Community Support Program Manager

Community Support Program Manager

As a Community Support Program Manager, you are responsible for leading & implementing large-scale programs and projects that drive the strategic goals of the Community Support organization. You will work cross-functionally to improve Community Support productivity and efficiency, and do so with clear communication, efficient resource usage, and deep focus on overall project execution. You’ll play a critical role in bringing to life Community Support’s vision to build the world’s most loyal travel community through exceptional service.

Responsibilities

• Work with Community Support leadership to define, launch, and execute multiple strategic and operational initiatives at the same time.

• Lead & deliver large programs that have impactful and measurable outcomes.

• Accountable for planning and execution of global strategic priorities across all departments within the Community Support org.

• Collaborate cross-functionally across all levels of leadership on Community Support, Businesses, Platform teams, and Central teams to drive key programs and projects. Influence program strategy in service of the company’s high-level goals.

• Effectively manage change by influencing and communicating with key stakeholders. Anticipate risks associated with change management, and ensure creative and effective mitigations are available.

• Prepare presentations and clearly communicate program status and progress to large groups of project stakeholders and senior leadership within Community Support and in the broader company.

• Collect business requirements, and work with Product/IT stakeholders to assess and prioritize according to operational benefit.

• In collaboration with Community Support Leadership and Product teams, identify opportunities and advocate for product improvements and/or tools that support the team’s strategy and the needs of the customer.

• Regularly assess project risks and opportunities. Leverage best practices and continually drive process improvements, but work creatively to drive execution and simplification.

Skills & Competencies

• Strong leadership

• Proactive communication and interpersonal skills

• Strong stakeholder management

• Comfortable in an environment with ambiguity and minimal supervision

• Ability to anticipate risks & issues and proactively mitigate them

• Passion for exceptional customer service

Qualifications

• BA/BS degree. MBA or graduate degree in business or technical field preferred.

• 10+ years of project/program management experience, with a proven track record of quality delivery with emphasis on program management best practices and methods. Preferably in a high-growth high-volume service operations environment.

• Deep knowledge and experience using collaborative project management tools and processes (e.g. JIRA, Asana, Airtable, Smartsheets, Google docs, scrum, agile).

• Experienced in people and organizational transformation projects

• Experience working with Talent/Human resource teams within a Customer Service environment.

• Formal project certification an advantage (eg. PMI, PMP, Prince2)

• Experience managing large projects or deploying customer facing change in a call center environment an advantage

Pay Rate Range:

• $63-84/hr.