Vacancy expired!
Program Manager - Voice of the CustomerLocation: Salt Lake City, UT
As a program manager for voice of the customer you'll work directly within Engineering collaborating with Engineering and Product teams to advocate for our customers in a way that creates a delightful experience. You'll champion the introduction, enhancement and adoption of processes that bring efficiency and drive a customer-focused environment. You'll also work closely with customer facing teams to better understand the needs of the customer and define ways to improve our effectiveness in cross-team collaboration for a smooth and seamless workflow when addressing customer issues.- Be a dedicated point of contact for internal teams regarding R&D updates and processes, and engage resources across several teams as needed to resolve customer issues
- Investigate customer experiences and make recommendations of how to improve customer satisfaction - sharing insights with key stakeholders
- Develop and maintain an effective and productive relationship with internal customers, partners and stakeholders
- Oversee incoming bugs for assigned Products/R&D Teams and ensure they are managed and prioritized appropriately, ensuring adequate progress toward resolution within operating level agreement targets.
- Demonstrate a sufficient working knowledge of CXone products and associated technologies, especially those developed/supported by their assigned teams
- Provide a customer-focused perspective that accelerates resolution of difficult issues.
- Monitor for timely, articulate, effective and substantive updates via our bug management system and helps others to do the same.
- Identify repeat or chronic break/fix issues and develop and manage plans to correct the root cause. Work cross-functionally to engage others in plan execution.
- Use analysis tools to understand customer voice across listening points
- Consolidate multiple sources of customer voice and evidence to highlight gaps and make recommendations for resolution in stakeholder appropriate formats
- Partner with stakeholders and customer facing teams to organize and lead multi-participant calls, including critical and difficult escalations with senior executive and/or customer involvement driving toward a common goal of issue resolution.
- Champion the swarming process used for issue resolution, improving the effectiveness and efficiency of the process. Guide swarm activities as needed.
- Provide effective triage assistance to assigned products/teams on reported issues, and enable efficient communication as needed to effectively achieve issue resolution
- Participate in process improvement that will increase customer satisfaction and personal effectiveness
- Review customer feedback and monitor \u2018hotspots' of customer experience across allocated journeys
- Monitor triggers of experience changes including major releases, product launches and outputs from team members
- Monitor, track and measure impact of recommendations
- A potential for weekend, holiday, and on call duties as required.
- Bachelor's degree in technology-related field or equivalent experience.
- 5-7 years in a Technical/Service role in software, or in customer service, call/contact center and/or service delivery
- Demonstrated technical problem-solving proficiency
- Excellent analytical and advanced troubleshooting skills
- Excellent verbal and written communication skills
- Ability to work well in a fast-paced environment
- Proficient in Microsoft Office applications
- Able to work with little supervision and complete projects
- Working technical knowledge of contact center software/design/functionality
- Broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport.
- Demonstrated organizational skills, including experience in project management
- Analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.
- Extensive understanding of software development processes
- Ability to adapt quickly to change, think on your feet, communicate positively and work proactively
- Experience in customer-facing advanced technical support work, preferably in a tier 2/3 technical support role.
- Experience working with the software development life cycle
- Extensive industry experience including experience with a voice of the customer organization, understanding of the contact center business, as well as general market & business trends
- Verbal and written communication is professional, assertive, articulate, and friendly while building confidence across all stakeholders you work with.
- Superior analytical and problem-solving skills while managing diverse and complex issues in high-pressure, complex, multi-platform/system/vendor environments.
- Proven ability to manage customer escalations utilizing appropriate internal and external resources.
- Demonstrated ability to work independently as part of a larger team.
- Ability to communicate effectively across all company teams such as Product Management, Research and Development, Quality Assurance, Professional Services and Executive/Senior Management teams to resolve technical issues.
- Building and maintaining tools for capturing and driving data-based projects
Vacancy expired!