Our client, the world's leading search engine and technology company, is seeking a Program Manager. This is a 12 month contract and hybrid remote position located in Mountain View, CA.

Summary:

• The client team runs the customer support business behind the eCommerce platform and virtual mobile network.
• We solve customer issues and cater to the needs of the Product teams.
• From overseeing agent readiness to running operations and providing key customer & product insights, we do it all.

Responsibilities:

• Facilitate customer support reporting including exporting and manipulating data from dashboards to create recurring and ad hoc reports.
• Redesign customer support reporting dashboards.
• Find trends in customer support metrics to identify spikes or drivers behind metric movement month over month or year over year.
• Partner with Product Support Manager (PSM) to populate insights using customer support metrics, Voice of user, agent feedback, and escalations.
• Partner with management team to draft communications to highlight team impact to several senior leadership forums.
• Work cross functionally, partnering with stakeholders across Product, Vendor Operations, Strategy & Operations, Vendor, and support teams on various workstreams.
• Deep dive supports contacts and associated metrics and derive insights and voice of the customer.
• Build a repository of dashboards to standardize and streamline how Product Support Managers (PSM) review their business user & contact flows.
• Identify opportunities and partner with PSM and XFN teams to improve agent workflows.

Requirements:

• 5 years of professional experience.
• 2 years of experience in overseeing data analysis and reporting operations (tracking metrics, reporting insights, working cross-functionally to resolve issues).
• Bachelor's Degree .
• Strong written and oral communication skills.
• Data visualization, storytelling, & presentation / slide building skills.
• Strong data navigation, mining, and comprehension skills.
• Stakeholder management skills.
• Proven ability to manage multiple time-sensitive projects with competing priorities while working independently to drive projects to completion with minimum guidance and high attention to detail in a high-paced environment.
• Only candidates available and ready to work directly as Genesis10 employees will be considered for this position.

Non-Essential Skills/Qualifications:

• 1 year of experience in eCommerce and/or mobile network support.
• Customer support experience.

Pay rate range: $57.72 - $64.12 hourly

If you have the described qualifications and are interested in this exciting opportunity, please apply!

Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.

For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client. Benefits of Working with Genesis10 :

• Access to hundreds of clients, most who have been working with Genesis10 for 5-20 years.
• The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.
• Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
• Behavioral Health Platform
• Medical, Dental, Vision
• Voluntary Hospital Indemnity (Critical Illness & Accident)
• Voluntary Term Life Insurance
• 401K
• Sick Pay (for applicable states/municipalities)
• Commuter Benefits (Dallas, NYC, SF)
• Remote opportunities available

For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website.
Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.