Customer Program Manager (Tech MNC / Trust & Safety / UP14K)

Customer Program Manager

A leading tech MNC

The Opportunity

• Adecco is partnering our client, one of the world's largest tech organizations
• We are looking for a Customer Program Manager
• The role will start out as a contract
• Candidates who are immediately available/ able to start work within short notice will be preferred

The Talent

• 7 years of experience in a customer or client-facing role.
• 5 years of experience managing operations, trust and safety, policy management or related duties
• Strong investigation skills, customer acumen, customer empathy, and experience with customer support and handling sensitive escalations.
• Strong in documentation
• Experience in Digital Media/Tech/eCommerce/Online Community environment
• Experience with data analysis and reporting skills will be a plus

Job Description

• Drive creation of or maintenance of SOPs, process maps, workflow documentation, help resources, and relevant training and certification programs.
• Drive contributions to execution of projects to generate impact and solve scaled operations problems. Partner with relevant teams on project scoping, execution, and management.
• Drive tracking and analysis for trends of operational characteristics in process or workflow performance and identify opportunities to improve operational procedures (e.g., manage utilization, eliminate non-productive activities, create cross-site efficiencies, influence automation and robotics enhancements).
• Drive supplier/internal selection processes, onboarding processes, performance reviews, and progress evaluations relating to a specific project or effort that are integrated into overarching project.
• Identify proper metrics, ensure use of proper data, display data in dashboards, and optimize dashboards.
• Develop, publish, and communicate operational metrics/KPIs.
• Drive provision of feedback to service providers and internal stakeholders on how processes/products may be improved to simplify complex workflows and scale the operation. Drive work with partner teams (e.g., service provider teams, internal teams) to set and implement process improvements and changes. Drive the definition and implementation of workflow efficiency scoring frameworks to proactively and retroactively identify gaps in execution.
• Drive customer experience for end-to-end programs, policies, and operations.
• Drive operations (that are in compliance with legal, risk, financial, privacy guidelines) with supplier/internal partners by driving operational leadership to the workflow and engaging service provider teams to ensure supplier/internal teams are operating effectively. Drive development of operations review process to gain insights into performance and proactively identify solutions before issues occur. Strategize closely with quality specialists or directly with suppliers, depending on the vertical, to ensure that suppliers are meeting SLAs and PRDs and deliver business reviews summarizing supplier performance and exchanging feedback on overall scaling strategy.
• Drive question resolution within SLA, resolve employee query exceptions and escalations, manage resolution of employee-facing queues, determine highest volume ticket types and streamline/eliminate accordingly.
• Drive relationships with stakeholders, helping them understand policies and processes and assisting other stakeholders on escalations/exceptions.
• Drive sharing and scaling of successes, opportunities for improvement, best practices, and learnings internally and externally as appropriate (e.g., case studies, industry events, training contributions).
• Drive meetings with stakeholders to identify business objectives and requirements for operations. Drive contributions to delivery of business requirements with the right supplier/internal strategy (right MSP, right location at the right cost, budget).
• Drive the ideation, launch, and scaling of solutions that improve operational efficiency, customer experience, and/or success metrics (e.g., cost savings, capacity planning, time savings) at a pod, market, regional, or global level.
• Drive management of strategic relationships with key stakeholders to deliver or manage operations and processes.

Next Step

• Prepare your updated resume (please include your current salary package with full breakdown such as base, incentives, annual wage supplement, etc.) and expected package
• Send your resume to Xinyang.liu@Adecco.com
• All shortlisted candidates will be contacted

Liu XinYang

EA Licence Number: 91C2918

Personnel Registration Number: R1988872