Customer Journey Program Manager Jobs

Program Manager (Voice of Customer)

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

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

● Great verbal and written communication

● Qualtrics familiarity a plus

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

Three to five years of experience in business development/sales, automotive program management, account management or customer success

Interface with assigned customers to distill requirements, requests, and issues into actionable tasks for the greater cross functional teams

Communicate effectively with both internal and external senior managers to better understand customer needs and share learnings

Working knowledge of automotive and/or industrial product development cycles, supply chain interdependencies and commercial terms impacting revenue recognition

Experience successfully managing rigorous customers in automotive and industrial markets in competitive, dynamic, and fast growing automation.

Exceptional benefits: Medical, Dental, Vision, and more

A resume outlining your experience and education (if applicable) as it relates to the minimum qualifications of this position.

A healthy life/work balance by offering flexible schedules and telework options for most positions.

Possess strong technical knowledge and troubleshooting techniques to provided efficient support to customers.

Manage time and prioritize workloads effectively in order to resolve customer issues in a timely manner.

Continuously learn new skills and tools in order to stay current with the ever-changing technology landscape.

Experience using ticketing systems to track and document work.

Manage inventory of Information Technology (IT) resources

At least one year of experience providing system administration for Ocularis System

At least one year of experience providing Telephony Systems administration and support

Support network servers, business unit systems, and hardware infrastructure

Collaborate with stakeholders to identify and/or develop appropriate technology solutions

Train staff on IT processes and procedures and create documentation for the team

3 years Program Manager experience in Video Content Delivery & Storage industry required.

PMP Certification required, CSM preferred.

Interfaces to CCUR leadership to influence future Services product direction based on customer feedback.

Strives to improve overall efficiency of operations and processes.

Prepares, clear, sound, accurate, and informative written project plans/reports/presentations, containing findings, conclusions, and recommendations.

2-3 years of program/project management experience within a customer service environment

Certification in Change Management (Prosci or other methodology)

Experience using problem solving and analytical skills to solve business problems and drive process improvements

Plan, track, manage and report on all ongoing programs/projects for Customer Service:

Knowledge of customer service practices and principles

Attention to detail and proven ability to manage multiple, competing priorities simultaneously

Strong programming skills with proven experience in data analysis, statistical modeling, and predictive modeling techniques.

Utilize data analysis and predictive modeling techniques to optimize customer experiences, identify potential churn risks, and implement targeted retention strategies.

Experience with machine learning techniques and their application in driving sales growth and customer satisfaction is a plus.

Comprehensive Health & Wellness Benefits

Spear Education deeply values diversity and what it brings to our communities and our organization. 

Work closely with leadership teams to develop data-driven strategies that align with company objectives and drive organizational growth.

Engage with enablement partners on training & change management efforts when implementing new frameworks in the field to drive adoption

Experience mapping and managing customer journeys, incorporating data driven automation and digital 1:many approaches

Demonstrated experience in planning, implementing, and managing change initiatives in enterprise environments

Experience with Salesforce technologies and collaborating with Salesforce’s Customer Success Group

More details about our company benefits can be found at the following link:

Develop an innovation framework to support strategic experimentation

Assign coaches to various experiences, journeys and capabilities that need to be defined and documented.

Work with a team of Enterprise Architects, Strategists and Business consultants to define Customer’s business and technical requirements.

Work closely with the Capability Office, Scrum Teams and Assembly teams to ensure requirements are understood and build can occur.

Continue to grow the abilities of our Adobe team by mentoring and coaching on the tools and processes.

Serve as the single point of contact for the customer to coordinate with around the Journey Office

Responsible for customer satisfaction and managing expectations.

Manage customer sampling requirements in development, as well as critical issues and escalations

10+ years of professional experience in semiconductor industry server architecture and design

Strong written/oral communication, analytical, consulting, and organizational skills, with a proven ability to follow through on multiple tasks and priorities

Superior interpersonal skills, including professionalism, cooperation, listening and consensus building

Bachelor’s degree or equivalent practical experience in Engineering (Computer or Electrical) or another relevant field required

Master’s degree, Ph.D., or equivalent experience preferred

Guide complex Services engagements to successful outcomes using Program Management experience, planning and negotiation skills, subject matter expertise and industry knowledge

Proven experience in program management or complex project management with multiple workstreams

Strong organizational and time management skills, possesses a sense of urgency

10 years of experience in Program Management with an enterprise software and technology deployment focus

Experience with both Waterfall and Agile Project Management methodologies

Identify and manage project risk, escalate and interact with ANSYS and customer management of or status and issue resolution

Partner effectively operational teams including contact center workforce management, training and change management teams

Extensive Excel or SQL experience, bonus points for R or other programming skills

Manage multiple priorities in a face-paced environment with effective communication and thorough follow through

4+ years of experience in consulting, analytics, supply chain, or corporate strategy in a high-growth environment is a plus

Passion for customer experience, transformation, and acting as a change agent

Experience working with start-ups and/or industry bodies focused on innovation in customer service technologies

At least 5+ years of supply chain or operations management experience

Experience in forecasting and asset management Procurement experience

Bachelor's or Master's degree in Supply Chain Management, Accounting, Finance, Business or a related field

Leads analysis and reviews of customer maintenance operations and program requirements

At least 2+ years of direct customer interface experience

At least 2+ years of process improvement / development experience

5+ years of experience in Customer Experience, Process Improvement, Customer Relations, Project Management, Operations or Marketing

Skilled in VOC concepts and principles, with experience implementing VOC programs

Facilitate cross-functional insight reviews and action-planning meetings with internal stakeholders to drive customer and partner experience improvements

Proactively educates others on the importance of VoC, metrics, drivers, and customer experience

The ideal candidate will have a passion for customer experience and a desire to work for a mission driven organization

Strong business writing, presentation building and delivery, and executive briefings skills

Displays expertise in knowledge of engineering methodologies, concepts and skills and their application in the area of specified engineering specialty.

Collaborates with project stakeholders to identify product and technical requirements. Conducts analysis to determine integration needs.

Works with Quality Assurance team to determine if applications fit specification and technical requirements.

Displays expertise in process design and redesign skills. Presents and defends architectural, design and technical choices to internal audiences.

Other duties and responsibilities as assigned.

Trains junior Software Development Engineers on internally developed software applications.