Assistant Manager - Customer Experience - Fintech Firm

Our client is in need of passionate and committed people who think outside the box, to deliver solutions that are innovative and groundbreaking, but also secure, highly available and robust.

Looking for a Customer Experience person, who will be responsible for collaborating with product and service owners and their teams to ensure that their projects and launches will provide a positive customer experience and that customers and support associates are prepared to maximize the benefits of those changes. You will also identify and drive initiatives to improve the customer experience, and will measure and own the business results. This includes identifying and analyzing cost/benefit impacts.

In this high profile role, you will collaborate with numerous operational and software development teams - to identify, define, and specify solutions for the customer. You will build collaborative relationships with these partners, working closely with them to create and execute a thriving project roadmap. You will also prepare and present regular program updates to senior management. A successful candidate should be comfortable working within a highly matrix-driven multinational organization, exhibit solid organizational, communication, and negotiation skills, and have a strong customer focus.

Responsibilities

- Interact with stakeholders at multiple levels, and dynamically lead business, product and technical teams to define and deliver solutions.

- Identify and analyze data and anecdotal input from customer and support associates to identify and isolate issues, test solutions and prioritize competing program opportunities.

- Anticipate bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance the business needs versus technical constraints.

- Liaise with Account Management and Customer Support teams on relevant planning or service level management topics.

- Creation of Service Level Agreements (SLA), Voice of the Customer (VoC) program and other performance related metrics to understand, monitor and improve the customer experience.

- Provide guidance, feedback, and leadership to drive the customer support teams to achieve continuous improvement on all operational, quality, and satisfaction metrics.

- Ensure SOPs are in place and executed consistent with global processes and best practices.

- Create, maintain and disseminate project information to stakeholders and senior management.

- Define and deliver the service level reporting required for daily, weekly, monthly, monitoring and business reviews, and other necessary meeting and documents.

- Review product changes and new releases to ensure customer support team is aware of potential impacts and negotiate alternatives as required.

BASIC QUALIFICATIONS

- 5+ Years project / program management is required.

- 3+ years of experience leading project delivery for large, cross functional, projects.

- Specialized degree (BA/BS) or higher in a relevant field required.

- Excellent planning and execution skills. Meticulous and methodical, detail oriented with a demonstrated ability to dive deep and ask the right questions.

- Advanced knowledge of Excel, strong presentation skills, and the ability to motivate and inspire large groups of people

PREFERRED QUALIFICATIONS

- MBA or advanced degree in a quantitative field

- Experience with Six Sigma tools and Lean techniques

- Experience in a contact center environment with demonstrated progressively increasing responsibility

- Experience in online commerce operations

- Experience developing or testing online commerce products and technologies

- Ability to think and act both strategically and tactically

- Passionate about Customers

- Ability to work across cultures effectively, valuing diversity within virtual team.

- Strong negotiation skills with the ability to influence

- Naturally curious about how things work

- Proven experience of influencing other organizations where their support is critical

- Ability to work across groups managing individuals both directly and indirectly to achieve a common goal

- A good understanding of change management, the importance of it, approaches, key tasks and timelines

- Very strong team player with excellent interpersonal skills

- Excellent oral and written communication skills

- Proven track record of taking ownership and driving results

- Ability to juggle multiple priorities and projects

- Demonstrated ability to build quantitative models for forecasting and problem solving

- Proven track record of achieving insight through analytic or quantitative methods