Role Description

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

Responsibilities

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

Requirements

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