Program Manager, Customer Insights

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SquareTrade

WebsiteLinkedInAll Job Openings

501 - 1000

💰 $238M Private Equity Round on 2012-01

Description

• We are looking for a smart, driven individual to join our Business Operations team as a Program Manager, Customer Insights to lead our customer experience strategic efforts. • The ideal candidate is a highly analytical individual who will manage the strategic design, implementation, and optimization of customer experience programs and initiatives that ensure a best-in-class customer experience. • You’ll define and drive implementation strategy and requirements, build project roadmaps, and work closely with cross-functional teams to ensure the timely and successful launch of the projects. • You’ll also collaborate with these cross functional teams to identify improvement opportunities, focusing on streamlining processes and utilizing problem-solving to identify solutions. • You'll manage relationships with multiple stakeholders across various departments, while inspiring the organization to listen, understand and act on customer feedback. • This role reports into the Director of Business Operations and is responsible for improving the customer experience. • You’ll work on interesting problems that consider trade-offs between cost, schedule, and business benefit, and ensure successful delivery of features in production that meet customer experience needs. • You’ll map all relative touch points in the customer experience journey and identify gaps (addressing inconsistency, inefficiencies, best practices, emerging trends, etc), to create the optimal experience. • You’ll develop and maintain system/tools and process roadmap, and become the subject matter expert in the customer experience toolset, along with policies and procedures associated with those tools. • You’ll track the progress of the customer experience projects and coordinate efforts across the teams. • You’ll contribute to the global implementation of tools with a focus on world class support. • You’ll actively contribute to accelerating alignment between teams in order to drive more efficient processes. • With lots of variety in our ever-changing, fast-paced, entrepreneurial environment, we guarantee you won’t get bored.

Requirements

• BA or BS required. • 3+ years of work experience is preferred. • Preferred backgrounds include top performing management consultants, banking/PE analysts, or data science / analytics in a leading tech company. • Customer experience systems and best practices. • Ability to build strong cross functional relationships and present to business leaders. • Strong analytical skills to drive fact-based decision making. • A strong record of rolling up sleeves and tactical execution. • Prior experience using any platform gathering feedback or measuring sentiment. • Customer journey mapping experience. • Nice to have: SQL / Python / Tableau skills. • MS in Operations, Engineering, Business, Economics, Statistics, Data Science, Analytics, or other advanced degree from a top school.

Benefits

• Robust medical, dental and vision coverage with generous employer contributions tailored for our diverse workforce. • Inclusive fertility care plan. • Upto 4% company match into 401(k). • Open access to mental health benefits including 1:1 therapy, coaching sessions and digital resources. • $75 monthly allowance to support self-care and well-being. • Career experience programs, tuition reimbursement and unlimited access to online courses to support your professional growth. • Supportive leave policies including paid parental, grieving and loss, and domestic violence protected leaves. • Flexible paid time off plus a generous holiday schedule. • Paid volunteer time to give back to the community. • Hybrid work arrangements. • $80 monthly internet connectivity stipend. • Various corporate perks and discounts.