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Program Manager, International CX Programs | Solve IT Strategies


Job title: Program Manager, International CX Programs

Company: Solve IT Strategies

Job description: Solve IT Strategies is looking for a Program Manager, International CX Programs . This role is remote.The Main Responsibilities of a person are:

  • Develop and implement strategies to optimize customer service operations and drive continuous improvement
  • Collaborate with various cross-functional teams, including (but not limited to) Operations, Product, Tooling, Analytics, Knowledge Management, Training and Workforce Management
  • Act with urgency to ensure priority items are progressed through having a bias for action and focusing on the 20% of work that will get 80% of the impact
  • Identify and analyze data, customer feedback and trends to identify areas for improvement and implement corrective actions
  • Establish and maintain Standard Operating Procedures (SOPs) to ensure consistency and efficiency in customer service operations
  • Stay up to date on industry trends, best practices and emerging technologies to drive innovation in CX Operations and Product
  • Develop and deliver proposals and presentations to stakeholders, providing insights on operational performance and CX opportunities
  • Manage cross functional partnerships and insights from customers in French speaking regions
  • Serve as the primary point of contact for escalations of customer issues from those regions

Skills:

  • Motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base, including a deep passion for products within the broader crypto space.
  • 6+ years of proven experience in Program Management, Customer Support Operations or Product Operations
  • Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously
  • Track record of developing and implementing mechanisms that enabled quality to scale 10x
  • Excellent analytical and problem-solving abilities, with a data-driven mindset
  • Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
  • Highly flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization
  • Experience utilizing customer insights to drive improvements
  • Desire to better understand the unique needs of customers in French speaking markets
  • Fluent (written and verbal) in both English and French languages

Expected salary:

Location: USA

Job date: Tue, 30 Jul 2024 22:37:53 GMT

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