Program Manager, CE, Payment Risk, Customer Engagement
5 days ago
Key job responsibilities
1) Drive data-oriented analysis, adoption of technical solutions and process improvement projects to achieve operational and business goals.
2) Perform deep dive to identify the unique root cause and share the associated recommendation to improve customer experience.
3) Support expansion of contact automation initiatives from existing cohorts to new ones.
4) Mapping of impact with associated operational and business metrics.
5) Engage directly with key resources to proactively identify, analyze, and creatively solve blockers.
6) Create & maintain project documentation such as project plans, functional requirements and specifications, gap and dependency analyses, risk analyses
7) Manage execution part of a small program. You will partner with stakeholders and/or managers to secure resources, scope efforts, set project priorities, milestones, and drive delivery to meet deadlines to meet program goals.
8) Optimizes cross-team processes that improve program efficacy and delivery.
About the team
Customer Engagement (CE) Program Team vision is to enhance Customer Experience (CX) by preventing fraud and unauthorized orders. In partnership with multiple stakeholders, we drive efficiencies by scaling existing infrastructure, reducing system redundancies, and leading initiatives to automate manual processes, thereby improving CX and reducing operational costs.
Basic Qualifications:
- 2+ years of program or project management experience
Preferred Qualifications:
- Knowledge of Lean principles and DMAIC methodology
- Experience in MS Access and SQL
- Experience in requirement gathering and ability to write clear and detailed requirement document
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