- 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 support 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
- 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.
- 1+ year of experience in eCommerce and/or mobile network support
- Customer support experience
- Mandatory Communications Management (PgM/TPgM)
- Ability to listen effectively to stakeholders, to communicate program goals, progress, and health to them in a manner tailored to their interests and concerns at all levels, and to drive understanding and inform decisions. Typical artifacts include communications plans, metrics and status reports, decision logs, newsletters, and websites.
-
Project Manager III
3 weeks ago
BCforward Sunnyvale, United States Full timeBCforward is currently seeking a highly motivated Project Manager III for a Remote opportunity. · Position Title: Project Manager III · Location: Remote · Anticipated Start Date: May 27th 2024 · Please note this is the target date and is subject to change. BCforward will send off ...
-
IT Program Manager III
1 week ago
El Camino Health Mountain View, CA, United StatesEl Camino Health is committed to hiring, retaining and growing the best and brightest professionals who will carry our mission and vision forward. We are proud of our reputation in the community: One built on compassion, innovation, collaboration and delivering high-quality care. ...
-
IT Program Manager III
1 week ago
El Camino Health Mountain View, CA, United StatesEl Camino Health is committed to hiring, retaining and growing the best and brightest professionals who will carry our mission and vision forward. We are proud of our reputation in the community: One built on compassion, innovation, collaboration and delivering high-quality care. ...
-
Program Manager III
2 weeks ago
Adecco USA Mountain View, United StatesThe World Largest Search Engine is seeking a Program Manager · Program Manager · Assignment duration: 12 months · Work Location: Hybrid work: Tues-Thurs in the office (Mountain View, CA) · Work Schedule: Normal PST business hours, Monday - Friday · Pay Range: $58 - $64 · Pr ...
-
IT Program Manager III
5 days ago
El Camino Health Mountain View, United StatesEl Camino Health is committed to hiring, retaining and growing the best and brightest professionals who will carry our mission and vision forward. We are proud of our reputation in the community: One built on compassion, innovation, collaboration and delivering high-quality care. ...
-
Marketing Operations Manager III
3 weeks ago
Apex Systems Mountain View, United StatesApex Systems, a World-Class Technology Solutions Provider, is seeking applicants for the below position on behalf of our client. · Please email an updated copy of your resume to Jordan at .cominterested and qualified. · * Please note that only qualified candidates will be contac ...
-
Marketing Operations Manager III:
2 weeks ago
Akraya Mountain View, United StatesPrimary Skills: Juris Doctor, Trademark Management, Marketing Law, Cross-functional Collaboration, Strategic Thinking, Communication Skills,Duration: 6 Months (Possible Extension)Contract Type: W2 OnlyLocation: local to MTV/SDG/Atlanta (#LI-Hybrid)Pay Range: $70 - $75 per hour#LP ...
-
Business Development Manager III:
2 weeks ago
Akraya Mountain View, United StatesPrimary Skills: Business Development, Strategic Partnerships, Market Analysis, Negotiation Skills, Cross-Functional Collaboration,Duration:12 Months (Possible Extension)Contract Type: W2 OnlyLocation: Atlanta, GA, New York,NY (Hybrid)Pay Range:$ $75.00 per hourGrow Your Skills by ...
-
Business Development Manager III:
1 week ago
Akraya Mountain View, United StatesPrimary Skills: Business Development, Strategic Partnerships, Market Analysis, Negotiation Skills, Cross-Functional Collaboration, · Duration:12 Months (Possible Extension) · Contract Type: W2 Only · Location: Atlanta, GA, New York,NY (Hybrid) · Pay Range:$ $75.00 per hour · ...
-
Software Development Manager III
2 weeks ago
ID Sunnyvale, United StatesRole Overview · is looking for a · Software Development Manager III - Trust Graph & Communities · with experience in managing one or more teams. This person will be responsible for the team powering the community verification ecosystem (e.g., military, teachers, veterans, firs ...
-
Software Development Manager III
1 week ago
ID Sunnyvale, United StatesCompany Overview · is a high-growth enterprise software company that simplifies how people prove and share their identity online. The company empowers people to control their data through a portable and trusted login, which means they don't need to create a new password when vis ...
-
Portfolio Manager III
3 weeks ago
Bank of America Palo Alto, United StatesAt Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. · One of the keys ...
-
Program Manager III
3 weeks ago
ICONMA Mountain View, United States· Overall 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 ...
-
Project Manager III
2 days ago
MindSource Cupertino, United States ContractJob Title: NPI Operations Program Manager · Location: Cupertino CA · Duration: 10+ Months · Schedule Notes: Hybrid role · Key Responsibilities: Lead Apple cross-functional teams & Original Equipment Manufacturer (OEM) operations teams to plan, execute and report status of ...
-
YouTube Mountain View, United StatesMinimum qualifications: Bachelor's degree in a relevant field, or equivalent practical experience. · 5 years of experience in program management. · Experience with software development and managing execution of programs that span multiple engineering teams. · Preferred qualificat ...
-
Marketing Operations Manager III: 24-01578
2 weeks ago
Akraya Inc. Mountain View, United StatesPrimary Skills: Juris Doctor, Trademark Management, Marketing Law, Cross-functional Collaboration, Strategic Thinking, Communication Skills, · Duration: 6 Months (Possible Extension) · Contract Type: W2 Only · Location: local to MTV/SDG/Atlanta (#LI-Hybrid) · Pay Range: $70 - $75 ...
-
Program Manager III
23 hours ago
Aditi Consulting Menlo Park, United StatesSummary: · The main function of a non-IT program manager is to plan, direct, or coordinate activities in such fields as engineering, research and development, financial systems and product roll-out, etc or any other non-IT based project. · Drive XFN coordination and operational ...
-
Project Manager, Integration Iii
2 weeks ago
Sutter Health Los Altos, United States**Organization**: · SHSO-Sutter Health System Office-Valley · **Position Overview**: · This position is available to work from home in the following states: Arizona, Arkansas, California, Colorado, Florida, Georgia, Idaho, Illinois, Louisiana, Michigan, Minnesota, Missouri, Monta ...
-
Technical Program manager III
2 weeks ago
BCforward Menlo Park, United StatesTechnical Program manager III · BCforward is currently seeking a highly motivated Technical Program manager III for an opportunity in Menlo Park CA (Onsite) · Position Title: Technical Program manager III · Location: Menlo Park CA (Onsite) · Anticipated Start Date: ASAP · Pl ...
-
Penn Foster Inc Mountain View, United StatesNote: By applying to this position you will have an opportunity to share your preferred working location from the following: · Mountain View, CA, USA; Kirkland, WA, USA . · Minimum qualifications: · Bachelor's degree in a relevant field, or equivalent practical experience. · ...
Program Manager III - Mountain View, United States - Adecco
Description
Job Description
Job DescriptionThe World Largest Search Engine is seeking a Program ManagerProgram Manager
Assignment duration: 12 months
Work Location: Hybrid work: Tues-Thurs in the office (Mountain View, CA)
Work Schedule: Normal PST business hours, Monday - Friday
Pay Range: $58 - $64
Project Overview: The Fi team runs the customer support business behind an 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.
Overall Responsibilities:
Top 3 Daily Responsibilities:
Mandatory Skills/Qualifications:
Continuous Improvement (PgM/TPgM)
Ability to establish systems to identify improvements and drive future needs around business processes, products, or services on an ongoing basis, through measurement of performance, progress, and success metrics. Typical artifacts include metric plans (e.g., leading, and trailing KPIs), dashboards, trend analyzes, control charts, and retrospectives.
Execution and Governance (PgM/TPgM)
Ability to organize and manage the activities that lead to the outcomes of a project: what, who, when, and how. (e.g., schedule, staffing, features) to deliver results on time. Effectively monitor and communicate progress, risks, and mitigations. Typical artifacts include governance plans, project trackers, status reports, OKRs, retrospectives, and escalation reports.
Managing Organizational Change (PgM/TPgM)
Ability to discern when a change is appropriate and to drive change across the organization, working closely with partner teams to manage and communicate changes, introducing them in the least disruptive manner. Put systems and mechanisms in place to facilitate future changes. Typical artifacts include rollout plans and impact analyzes.
Planning (PgM/TPgM)
Ability to identify stakeholders and work with them to strategize, plan, and prioritize objectives, estimate task durations, and ensure schedules and dependencies are aligned and support those objectives. Leverage a variety of methodologies (e.g., Agile, Waterfall) to make teams most effective. Typical artifacts include proposals, program charters, project plans, OKRs, roadmaps, and risk registers.
Stakeholder Management (PgM/TPgM)
Ability to forge and maintain effective program teams within and across an organization, understand and address their needs and health, and support them throughout the lifecycle of their undertaking. Typical artifacts include RACI charts, stakeholder maps, OKRs, and CSAT reports.
Pay Details: $58.00 to $64.00 per hour
Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.
Equal Opportunity Employer/Veterans/Disabled
To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to
The Company will consider qualified applicants with arrest and conviction records subject to federal contractor requirements and/or security clearance requirements.
