Solve IT Strategies is looking for a CX Program Manager. This role is Remote. CONTRACT 12 months

The Main Responsibilities of a person are:

• Develop and implement strategies to optimize customer service operations and drive continuous improvement
• Develop and propose Objectives and Key Results (OKRs) and develop detailed glidepaths to reach goals on a bi-annual basis but continually refine as needs of the business change
• Collaborate with various cross-functional teams, including (but not limited to) Operations, Product, Tooling, Analytics, Knowledge Management, Training and Workforce Management
• Act with urgency to ensure priority items are progressed through having a bias for action and focusing on the 20% of work that will get 80% of the impact Identify and analyze data, customer feedback and trends to identify areas for improvement and implement corrective actions
• Establish and maintain Standard Operating Procedures (SOPs) to ensure consistency and efficiency in customer service operations
• Stay up to date on industry trends, best practices and emerging technologies to drive innovation in CX Operations and Product
• Develop and deliver proposals and presentations to stakeholders, providing insights on operational performance and CX opportunities

Skills:

• 6+ years of proven experience in Program Management, Customer Support Operations or Product Operations
• Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously
• Track record of developing and implementing mechanisms that enabled quality to scale 10x
• Excellent analytical and problem-solving abilities, with a data-driven mindset
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
• Highly flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization
• Familiarity with Lean or Six Sigma methodologies
• Previous experience in Tech, Crypto, Finance or Fintech
• Advanced understanding of Google Apps, Jira or Salesforce
• Experience utilizing AI to transform operations

Skills:

Required

• ARTIFICIAL INTELLIGENCE
• PROGRAM MANAGEMENT
• CUSTOMER SUPPORT
• PROJECT MANAGEMENT
• BUSINESS OPERATIONS

Additional

• KNOWLEDGE MANAGEMENT
• FINANCE
• JIRA
• OPERATIONS
• SALESFORCE
• FINANCIAL PROJECT MANAGEMENT
• CUSTOMER SERVICE
• RETAIL SALES
• WELDING
• SIX SIGMA METHODOLOGIES
• PROBLEM-SOLVING
• SOPS
• PROPOSALS
• CUSTOMER SERVICE ORIENTED

Languages:

• English( Speak , Read , Write )