Are you looking for a New Job or Looking for better opportunities?
We got a New Job Opening for
Full Details :
Company Name : The Mom Project
Location : Sunnyvale, CA
Position : Customer Support Project Manager
Job Description : Our Customer’s mission is to give people the power to build community and bring the world closer together. Through their family of apps and services, they are building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together.
We are seeking a Customer Support Project Manager on a contract basis to help support our Customer’s business needs.
What You’ll Do:
Liaison between the business and contact center operations (BPOs).
Actively manage partner delivery against them Implement tracking mechanisms to support business understanding of key contact drivers and their root causes.
Analyze and utilize data related to contact drivers, NPS, CES, FCR, CSAT, and other channels to drive continuous process and program improvement.
Work with IT and Infosec to ensure partner compliance with established security requirements.
Work with Global Outsourcing to ensure periodic partner benchmarking is performed Identify, elevate, and drive opportunities to improve partner worker engagement, operational efficiency, and customer effort reduction & clearly communicates progress of initiatives.
Communicate qualitative and quantitative input from partner support channels and publish weekly CS KPIs and reports for a partner and internal consumption.
Work dynamically and cross-functionally to escalate and resolve issues and assist with developing and executing program requirements.
Must-Haves:
3+ years of experience in customer-facing communications, community management, customer service, contact center management, and/or program management.
1+ year experience managing a partner relationship focused on customer support operations.
Great written/verbal communication and you’ve honed your listening skills.
Strong team player/teamwork focus.
Ability to develop and deliver presentations to any audience up, down, or across.
Incredible judgment and know-how to get the job done.
You take initiative and own the follow-up, follow-through.
You love data but also understand the human element and levers to pull with Customer Service.
You love to experiment, take calculated risks, measure, and learn fast.
Creativity and curiosity are part of your toolkit.
Collaborate effortlessly with internal and external partners.
You serve as the glue between the business and vendor operations.
Accountable.
Experience developing and managing processes as part of a customer support operations team, working cross-functionally with internal teams and stakeholders Experience running data analysis, including volume forecasting
Education:
BA/BS degree is preferred.
Hours & Location:
M-F, 40 hours/week. This role will be remote while COVID restrictions are in place. The expectation is to be on-site at our customer’s Sunnyvale, CA office once it is determined safe to do so.
All applicants applying for U.S. job openings must be legally authorized to work in the United States and are required to have US residency at the time of application.
Perks are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)
Health Benefits: Medical, Dental, Vision, 401k, FSA, Commuter Benefit Program
Accrued PTO: Up to 15 days per 12 months on assignment
New Child Benefit: Up to $4,000 for the birth or adoption of a child while on assignment (conditions apply)
Please note: In order to create a safe, productive work environment, our client is requiring all contractors to be fully vaccinated according to the CDC guidelines (please inform your employer if you need a medical or religious exemption). Prior to onboarding, contractors will be required to attest that they are fully vaccinated. Boosters are required to be received by March 28, 2022, or six months after receiving the final dose of the original vaccination series, whichever is later.. The expected Return to Office date is July 2022
This post is listed Under California jobs
Disclaimer : Localpublic.in works to publish latest job info only and is no where responsible for any errors. Users must Research on their own before joining any company