence cross functionally and across the organization, at all levels, will be absolutely critical to succeed in this role. This is a high visibility role from Day 1 and candidate will own periodic leadership reviews. They see on the site every day, to launching delivery benefits and new programs for customers around the world.
Internal job description
Basic qualifications
- 5 years of program or project management experience
- 3 years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
- Bachelor's degree
Preferred qualifications
- 5 years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
- 3 years of driving end to end delivery, and communicating results to senior leadership experience.