iManage
iManage is a leading provider of a knowledge work platform that enhances productivity, collaboration, and security for organizations worldwide. Their platform features document and email management, security and governance, risk and compliance, legal transaction management, and AI-powered services to activate knowledge within business content and communications. iManage's partnership with Microsoft further strengthens their offerings, and their cloud-native platform ensures secure and reliable operations. Serving industries like law firms, financial services, and other knowledge-driven sectors, iManage focuses on unlocking the full potential of organizational knowledge.
Senior CX Escalations - Risk Program Manager
3 days ago
🇺🇸 United States – Remote
💵 $122k - $188k / year
⏰ Full Time
🟠 Senior
📋 Program Manager
🦅 H1B Visa Sponsor
iManage
iManage is a leading provider of a knowledge work platform that enhances productivity, collaboration, and security for organizations worldwide. Their platform features document and email management, security and governance, risk and compliance, legal transaction management, and AI-powered services to activate knowledge within business content and communications. iManage's partnership with Microsoft further strengthens their offerings, and their cloud-native platform ensures secure and reliable operations. Serving industries like law firms, financial services, and other knowledge-driven sectors, iManage focuses on unlocking the full potential of organizational knowledge.
📋 Description
• Driving and managing key initiatives within the Customer Experience (CX) Risk & Escalation Management team • Monitoring, managing, and reporting on risks and escalations impacting customer satisfaction • Developing and maintaining dashboards and KPIs to track performance and provide insights • Identifying opportunities for process optimization and automation
🎯 Requirements
• A minimum of 7+ years experience in technical operations or issue management in a SaaS environment • A passion for designing processes that scale, and digging into complex customer issues • Strong and empathetic listening skills • Excellent business communication, organizational and project management skills • Ability to build trust with key stakeholders to drive effective resolution • High level of resourcefulness to independently seek out resolutions • Strong computer skills • A Bachelor's Degree or equivalent experience
🏖️ Benefits
• Comprehensive Health/Vision/Dental/Life Insurance • 401k Retirement Savings Plan with a company match up to 4% • Enhanced leave for expecting parents: 20 weeks 100% paid for primary leave, and 10 weeks 100% paid for secondary leave • Flexible time off policy • Multiple company wellness days each year • Access to RethinkCare
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