Job Title: Community Support Program Manager Location: Fully Remote Duration: 17 Months Assignment Shift/Hours: 40hours/week, PST hours
Summary:
As a Program Manager in Community Support, you are responsible for implementing cross-functional and cross-platform programs that drive the strategic goals of the Community Support organization and client.
You serve as the bridge between critical business functions such as Community Support, Product/Platform, Design, Engineering, Policy and Shared Services teams, aligning stakeholders and shepherding teams through the process of bringing our strategic initiatives to life.
You will deliver on the end-to-end scoping, planning, execution, and launch of initiatives to achieve success for our product, hosts, and guests.
This high touch individual must come with experience working with seasoned executives and be able to work with and influence stakeholders throughout client.
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.
A Typical Day:
Build an understanding of how their program fits within the broader company initiatives, including cross-functional teams, related programs, and organizational ways of working. With guidance, synthesizes these various external influences and adapts program delivery to reach an ideal outcome.
With minimal guidance, drives a project vision and purpose by collaborating with cross-functional teams.
Manages cross-functional meetings and aligns stakeholders and teams to drive action plans and results.
Develops plans and monitors progress against the plan, communicates and effectively escalates issues and blockers with path to green recommendations
Evaluates existing governance structures and optimises or creates new ones for the program team, seeks leadership feedback.
Produces and revises documents and presentations that are leadership-ready, seeks guidance to refine as needed.
Communicates complex information or ideas at the right altitude for the audience.
Skills:
4+ years of broad experience in customer service across contact center operations, digital support, and contact center technology.
Experience managing and executing complex, cross-functional projects, ideally in a contact center and/or customer service environment.
Organized and collaborative Program Manager who inspires and motivates their team while driving results on time, and at high quality.
Understanding of technology use cases in customer service and contact centers.
Experience in creating project plans and business cases to show measurable impact of program, progress and project execution.
Ability to create compelling presentations and storytelling to executives.
Experience and ease interacting with and influencing senior stakeholders.
Proven ability to pivot and deal with ambiguous situations resulting in a structured outcome.
Exceptional collaboration, partnership and influencing skills with the ability to work in a global environment across multiple locations and time zones to drive consensus across teams.
Grace under pressure.
Education:
Bachelor's Degree or equivalent, preferably in related field.
Applicant Notices & Disclaimers
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At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 80.36/hr.
