Crystal Equation
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Program Manager IV
Remote
Summary:
Program manager with experience and skill in leading initiatives for scaled customer support operations. Scope of responsibilities would be across the following four areas.
Program Manager with greater than 5 years of experience working in an operations environment to optimize performance. The ideal candidate should be mid-career with a decent amount of project management experience. More importantly, this person must have strong problem solving and analytical abilities. They should be able to work comfortably in unclear scenarios and make sense of ambiguity. Candidates with solid experience building support/service operations are likely to have the exposure and understanding of the customer support function that will help them succeed in role.
Minimum Qualifications:
Standardization and Adoption of Guidelines:
Accountability Measurements:
Leadership Insights Delivery:
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Pay range is $82 - $87 per hour with full benefits available, including paid time off, medical/dental/vision/life insurance, 401K, parental leave, and more. Our compensation reflects the cost of labor across several US geographic markets. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience.
THE PROMISES WE MAKE:
At Crystal Equation, we empower people and advance technology initiatives by building trust. Â Your recruiter will prep you for the interview, obtain feedback, guide you through any necessary paperwork and provide everything you need for a successful start. Â We will serve to empower you along the way and provide the path for your professional journey.
For more information regarding our Privacy Policy, please visit crystalequation.com/privacy.
Program Manager IV
1 Hacker Way Menlo Park, CA 94025 US
Posted: 10/25/2024
2024-10-25
2024-12-05
Job Number: 39871
Job Description
Program Manager IV
Remote
Summary:
Program manager with experience and skill in leading initiatives for scaled customer support operations. Scope of responsibilities would be across the following four areas.
Program Manager with greater than 5 years of experience working in an operations environment to optimize performance. The ideal candidate should be mid-career with a decent amount of project management experience. More importantly, this person must have strong problem solving and analytical abilities. They should be able to work comfortably in unclear scenarios and make sense of ambiguity. Candidates with solid experience building support/service operations are likely to have the exposure and understanding of the customer support function that will help them succeed in role.
Minimum Qualifications:
- 5+ years of experience in Program Management, 5+ years of experience working with cross-functional teams.
- 3+ years of experience working in an operations environment, 3+ years of experience in customer support, CAPM or PMP from PMI.
- Deploy new Support offerings, features, and product changes effectively across the operational landscape, including CAS, case ranking, resolvability, MMA, and commerce TASS.
- Collaborate with cross-functional teams to ensure smooth implementation and integration of changes.
Standardization and Adoption of Guidelines:
- Develop and enforce standards such as agents’ processes & protocols, vendor incentives, model sites, channel mix expectations, and taxonomy to ensure consistency and quality across all issue pods, tiers, and operations.
- Drive the adoption of these standards across different tiers and channels to maintain a uniform client experience.
Accountability Measurements:
- Develop and maintain KPI-based views for each pod (e.g., integrity, product) to measure and enhance performance. Integrate Support KPIs with issue team-specific KPIs to enable and monitor the end-to-end Advertiser experience across issue teams.
- Use these metrics to hold respective teams accountable and drive continuous improvement.
Leadership Insights Delivery:
- Provide critical insights around the Advertiser Experience to leadership forums such as GOBR and Data & Prios, influencing decision-making and strategy formulation.
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Pay range is $82 - $87 per hour with full benefits available, including paid time off, medical/dental/vision/life insurance, 401K, parental leave, and more. Our compensation reflects the cost of labor across several US geographic markets. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience.
THE PROMISES WE MAKE:
At Crystal Equation, we empower people and advance technology initiatives by building trust. Â Your recruiter will prep you for the interview, obtain feedback, guide you through any necessary paperwork and provide everything you need for a successful start. Â We will serve to empower you along the way and provide the path for your professional journey.
For more information regarding our Privacy Policy, please visit crystalequation.com/privacy.
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Ready to jumpstart your career in the vibrant heart of Menlo Park, California? Nestled in the bustling Silicon Valley, this dynamic region beckons with unparalleled growth opportunities and a thriving tech-centric environment. Unleash your potential in the epicenter of innovation, where companies like Facebook and Stanford University drive groundbreaking advancements. With the picturesque Stanford University, the iconic Menlo Park Caltrain station, and the bustling downtown area brimming with cafes and boutiques, this locale offers a blend of charm and modernity like no other. Explore career opportunities surrounded by the lush landscapes of nearby parks like Bedwell Bayfront Park or catch a game at the Stanford Stadium. Join us in discovering the endless possibilities that await in Menlo Park and unlock your career aspirations today!