Our Customer’s mission is to give people the power to build community and bring the world closer together. Through their family of apps and services, they are building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together.
We are seeking a Customer Experience Program Manager on a contract basis to help support our Customer’s business needs. The team is focused on improving customer experience across the end-to-end customer journey. We continuously listen to customers and translate the data into actionable insights, and proactively distribute the findings to empower customer-centric actions and decisions. The role is 100% remote to these locations: Baltimore, MD, Boston, MA, Houston, TX, Los Angeles, San Diego and Sunnyvale, CA.
What You’ll Do:
Responsible for leading the end-to-end efforts in building and collecting customer experience intelligence (through surveys and other forms of feedback) and driving customer-centric improvements in a fast-growing global Customer Experience (CX) practice.
CX/Voice of the Customer (VoC) subject matter expert with a passion for customer-centricity and CX and extensive CX program management skills
Responsible for defining the CX listening strategies and acting as a liaison between internal and external partners, coordinating all the efforts across the organization to enable the best solutions for feedback collection while maintaining the existing programs
Initiate, lead, and deliver the CX team’s key strategic efforts in expanding direct and indirect feedback collection and listening capabilities (e.g. VoC surveys)
Define the team’s listening strategies leveraging best practices to collect quality data for customer improvements
Define and drive implementation strategy and requirements, build project roadmaps, and work closely with cross-functional teams and external vendors to ensure the timely and successful launch of the projects
Track the progress of the projects and coordinate the efforts across the teams
Design surveys and research programs for new listening touch points and support the improvements of the existing survey programs
Create engagement with the CX program and advocate for customer centricity by continuously evangelizing and building relationships with CX influencers across the organizations
Proactively contribute to the CX strategy by identifying the new gaps and opportunity areas for expanding the listening and improving the feedback coverage
Monitor the existing CX programs and continuously find opportunities to improve the programs’ data quality, coverage, and accuracy across all listening programs
Manage and maintain our CX management platform and apply solutions to improve the platform based on gaps or stakeholders' needs
Manage the relationships with vendors and coordinate the efforts across teams by acting as a liaison between external and internal partners
Must-Haves:
6 years of experience in CX or VoC program/project management, customer success, or any related roles
Comfortable working autonomously and proactively, implementing the CX projects, and leading the internal and external stakeholders
Strong experience working with Customer Experience Management (CXM) platforms (e.g. Medallia, Qualtrics)
Experience implementing customer feedback capabilities including surveys
Strong knowledge of CX and VoC best practices and metrics (Net promoter score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), etc.)
Experience designing surveys for CX/VoC programs
Experience working in a global CX team focused on the entire customer journey is desired
Nice to have a customer journey mapping experience
Education:
Bachelor's Degree in Management, Business, Marketing, Economics, or a related field of study
Project Management Experience Certification desired
Customer Experience Management Certification desired
Hours & Location:
M-F, 40 hours/week. This role will be 100% remote.
Perks are available through our 3rd Party Employer of Record (Available upon completion of the waiting period for eligible engagements)
Health Benefits: Medical, Dental, Vision, 401k, FSA, Commuter Benefits Program
Accrued PTO: Up to 15 days per 12 months on assignment
New Child Benefit: Up to $4,000 for the birth or adoption of a child while on assignment (conditions apply)
Remote Options: The position is 100% remote to the locations below:
Baltimore, MD
Boston, MA
Houston, TX
Los Angeles, CA ($61.21 - $71.21)
San Diego, CA ($56.28 - $66.28)
Sunnyvale, CA ($72.93 - $82.93)