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This position will support the end-to-end Customer Experience operations of the Global CX program. Must be able to understand the nuances of business operations and customer types/ personas across business units and international markets. Additionally help the teams program manage the key strategic initiatives across the key Executive Team pillars.
Strong Project management skills to lead projects to completion on time and within budget, and communication skills to ensure dashboard management, feedback closed loop process and survey management across business teams where there is no direct reporting authority. Requires ability to effectively communicate across levels, business units and cultures.
Manage the Global NPS execution across US + top 12 international markets representing 85% of our business.
Lead key Global CX projects, managing timelines, milestones, risks and budgets for key strategic priorities across the executive team, supporting teams and the CX group
Manage ongoing and ad-hoc surveys, feedback and insight across initiatives ensuring that the projects meet expected outcomes and stated business and technical objectives
Manage projects end-to-end from concept to delivery to achieve agreed upon results. Gain stakeholder buy-in, approval and commitment throughout the project life cycle. Effectively utilize tools to communicate project status, critical path items, gaps, and key milestones. Implement sustainment strategies in partnership with process owners and stakeholders
Partner with all business areas, including all Business Units, Customer Care, Global Manufacturing Services, Logistics, Information Technology, Procurement, etc. to assist in driving improvements. Link ideas and people who may not otherwise interact.
EDUCATION AND EXPERIENCE
8+ years industry experience
Master’s degree from an accredited college/university
Fluency in English required, other languages a plus
Project Management Professional Certification. Handle multiple projects while meeting aggressive timelines
Proven track record of successful project execution of innovative solutions that have had direct impact on the bottom line.
Set aggressive but realistic plans and expectations, manage and resolve challenges and deliver consistently against planned dates, budgets, and business results.
Demonstrated experience supporting cross functional project teams in a matrix environment to achieve program goals. Demonstrates an ability to work across various cultures and geographies.
Highly analytical and creative problem solver with ability to execute ideas and stay focused on the end goal
Flexible and adaptive, ability to be highly effective in different kinds of projects
Proven history of being resourceful, self-motivating, ability to operate with limited direction and prioritize based on business value.
Self-starter with attention to detail
Strong organizational skills and ability to manage time effectively
Change management and process improvement experience
Strong oral and written communication skills
TECHNICAL SKILLS REQUIREMENTS
- Project Management certification
- Qualtrics and TextIQ
- Analytical skills
- Project management tools
- MS Office
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