Senior Business Program Manager
FL, GA, ID, NC, TX, WA & MIFull-TimeSenior
Salary117399 - 171755 USD per year
Apply NowOpens the employer's application page
Job Details
- Experience
- 5+ years
- Required Skills
- SQLMicrosoft ExcelCRM
Requirements
- 5+ years of experience driving business impacting projects and programs with a track record of customer-centric transformational growth
- Experience owning and driving improvement in operational KPIs
- Strong analytical skills and the ability to leverage data from third party operations tools (e.g. CRM and phone contact tools) to solve business problems
- Advanced Excel skills (lookups, pivots, functions)
- Appetite to learn SQL in a short period of time (SQL skills preferred at entry)
- Demonstrated experience effectively partnering with diverse teams across complex organizations to drive outcomes
- Experience developing, implementing, and refining customer operations measurement methods and holding teams accountable to hitting ambitious cost to serve and customer satisfaction goals
- Clear track record of driving success in a highly quantitative environment
- Online marketplace experience (preferred)
- Startup experience (preferred)
- Highly effective at influencing intra- and interdepartmental decision-makers
- Excellent verbal and written communication skills
- Bachelor's degree (Master's degree preferred)
- PMP or other Project Management Certifications
Responsibilities
- Spearhead programs (new product initiatives, technology solutions, CRM and Telephony infrastructure optimization, etc.) that elevate customer satisfaction, reduce our cost-to-serve and improve our agents’ experience.
- Coordinate the execution of multiple cross-functional work streams to deliver a cohesive outcome.
- Leverage data to inform business decisions and analyze impact.
- Directly develop, own and drive efficiency and cost to serve programs that have tangible impact on metrics.
- Effectively decompose strategic goals into program strategy, operations workstreams and outcomes. Executes to deliver results.
- Narrate a strategy for ambiguous and unscoped programs; identifies multiple approaches, drives alignment around the best long-term value for Rover, and builds the plans to execute programs.
- Routinely review key milestones with senior managers and cross functional partners. Troubleshoots medium to major roadblocks and delays autonomously.
- Prioritize competing stakeholder requests and internal deliverables in a complex, fast-paced environment.
- Identify and track KPIs; inform stakeholders how the KPIs contribute to the performance of the team, department, and company.
- Operates with autonomy and discretion; is responsible for initiating or taking actions to resolve problems.
- Regularly influence interdepartmental policy and process and consistently partners with peers to influence cross-functionally.
- Design longer and/or perpetually-running, complex market tests with interdepartmental impacts.
- Work on significant and unique issues where no current best practices exist in the market.
- Support training and onboarding of team members; mentors/coaches in career development of Project and/or Program Managers.
View Full Description & ApplyYou'll be redirected to the employer's site
