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.

 
 
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.