Voc Program Manager Jobs

Program Manager (Voice of Customer)

Remote

Contract role

Interview- Video

Pay- 65- 75/hr

Day to Day Responsibilities of this Position and Description of Project:

We’re looking for someone interested in learning more about what it takes to run a world class VOC program. This role sits within the Global Consumer Insights team, who provide the organization with guidance on how to improve the customer experience. In this role, you’ll be helping to support the daily operations of Global Customer Service VOC program. This role will include responding to stakeholder requests and inquiries, troubleshooting and triaging survey and data issues, designing survey logic, building/updating/maintaining dashboards, conducting light touch analyses, and working with a team to respond to the various needs of the business.

Preferred Skills

● Great verbal and written communication

● Troubleshooting

● Organization

● Logic

● Design

● Customer centricity

● Curiosity

● Self-motivated

Preferred Experience

● Customer service

● Technical support

● Novice programming/coding

● Project/program management

● Survey design/distribution

● Qualtrics familiarity a plus

Role Requirements

- Create weekly Spotlight Dashboard usage reports, offering insights and suggested report configuration updates.

- Manage external agency’s support (TAM) team to identify and quickly resolve escalated data and reporting issues, be the primary source of communication on status to the org

- Manage VOC inbox throughout the year executing consistently with regards to response times and detail. Escalating directly to other parts of the business where needed and taking point to ensure resolution.

- Partner with Tools Access / eWatch to improve triage and referral processes.

- Ensure all documentation remains relevant and up to date by monitoring patterns of queries coming into the VOC inbox to and creating new content as required.

- Ensure Survey Consistency and Stability by working with VOC and CS Tech colleagues to review alert notifications and refine distribution to ensure optimal efficiency and reduce spam.