VRMO TechEx Program Manager, Tech Triaging Program Manager

The Registration and Compliance (R&C) team’s mission is to create a world-class registration, verification, and compliance experience to ensure the success of Sellers WW.
To complement the mission’s success, TechEx (Tech Experience and Ticket Triaging) was formed in Q4’21 to build capabilities to eliminate low complex non-tech/ non value added tickets and reduces Tech manual effort.

This capability involves review of Reg/Compliance Tech tickets across 24+ resolver groups consisting of seller issues from teams like IN Business, SPS, Internal tech teams, R&C. The team leverages multiple tools driving reduced manual handle time per tech issue addressed as well as some automated solutions. Additionally, the team also makes a tech guided script changes replicating manual SDE effort. Thus, eliminating non-tech related issues or instances where tech effort is limited or not required, whilst collaborating with diverse stakeholders evolving with constant process updates.

Program Manager II will drive the vision of this program independently, while understanding the overall benefit it attributes to R&C. She/He will constantly demonstrate abilities to deliver in a constrained environment and consistently innovate to achieve the program goals .

Key job responsibilities
I. Collaborating, consolidating and articulating the various distinct tech issues from all functions, while finding common mitigation to help improve seller onboarding and experience
II. Identifying and eliminating gaps across seller registration processes, defining program KPIs and creating mechanisms to monitor program benchmarks
III. Enhancing automation capabilities through continuous evaluation of seller experience and improvement measures
IV. Creating a structured framework to work backwards from our customers (internal & external) and adjusting operating methods supporting at a global scale across SPS, R&C, IN Businesses
V. Own the R&C Tech Ticket score goal for NVA tickets
VI. Deliver on cost avoidance through optimization of processes and volume reduction to internal and tech teams
VII : Drive AI based automation to optimized internal solutions while translating the impact to partner teams.

About the team
The R&C WFM Tech triage team review Trouble Tickets (TTs) cut by associates/ investigators to specific Tech Resolver groups to ensure only accurate and complete tickets are passed on to the resolver groups thus improving tech bandwidth for dev teams. The team will have to work with process owners to bridge any process gaps in turn reducing volumes of avoidable tickets.- 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Bachelor's degree
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ 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

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