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Senior Program Manager, AbeBooks Customer Operations and Success
3 months ago
AbeBooks' Customer Operations and Success (COS) team is seeking a highly skilled Senior Program Manager to own the end-to-end delivery and management of critical programs and initiatives that drive success for our global community of book sellers. This role is a unique blend of customer advocacy and detailed insight analysis, with the opportunity to drive significant global impact through data-driven strategic decision-making and roadmap prioritization.
As a highly analytical self-starter, you will leverage deep data expertise to uncover insights, formulate recommendations, and drive transformative improvements to the end-to-end seller experience on AbeBooks. Balancing entrepreneurial spirit and practical implementation, you will excel at breaking down complex, ambiguous problems with a keen sense of urgency and strong time management skills. The role also requires attention to detail, comfort with experimentation, the ability to influence product and program roadmaps, and effective cross-functional communication to understand and address the diverse needs of our global customer base.
This work includes creating and maintaining detailed project plans, facilitating productive meetings, developing clear communications, and reporting on progress and results. With an unwavering focus on the seller experience, you will manage multiple competing priorities in a fast-paced, innovative environment, continuously seeking ways to improve processes and better serve our customers. Bring a cool head, a business outcome mindset, and exemplary verbal and written communication skills to build trusted relationships across all levels of the organization.
Key job responsibilities include:
- Define and execute the vision and roadmap for innovative customer success programs and initiatives.
- Leverage advanced data analysis, including SQL and customer insights, to generate recommendations that shape critical product, program, and business decisions.
- Manage a portfolio of complex, cross-functional projects, ensuring successful delivery through detailed planning, facilitated meetings, and clear communications.
- Continuously identify opportunities to streamline processes, increase efficiencies, and enhance the end-to-end seller experience.
- Assess program plans, operational requirements, and processes to drive improvements across the organization.
- Meet deadlines, prioritize workloads, track metrics, and maintain attention to detail to achieve organizational objectives.
- Report on progress, surface blockers, and effectively communicate results to stakeholders.
A typical day may involve:
- Diving deep into data to uncover trends, pain points, and opportunities to enhance the seller journey.
- Meeting with stakeholder and partner teams to review your latest data-driven insights.
- Facilitating working sessions with stakeholders to align on requirements and implementation plans for new features.
- Monitoring recently-launched enhancements with a focus on analyzing and driving adoption.
- Preparing updates on program progress and performance to present to senior leadership.
- Regularly reviewing the program roadmap and goals with stakeholders and leadership.
- Sharing best practices and helping other team members develop their analytical skills.
AbeBooks is committed to a diverse and inclusive workplace. AbeBooks is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status.
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field.
- Expertise in extracting strategic insights from large datasets.
- Experience assessing processes and driving organizational improvements.
- Familiarity with Agile methodologies and delivery enhancements.
- Strong understanding of e-commerce/marketplace.
- Experience with programming languages like Python.
- Background in business intelligence, analytics, or consulting.
- Ability to speak German, French, Italian or Spanish is a plus.
The base salary for this position ranges from $84,400/year up to $141,000/year. Salary is based on a number of factors and may vary depending on job-related knowledge, skills, and experience.
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