Customer Care Program Manager

TITLE: Customer Care Program Manager

POSITION TYPE: Full Time (W2)

LOCATION: TX, NJ or Remote

ABOUT WorldLink:

WorldLink is a rapidly growing information technology company at the forefront of technical revolution. From custom software development to cloud hosting, from big data to cognitive computing, we help companies harness and leverage today’s most cutting-edge digital technologies to create value and grow.

Collaborative. Respectful. Work hard Play hard. A place to dream and do. These are just a few words that describe what life is like at WorldLink. We embrace a culture of experimentation and constantly strive for improvement and learning.

We take pride in our employees and their future with continued growth and career advancement. We put TEAM first. We are a competitive group that like to win. We're grounded by humility and driven by ambition. we're passionate, and we love tough problems and new challenges. You don't hear a lot of "I don't know how" or "I can't" at WorldLink. If you are passionate about what you do and having fun while doing it; tired of rigid and strict work environments and would like to work in a non-bureaucratic startup cultural environment, WorldLink may be the place for you.

For more information about our craft, visit https://worldlink-us.com .

WHO we’re looking for:

We are looking for a Customer Care Program Manager who will be responsible for driving change in how we develop Customer Service support experiences. You will be responsible for diving deep to understand the data and identify immediate and long-term opportunities where we can maximize value for customers and the business. You should also be comfortable in a fast-paced multi-tasked environment, with the ability to work with customer support, product management and engineering teams to influence prioritization and align roadmaps, manage all aspects of execution, drive continuous improvement, and build program mechanisms along the way.

You will own and execute complex projects and programs, and will be seen as a thought leader and innovator within the organization. The role will focus on driving change and establishing sustainable methods for scaling innovative support experiences

Role and Responsibilities:

• Track delivery against program objectives and implement proposals to improve program services and efficiencies.
• Ideate and drive strategic change across the broader Customer Care organization.
• Develop change processes associated with program rollout and ongoing support.
• Liaise with all departments to ensure relevant areas are engaged in time to develop deliverables within their area to support project deliverables. Support partner teams to refine processes and increase efficiency in line with program objectives.
• Scale existing programs to expand coverage of existing services or programs to additional domestic and international locations.
• Define and execute the project plan from design to release, securing resources, and managing implementation.
• Clearly communicate goals, roles, responsibilities, and desired outcomes.
• Scope and deliver complex programs end-to-end and drive and shape the overall program’s strategy and roadmap.
• Define business and systems requirements working with internal and external customers.
• Manage multiple internal and external, cross functional and remote stakeholders.
• Manage risks of projects/programs, identify mitigation options and develop operational plans working with stakeholders.

Required Experience and Education:

• 8+ years’ experience in program/project management, or consulting, preferably in customer experience management, customer support strategy and/or omni-channel strategy projects.
• Experience working with, engaging, and influencing multiple cross-functional teams and leaders
• Advanced knowledge of customer support digital technologies, protocols, and development tools/platforms for producing customer-facing support

Necessary Skills and Attributes:

• Ability to work in a fast-paced environment.
• Ability to document and tell stories of program strategy and progress clearly.
• Ability to clearly communicate data insights to others.
• Demonstrated analytical and quantitative skills to back up assumptions and develop business cases.
• Limited supervision and the exercise of discretion.
• Ability to think strategically and creatively while executing methodically with high attention to details, operational excellence and ability to multi-task.
• Ability to adapt complex global company culture and demonstrate can-do attitude
• Excellent, structured written and verbal communication skills.
• Self-motivated individual with the ability to thrive in a team-based or independent environment.
• Detail-oriented with strong organization skills.
• Demonstrated ability to independently define, plan, deliver and measure programs with global scope or complexity.

Preferred Qualifications:

• Intuitive understanding of a superior versus inferior customer experiences, with ability to quickly assess the situation and identify solutions to improve/fix.
• MBA or advanced degree in an equivalent field, preferred.
• Background in Customer Service / Technical Support.
• Experience with Digital Customer Support technology strategy and operations
• Master’s Degree or MBA in a related discipline.
• PRINCE2/PMP Certification.
• Strong analytics or quantitative skills, A/B testing.

Physical Demands:

The physical demands described here are representative of those that must be met by contract employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the contract employee is occasionally required to stand, clean, crawl, kneel, sit, sort, hold, squat, stoop, stand, twist the body, walk, use hands to finger, handle, or feel objects, tools or controls, reach with hands and arms, climb stairs or ladders and scaffolding, talk or hear, and lift up to 20 pounds. Specific vision abilities required by the job include ability to distinguish the nature of objects by using the eye. Operate a computer keyboard and view a video display terminal between 50% - 95% of work time, including prolonged periods of time. Requires considerable (90%+) work utilizing high visual acuity/detail, numeric/character distinction, and moderate hand/finger dexterity.

Performs work under time schedules and stress which are normally periodic or cyclical, including time sensitive deadlines, intellectual challenge, some language barriers, and project management deadlines. May require working additional time beyond normal schedule and periodic travel.

WHAT we’ll bring:

During your interview process, our team can fill you in on all the details of our industry-competitive benefits and career development opportunities. A few highlights include:

• Medical Plans

• Dental Plans

• Vision Plan

• Life & Accidental Death & Dismemberment

• Short-Term Disability

• Long-Term Disability

• Critical Illness/ Accident/ Hospital Indemnity/ Identity Theft Protection

• 401(k)

WHAT you should know:

Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. WorldLink is an Equal Employment Opportunity and Affirmative Action employer. All employment at WorldLink is decided on the basis of qualifications, merit, and business need. We endeavor to continue our footprint as a diverse organization by highlighting opportunities for all people. WorldLink considers applicants for all positions without regard to race, color, religion or belief, sex, (including pregnancy and gender identity), age, national origin, political affiliation, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. People with disabilities who need assistance with any part of the application process should contact us.

This job description is designed to cover the main responsibilities and duties of the role but is not designed to be a comprehensive list of all.