Senior Program Manager
- Expired: November 04, 2022. Applications are no longer accepted.
Senior Program Manager, Voice of the Customer About This Role Our client Voice of the Customer (VoC) program is aimed at doing just that: capturing the experiences, expectations, suggestions, preferences, and aversions of customers. Our clients gather and seek to understand customers' interactions with and impressions of our company. The organization strives to transform this information into actionable insights and deliver experience improvements to our customers.
The organization endeavor to cultivate a customer-centric culture at client organizations by being our customers' greatest advocates. The Senior Program Manager, Voice of the Customer reports to the Director of Digital Services and Customer Experience and is responsible for owning and building the client's Global VoC program. With a fiery entrepreneurial spirit and product development thinking, you will own the strategy and execution for building a global program across multiple marketplaces. The Senior Program Manager, Voice of the Customer will marry process rigor with technological innovation to scour numerous sources of customer feedback for meaningful signals, including customer contacts, social media, app reviews, content reviews, and more.
In the process, the Senior Program Manager, Voice of the Customer will forge strong relationships with key cross-functional partners and act on opportunities to help their teams dig deeper into our "Be Customer Obsessed” culture. About You You are Customer Obsessed. You seek to deeply understand the needs of your customers, both internal and external and strive to design and advocate for solutions that will delight them. You are Bright. You excel at understanding and diagnosing broken or frustrating customer experiences through qualitative and quantitative data and transforming it into compelling narratives to drive action.
You grasp new concepts quickly and are eager to learn anything that will create value. You also easily navigate the people aspects of a complex, global organization. You are Bold. You are a self-starter, taking the initiative to influence others and drive progress with minimal direction.
You are not afraid to challenge the status quo, applying strong business judgment to find Client solutions to problems. You thrive in a culture of empowerment, innovation, and rapid change. You are Passionate. You are excited to drive existing opportunities and Client new ones. You imbue a passion for excellence into everything you do, not only raising the bar but also having fun along the way.
Most importantly, you can't wait to be part of a customer-centric revolution! You are Agile and have a Bias for Action. You prioritize quick actions with frequent reassessment and adaptation of plans and live by the motto of "progress not perfection.” Key Responsibilities Program Growth – Own vision and execution strategy for building a global program in line with stakeholder needs. Develop and execute plans to progress the maturity of the program across multiple marketplaces.
Track and measure the success of the program. Drive awareness of the program across the company. Product Development – Demonstrates a product-based mindset to deliver value for our customers – prioritizing continuous evolution, data-driven decisions, and customer delight. Own the development of our VoC products – specific dashboards, deep dive analysis, market research, etc.
to support our stakeholders. Continue to iterate on the services the team provides to align with the changing needs of our primary stakeholders and their research needs. Regularly review metrics and proactively seek out new and improved data/mechanisms for visibility and impact analysis. Customer Advocacy – Be the expert on customer experience (CX) opportunities and relentlessly advocate for CX improvements.
Evaluate the impact of potential CX improvements and work with relevant stakeholders to determine the level of effort. Share significant findings from customer feedback in key decision-making forums to prioritize CX improvements on the roadmap. Collaborate – Maximize the value of VoC research by partnering with other research and insights functions across the company. Collaborate with other functional teams within customer care to design and maintain VoC intake processes that are scalable and self-sustaining. Stakeholder Management – Manage relationships with multiple, global stakeholders across various departments (notably Product, Tech, Marketing, and Content). Understand business priorities and translate them into potential research topics. Innovation – Identify organizational needs that may require the program to develop new products and outputs.
Research, evaluate, and build plans to incorporate new technologies into the program. Basic Qualifications 5+ years experience building cross-functional programs or 3+ years of experience with an MBA 5+ years of experience managing teams of 3 or more 5+ years of experience successfully managing projects to completion, ideally with JIRA Experience owning program strategy and end-to-end delivery Experience defining and executing against program requirements Experience identifying key business questions and translating them into research activities Experience implementing repeatable processes and driving automation or standardization Experience managing, analyzing, and communicating results to senior management Experience using data and metrics to measure and drive improvements Strong interpersonal skills and the ability to build partnerships with key stakeholders Experience working with and communicating to directors and executives (e.g. verbal, written updates) Willing to undertake up to 5% of Domestic or International travel to work with global teams Preferred Qualifications Experience working in a business that is subscription-driven and/or focused on digital content (e.g. videos, games, apps, and/or music) Experience working in an organization focused on customer experience, preferably Customer Service Experience working with VoC-related technologies (e.g.
CallMiner, Sprinklr, AppBot) Experience creating and maintaining Wikis Knowledge of Lean and/or Six Sigma methodologies About the Company Our client is a company whose entrepreneurial spirit with a team of pioneers and inventors who are not afraid to disrupt the status quo and apply an innovative approach to everything they do—from revolutionizing an art form to enacting positive change in the cities and countries in which we operate. As the largest producer of audiobooks in the world, they are passionate about well-composed words that are artfully performed. The company’s consistent focus on technological innovation and superior programming has earned them many millions of habituated subscribers. The company’s People Principles celebrate who they are and where they have been, and guide the way they work shoulder to shoulder to enhance the lives of their millions of customers.
They reflect and apply to everyone who works with our clients. The entrepreneurs and operators, the dreamers and the doers, those who have worked there for 20 years, and those who have arrived in the past few weeks and months. #ZR1
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