Program Implementation Coordinator

3 weeks ago

Ottawa, Ontario, Canada Intouch Insight Full time

Position Overview: As a Program Implementation Coordinator, you will collaborate closely with Customer Success Managers and the Scheduling and Quality Assurance teams. Your primary responsibility will be to configure all new and recurring mystery shopping and audit programs within our administrative systems, ensuring timely execution and adherence to the highest standards.

This role is crucial within a cross-functional team, necessitating the ability to prioritize tasks with a strong sense of urgency in a dynamic and complex business environment. Exceptional time management and planning skills are essential, along with proactive communication with various stakeholders. You should be detail-oriented and capable of maintaining high work standards.

Main Responsibilities:

  • Engage in Info-Project meetings alongside Customer Success Managers (CSM);
  • Collaborate with CSM and the Scheduling team to gather and disseminate all necessary elements for project implementation, including contributing to the development of optimal field strategies to achieve client objectives while balancing the needs of Intouch;
  • Client setup within our systems;
  • Review and provide guidance to CSM during questionnaire creation;
  • Conduct test shops;
  • Evaluate contractor guidelines;
  • Draft solicitation texts (run descriptions) for shop opportunities;
  • Standardize documents and communications for contractors (guidelines, solicitation texts, website - in partnership with the Scheduling team);
  • Prepare the distribution of shops for each client shop cycle;
  • Create shop cycles in our systems;
  • Update location lists and configure necessary parameters in our systems;
  • Establish shop configurations (schedule / fees / shop type / scenario / purchases / rotation / shop model / exceptions by locations);
  • Provide weekly implementation updates to the Business Unit Leader;
  • Adhere to timelines and project tasks to meet each client's delivery schedule;
  • Ensure effective and regular communication with internal stakeholders (CSM, Schedulers, QA);
  • Maintain up-to-date information on project implementations;
  • Set up required custom dashboards and records lists for easy access to client-relevant information;
  • Coordinate the logging and tracking of custom development requirements to address product gaps and/or software bugs encountered during implementation, ensuring timely delivery;
  • Actively participate in meetings;
  • Contribute to ongoing efforts to enhance operations;
  • Demonstrate creativity, innovation, and a goal-oriented mindset;
  • Track and report on relevant KPIs, such as on-time completion rates, customer satisfaction, client usage, and growth opportunities.

Required Profile:

  • High school diploma;
  • Excellent communication skills;
  • Experience in Project Management;
  • Enthusiastic and dynamic personality;
  • Creative, detail-oriented, and solution-focused;
  • Strong team collaboration skills;
  • High level of computer proficiency;
  • Proficient in Excel.

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