Program Manager

Job Title: Program Manager

Location: Sandy, UT (Hybrid, 2 days in office)

As a program manager within R&D customer advocacy group, you’ll collaborate with Engineering and Product teams to advocate for our customers in ways that create a delightful experience. You’ll champion the introduction, enhancement and adoption of processes that bring efficiency and drive a customer-focused environment. You’ll also work closely with customer facing teams to better understand the needs of the customer and improve our effectiveness in cross-team collaboration for a smooth and seamless workflow when addressing customer issues.

• Be a trusted point of contact regarding R&D updates and processes, and engage resources across several teams to drive resolution for customer issues

• Proactively identify methods to improve customer satisfaction – sharing insights with key stakeholders

• Develop and maintain an effective and productive relationship with internal customers, partners and stakeholders
• Oversee incoming bugs for assigned Products/R&D Teams and ensure they are managed and prioritized appropriately, ensuring adequate progress toward resolution within operating level agreements.
• Demonstrate a working knowledge of CXone products and associated technologies
• Be characterized by a customer-focused perspective that accelerates resolution of difficult issues.
• Monitor for timely, articulate, effective and substantive updates via our bug management system and help others to do the same.
• Identify repeat or chronic issues and develop and manage plans to correct root cause. Work cross-functionally to engage others in plan execution.
• Use analysis tools to understand customer voice across listening points and track related metrics

• Consolidate multiple sources of data to highlight gaps and make informed recommendations

• Partner with stakeholders and customer facing teams to organize and lead multi-participant calls, including critical and difficult escalations with senior executive and/or customers
• Champion our internal collaboration processes used for issue resolution, improving the effectiveness and efficiency of the process.
• Provide effective triage assistance on reported issues, and enable efficient communication as needed to drive issue resolution
• Own process improvements that will increase customer satisfaction and personal effectiveness

• Review customer feedback and monitor ‘hotspots’ of customer experience
• Monitor triggers of experience changes including major releases, product launches and outputs from team members
• Monitor, track and measure impact of recommendations

• A potential for weekend, holiday, and on call duties as required.

To Land This Gig You'll Need:

• ​Bachelor's degree in technology-related field or equivalent experience.
• 5-7 years in a Technical/Service role in software, or in customer service, call/contact center and/or service delivery
• Demonstrated technical problem-solving proficiency
• Excellent analytical and advanced troubleshooting skills
• Excellent verbal and written communication skills
• Ability to work well in a fast-paced environment
• Proficiency in Microsoft Office applications
• Ability to work with little supervision and complete projects
• Broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport.
• Demonstrated organizational skills, including experience in project management

Bonus Experience:

• Analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter. ​
• Understanding of software development processes
• Ability to adapt quickly to change, think on your feet, communicate positively and work proactively
• Experience in customer-facing advanced technical support work, preferably in a tier 2/3 technical support role.
• Experience working with the software development life cycle
• Extensive industry experience including experience with a voice of the customer organization, understanding of the contact center business, as well as general market & business trends
• Verbal and written communication is professional, assertive, articulate, and friendly while building confidence across all stakeholders you work with.
• Superior analytical and problem-solving skills while managing diverse and complex issues in high-pressure, complex, multi-platform/system/vendor environments.
• Proven ability to manage customer escalations utilizing appropriate internal and external resources.
• Demonstrated ability to work independently as part of a larger team.
• Ability to communicate effectively across all company teams such as Product Management, Research and Development, Quality Assurance, Professional Services and Executive/Senior Management teams to resolve technical issues.
• Building and maintaining tools for capturing and driving data-based projects