Strategic Customer Experience Manager
21 hours ago
At myGwork, an inclusive employer and a member of the LGBTQ+ business community, we're working to deliver exceptional customer experiences. Our team is looking for a Strategic Customer Experience Manager to drive key initiatives and expand our customer return reduction program.
This role will focus on driving upstream defect elimination projects across WW, product groups, and customer types. You'll collaborate with various stakeholders to implement solutions, monitor results, and communicate progress to leadership.
The ideal candidate will have 3+ years of experience in program or project management, working cross-functionally with tech and non-tech teams, defining and implementing process improvements using data and metrics. They should also have advanced Excel skills (Pivot Tables, VLookUps) and SQL experience.
Responsibilities include:
- Forming and managing cross-functional project teams
- Achieving business goals through technology solutions and process improvement projects
- Managing stakeholder communication across multiple lines of business
You will own the expansion of the customer return reduction through upstream defect elimination across WW, product group, and all customer types. The job involves collaborating with various stakeholders to implement the solution, monitor and report the results to the Leadership, Assess and communicate the customer experience to the Leadership
BASIC QUALIFICATIONS:
- 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
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements
PREFERRED QUALIFICATIONS:
- 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
Estimated salary: $85,000 - $110,000 per year based on location and industry standards.
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