Customer Experience Senior Program Manager I

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Requirements:

• 7+ years of relevant experience.
• Prior project management experience (PMP is nice to have).
• Process management experience (lean six sigma black belt nice to have).
• Demonstrated understanding of customer care, fraud and merchant operations, processes and systems including key metrics.
• Good knowledge of how shared services operate.
• Experience in services, operations and/or sales.
• Prior experience in consumer lending or financial services a plus.
• Self-starter with strong sense of urgency and accountability.
• Excellent team player who is highly self-motivated, detailed-oriented, and enjoys learning new things.
• Skilled in focusing on desired results, determining what is important, clarifying next steps and prioritizing work effectively to meet deadlines and achieve desired results.
• Ability to make discretionary decisions based on research, with certain degree of creativity and latitude.

Responsibilities:

• Work in lock step with the product, engineering and operations team and lead cross-functional discovery and scoping sessions to bring structure and life to planned and ad-hoc initiatives around process optimizations and automations, expansion programs and/or efficiency improvements program.
• Create project scope, schedule and budget plans and manage the team projects execution.
• Identify project stakeholders managing expectations through the project lifecycle.
• Partner with cross-functional leads like process, knowledge and risks, training and development and service delivery leads and peer project managers to coordinate planning and oversee dependencies to successfully operationalize programs.
• Manage post-launch monitoring and ensure that the new products/merchants servicing cost and unit economics are within the expectation or in parity with the existing product lines.
• Drive project governance framework such as Working Groups and participate in the weekly business reviews to drive awareness, issue resolution and decision making.
• Establish and reinforce an analytical and data driven culture both within the team and across the company in partnership with Product, Analytics, Engineering and the broader business.
• Develop a communications plan setting out who is going to receive messages about the project, when and in what format.
• Project Risk, Issues, Actions & Dependencies including the processes for logging and tracking.