Role Description

This role partners with teams across the CX organization as well as vendors and cross functional partners in Sales, ITS, Growth, Marketing, Design, and Product. The role will program manage and drive day to day operations, enhancements (both technical and service level), and launches of scaled customer training experiences and programs from pilot, to early access, to production. The role will also manage ongoing service design and delivery enhancements, with high predictability and at pace, always keeping the customer at the center.

Responsibilities

• Create and handle plans for executing on Customer Education programs through to final implementation and hand-offs
• Actively handle changes in project scope, identify potential risks and devise contingency plans
• Manage service delivery processes for up and running programs for hundreds of millions of users and drive iterative improvements to online experiences through experimentation
• Develop and deliver progress reports, requirements documentation and presentations
• Work collaboratively to adapt existing plans and develop new project plans, processes and communication standards
• Partner with other teams to develop educational best practices and brand
• Partner with vendors and content team to define and monitor content maintenance plans, manage content catalogue, and define / enhance current and new processes
• Partner closely with CX Technology team to enhance and integrate existing technology infrastructure and processes to drive a delightful learner experience (including minimal friction authentication / authorization flow, and high availability platform performance)
• Integrate vendor project management plans into customer education program work plan(s) and roadmap-identify and communicate risks, issues and resourcing and manage mitigations and resources for project execution
• Drive the education program/product roadmap and drive execution that brings that roadmap to life
• Define, monitor and report on success and tracking metrics
• Define and implement customer education service design projects focusing on new customer’s experiences
• Design and facilitate cross functional design sessions
• Create prototypes and experiment plans to validate concepts
• Perform experimentation of service flows, prototypes, and systems and collaborate with customer analytics to evaluate results
• Lead and communicate research, design insights, and experiments across key cross functional stakeholders
• Develop technical requirements and system solutions for development to pass to internal and / or vendor development teams through business requirements documentation
• Collaborate with CX Program Management Office, education operations, cross functional partners, and vendor teams to make new customer education services and offers a reality
• Drive and work with Brand Design on the look, feel, functionality, integrity, and overall design of educational content and systems

Requirements

• 5+ years program and operations management experience, preferably with customer and / or partner (i.e. external) facing education products or services in dynamic, hyper-growth organizations
• Prior experience working with engineering and / or data analytics teams to report, continuously improve, and drive differentiated results, ideally for customer outcomes
• Passion for building great customer experiences
• Strong communication skills, both written and verbal; able to effectively develop materials that are appropriate for the audience
• Ability to prioritize and balance multiple strategic projects with business expertise and preferably familiar with agile product development cycle and tools
• Passion for operationalizing, reporting on, and continuously improving customer experiences at scale
• Consistent track record of successfully handling stakeholder relationships
• Highly organized, with proven ability to work autonomously and run multiple projects at one time
• Experience successfully navigating organization complexity at a global hyper-growth company
• Success in this role requires effective, conflict resolution, customer centricity, and excellent decision-making skills