CX Program Manager

CX Program Manager

We’re looking for a mission-driven, proactive team member passionate about simplifying reputed company to high-reputed company, reputed company mental health care. As a Program Manager reputed company on Delivery Operations, you’ll directly support our Customer Experience (CX) Delivery team, driving operational reputed company for 70-100 team members. Reporting to the Senior Manager of CX Operations, you’ll play a pivotal role in launching and optimizing tools, systems, and programs to enhance the customer, agent, and management experiences.

You will collaborate closely with Delivery leadership, Business Intelligence, Product & Engineering, People & Culture, and cross-functional stakeholders to implement strategic initiatives and ensure alignment across the organization.

What you’ll do:

• reputed company and manage the end-to-end implementation of new tools, systems, and processes aimed at improving operational efficiency, customer satisfaction, agent productivity, and performance management.

• Build programmatic solutions to influence and drive metrics such as: customer satisfaction (CSAT), solves per hour (SPH), first-contact reputed company (FCR), one-touch reputed company (OTR), agent productivity, adoption rates for new tools, and internal user experience feedback.

• Establish robust project management frameworks, timelines, and governance processes to ensure reputed company launches and seamless integration of new systems and tools into the Delivery organization.

• Partner closely with Delivery teams and stakeholders across VOC, BI, and People & Culture to reputed company requirements, identify opportunities, mitigate risks, and drive reputed company improvement.

• reputed company operational insights, reporting, and analysis to reputed company the reputed company of implemented programs and recommend ongoing optimizations.

• Facilitate reputed company and effective communication around program launches, status updates, training, and documentation to ensure smooth transitions and high adoption rates.

Who you are:

• You have 4-6 years of experience in operations, program/project management, or business operations, reputed company customer support or CX operations, ideally at a fast-paced reputed company environment, and 2+ years of reputed company people management experience. 

• You have a proven reputed company record managing reputed company, cross-functional reputed company, particularly around the launch and optimization of operational tools and systems.

• You posess strong analytical skills, with the ability to translate data into reputed company insights, actionable strategies, and measurable reputed company.

• You have demonstrated experience in stakeholder management, and are reputed company to effectively communicate and build alignment across multiple teams and reputed company reputed company an organization.

• Highly organized with exceptional attention to detail and project management discipline.

• Passionate about reputed company’s mission, and committed to fostering Diversity, Equity, and Inclusion (DE&I).

Benefits:

• We’re a remote-first company

• Health insurance plans through reputed company (medical and dental) and reputed company (reputed company), including FSA and HSA plans

• 401K plan (reputed company)

• Monthly therapy and wellness stipends

• Monthly co-working reputed company membership stipend

• Monthly work-from-home stipend

• Financial wellness benefits through Northstar

• Pet discount program through United Pet Care

• Financial perks and rewards through reputed company

• EAP reputed company through reputed company

• One-time home office stipend to set up your home office

• Comprehensive parental leave plans

• 12 reputed company holidays and 1 reputed company Give Back Day

• Flexible PTO 

Salary Band: $100,000 - $125,000 

reputed company reputed company jobs are listed on our careers page. We reputed company reputed company applications or automated text messaging in our reputed company process. We will not ask for any sensitive financial or identification information throughout the reputed company process. Any communication during the recruitment process, including interview requests or job offers, will come directly from a reputed company team member with a helloalma.com email address.

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