Position Details
Program Manager Iv Customer Support Apply
As a Program Manager IV focused on Customer Support at Orange People, you will lead critical initiatives aimed at enhancing customer experience, streamlining support processes, and driving operational excellence. This role requires a seasoned program manager with extensive experience in customer support strategies, project execution, and cross-functional coordination. You'll collaborate with diverse teams to develop and implement support programs, optimize workflows, and analyze data to identify areas for improvement. If you excel in managing complex projects, have a passion for customer-centric solutions, and are driven by measurable results, this role offers an exciting opportunity to make a lasting impact on customer satisfaction and operational success at Orange People.
Program manager with experience and skill in leading initiatives for scaled customer support operations. Scope of responsibilities would be across the following four areas. Program Manager with greater than 5 years of experience working in an operations environment to optimize performance. The ideal candidate should be mid-career with a decent amount of project management experience. More importantly, this person must have strong problem solving and analytical abilities. They should be able to work comfortably in unclear scenarios and make sense of ambiguity. Candidates with solid experience building support/service operations are likely to have the exposure and understanding of the customer support function that will help them succeed in role.
Qualifications:
- Minimum Qualifications: 5+ years of experience in Program Management, 5+ years of experience working with cross-functional teams. Preferred Qualifications: 3+ years of experience working in an operations environment, 3+ years of experience in customer support, CAPM or PMP from PMI.
- Implement new support plans across the Advertiser Ops Ecosystem:
- Deploy new Support offerings, features, and product changes effectively across the operational landscape, including CAS, case ranking, resolvability, MMA, and commerce TASS.
- Collaborate with cross-functional teams to ensure smooth implementation and integration of changes.
- Standardization and Adoption of Guidelines:
- Develop and enforce standards such as agents' processes & protocols, vendor incentives, model sites, channel mix expectations, and taxonomy to ensure consistency and quality across all issue pods, tiers, and operations.
- Drive the adoption of these standards across different tiers and channels to maintain a uniform client experience.
- Accountability Measurements:
- Develop and maintain KPI-based views for each pod (e.g., integrity, product) to measure and enhance performance. Integrate Support KPIs with issue team-specific KPIs to enable and monitor the end-to-end Advertiser experience across issue teams.
- Use these metrics to hold respective teams accountable and drive continuous improvement.
- Leadership Insights Delivery:
- Provide critical insights around the Advertiser Experience to leadership forums such as GOBR and Data & Prios, influencing decision-making and strategy formulation.
Benefits:
- 401(k).
- Dental Insurance.
- Health insurance.
- Vision insurance.
- We are an equal opportunity employer and value diversity, equality, inclusion, and respect for people.
- The salary will be determined based on several factors including, but not limited to, location, relevant education, qualifications, experience, technical skills, and business needs.
Additional Responsibilities:
- Participate in OrangePeople monthly team meetings, and participate in team-building efforts.
- Contribute to OrangePeople technical discussions, peer reviews, etc.
- Contribute content and collaborate via the OP-Wiki/Knowledge Base.
- Provide status reports to OP Account Management as requested.
About us:
OrangePeople is an Enterprise Architecture and Project Management solutions company. Our most valuable asset is our people: dynamic, creative thinkers, who are passionate about doing quality work. As a member of the OrangePeople team, you will have access to industry-leading consulting practices, strategies & and technologies, innovative training & and education. An ideal Orange Person is a technology leader with a proven track record of technical achievements and a strong process/methodology orientation.
