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This position can be based in LIN11 or MAD12.
Company strives to be the world’s most customer centric company.
Company Customer Service (CS) is looking for an entrepreneurial, innovative, and customer obsessed Program Manager who is excited to lead and drive cross-organizational projects and initiatives for Company CS and excels at stakeholder management.
The PM will work in an entrepreneurial environment, collaborating with program owners to orchestrate all the moving pieces to ensure an excellent customer experience and successful and on-time delivery. In this role, you will work hands-on with a variety of business teams across different functions to deliver results while fostering input and participation from all levels of the organization.
The right candidate must have proven Program Management skills and be a self-motivated communications professional who can operate in a high-velocity environment and deliver high-quality results. In addition to this, the ideal candidate should have excellent communication skills (verbal and written) and the ability to work with diverse teams across various groups.
This role will allow you to explore ambiguous problems across Company and identify root causes that create poor customer experiences. You must strongly advocate on behalf of the customer, centering decisions and discussions from key leaders on how to best serve them. You must be able to rapidly understand complex business processes and identify the full range of impacts related to the customer experience. This candidate must be comfortable in ambiguous, experimental and innovative spaces.
Monitor overall program progress, anticipate risks, resolve issues, and initiate corrective action as appropriate
Identify, assess, track and mitigate issues and customer risks at multiple levels
Prioritize, communicate, maintain, and execute road maps, project plans, and commitments
Interact with Project Sponsors, Project Stakeholders and multiple business and technical teams to define and deliver complex features
Functionally decompose complex problems into simple, straight-forward solutions
Communicate strategies and progress with leadership on a regular basis.
2+ years of experience in project management
English, European Portuguese and Spanish language proficiency
Proven track record of taking ownership and driving results on a variety of projects
Demonstrated ability to manage multiple projects and competing priorities simultaneously
Strong written communication skills; this role will require the creation of content such as whitepapers and other written deliverables
Proven ability to create innovative solutions to solve real customer problems
Proven ability to think strategically and execute tactically
Proficiency in MS Access and MS Excel Office (including advanced functions such as importing & exporting data, pivot tables, and macros)
Business Analytics configuration, design and support
Demonstrated experience presenting to senior leadership
Experience in a customer service organization
Experience with agile or other program management methodologies
High level of comfort communicating effectively across internal and external organizations
Strong judgement and instincts
Solid Machine Learning background and familiar with standard speech and machine learning techniques
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