Key Responsibilities

Customer Journey Optimization: Analyze customer interactions to identify gaps and opportunities for improvement.
Cross-functional Collaboration: Partner with Sales, Marketing, Product, Engineering, and Logistics teams to enhance the overall customer experience.
Process Improvement: Identify inefficiencies in CX operations and lead initiatives to improve metrics such as First Contact Resolution, CSAT, and Customer Effort Score .
Self-Service Automation: Drive strategies to reduce customer contact rates by enhancing the Help Center, Chatbots, and other automation tools.
Project Management: Lead CX transformation projects from ideation to execution, ensuring timely delivery and measurable impact.
Data-Driven Decision-Making: Use customer insights, feedback, and analytics to implement initiatives that enhance satisfaction and loyalty.
Stakeholder Communication: Regularly update leadership and key stakeholders on progress, challenges, and CX improvements.

Required Qualifications

10+ years of overall experience, with at least 3 years in a customer experience-focused program management role.
Strong analytical and problem-solving skills to identify and address customer pain points.
Experience working with cross-functional teams to implement customer-centric solutions.
Knowledge of CX metrics, analytics, and process improvement methodologies.
Ability to manage multiple projects simultaneously while meeting deadlines.
Strong communication and presentation skills to influence stakeholders across departments.
Experience in reducing customer support contact rates via self-service solutions.
Technical background and familiarity with Zendesk or similar CRM tools are a plus.
Comfortable working in dynamic, fast-paced environments with evolving business needs.
Openness to working evening/night shifts to align with USA business hours.

Senior CX Program Manager