Program Manager
3 weeks ago
Must-haves
- 3-7+ years as a program manager
- Experience creating user stories and road maps
- Experience building programs from scratch and working cross-functionally with product management and directors and technology
- Experience working in the digital space and presenting to VP level and above
- Experience with scaling teams, departments, or shared services internationally
- Can work in a fast paced environment, across multiple workstreams while maintaining organization, attention to detail and critical thinking
Plusses
- Experience working within a contact center
- Experience with Salesforce implementations
Day-to-Day
This resource will lead end-to-end program management inclusive of program budget, discovery, roadmap and prioritization, governance, risk management, resource management, and stakeholder management. You will lead discovery and develop a strategy to scale Guest Support across our International regions, beginning with EMEA, inclusive of contact centre operations, digital sales functions, and centralized services (eg. workforce management). This role will require collaboration with Process Optimization team to assess gaps across the North America and International Guest Support operations. Additionally, you will collaborate with Product Management partners to define the product roadmap across core systems including CRM, OMS, and other tools used by customers and employees. This resource would be working with European Stakeholders and PST base stakeholders to identify gaps between CRM software's, process, space, taking on international volume, handling requests.
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