Program Manager, Customer Experience - Broadband

Strong practical experience in program and/or project management, gained through managing cross functional projects with customer experience and operations teams within the broadband industry. Excellent oral and written communications skills working with a range of stakeholders including the ability to influence, strategize and negotiate. Ability to think analytically and process information quickly, presenting it in a succinct and insightful format suitable for executives. Minimum of 8 years of experience in consulting and/or strategic planning and program management with a focus on operational improvements with a technology driven organization. Experience working within or supporting a customer operations organization with strong cross-functional partnering required. Deep knowledge of Call Center, Customer Communications, Field Tech Operations team experience required. Strong analytical and documentation skills; prior experience with process mapping and KPI tracking. Experience using LBGUPS to assess and drive strategic planning. PMP certification or equivalent experience. Direct hands-on proficiency with Microsoft Project, Smartsheet or other project management tools. Strong PowerPoint and Excel skills. Excellent Executive level written and oral communication skills. Bachelor’s degree required, MBA strongly preferred. PMP certification or commensurate experience desired. Certifications in line with this role desired such as change management, customer experience, AI and automation, and broadband industry training.

Assess customer experience pain points using data and LBGUPS methodology. Build Customer Experience strategy. Recommend and facilitate decision making of strategic plan and approach. Structure, manage, facilitate and provide hands on delivery of customer operations process improvement initiatives. Daily, hands-on program/project management throughout the program and project life cycle. Build and maintain program and project deliverables. Complete process maps, and associated KPI analysis. Establish risk management, escalation paths, and take corrective measurements. Facilitate and lead project meetings and manage stakeholders’ communication. Coordinate, manage and monitor the workflow of cross-functional teams. Drive progress by engaging and influencing cross functional participants. Function as owner of overall project plan and manage cross-functional resources. Consistently exercise informed judgment and discretion in matters of significance.