Introduction to blithequark
At blithequark, we are passionate about empowering every person and every organization to achieve more. With a global presence and over 18,000 employees worldwide, our Customer Experience & Success (CE&S) organization is dedicated to designing and implementing end-to-end customer experiences that set us apart from the rest. We believe in fostering a culture of inclusion, respect, integrity, and accountability, where everyone can thrive and grow. As a leader in the industry, we are committed to innovation, customer satisfaction, and making a positive impact on the world.
About the Role
We are seeking an experienced Business Program Manager - Digital Customer Success to join our Digital Customer Success Unit. As a product leader, you will be responsible for creating and delivering agile digital solutions that bridge the gaps between customer and partner needs and business outcomes. This role requires a customer-centric mindset, a data-driven approach, and a collaborative spirit to work with various stakeholders across the organization. If you are passionate about digital customer success and have a proven track record of driving business growth through innovative solutions, we want to hear from you.
Focus Areas
The focus areas for this role include:
- Bridge Gaps: Identify and address customer and partner experience gaps through agile digital solutions, accelerating business and customer outcomes.
- Customer Lens: Enable digital experiences that are aligned with customer needs, business priorities, and CSAM goals, and that optimize the value realization of digital capabilities.
- Hyper Focus: Develop and test 1-2 prioritized digital customer experiences per quarter, from ideation and design through to production PoC, in partnership with E&O Commercial Systems Technology [CST] and CSBI Data Science.
- Get to Scale: Land and expand each prioritized digital solution across solution areas, customer segments, and regions to magnify impact.
Responsibilities
As a Business Program Manager - Digital Customer Success, your responsibilities will include:
Partnership and Collaboration
- Build cross-team coordination and community of business and engineers to address challenges and opportunities in the areas of business and technology integrations, and to deliver technical solutions.
- Garners support with internal stakeholders for solution vision, strategy, and roadmap to gain buy-in and alignment.
- Engage with stakeholders to clarify requirements for a solution, work through evolving needs and experiences, discuss scenarios, and communicate successful features and user stories.
- Advocate and solicit input from others regarding priorities, deliverables, resources, and dependencies to deliver expected outcomes.
Solution Definition and Design
- Support the vision, strategy, and experience of a solution area for a domain area (e.g., hiring).
- Align technical solutions with overall business strategic objectives.
- Understand and translate the opportunity areas and problem statements into business requirements for all engineering teams working on the solution.
- Partner with Engineering Teams to design roadmap(s) for solution area(s) and develop technical solutions.
- Define the features and functionality of the solution areas for internal blithequark products and tools, and/or configure the design features of a solution.
Solution Delivery and Maintenance
- Partner with the Engineering Team to deliver solution areas and minimize variance between estimates and actual project outcomes.
- Conduct user acceptance testing and/or focus groups to determine the end-user experience and needs.
- Utilize success metrics to evaluate the performance of the technical solution.
- Engage in customer support to gather feedback by reviewing Voice of Customers (VoC) tools that informs performance of the solution.
- Develop a pathway to resolve any issues.
Thought Leadership
- Demonstrate expertise in technology landscape and business operations to ensure technical and business solutions are congruent and connected to provide the right business value.
- Stay up to date with existing and emerging technologies.
- Support providing trusted voice at the decision-making table for both business and technical teams.
- Identify challenges and opportunities with an in-depth understanding of the business, technology, and solution delivery.
Portfolio/Project Management
- Assist in tracking, coordinating, and communicating end-to-end project schedules for solution area(s).
- Assist in holding stakeholders accountable for following the schedule.
- Assist in tracking work, dependencies, and resources against project schedules to enable cohesive, connected user scenarios and utilizes finite resources to accomplish goals.
Qualifications
To be successful in this role, you will need:
Required/Minimum Qualifications
- Bachelor's Degree in Business, Operations, Finance, or related field AND 6+ years of experience in program management, process management, process improvement, or software development.
- OR equivalent experience.
- 3+ years of experience with using data, analytics, and/or metrics.
Additional or Preferred Qualifications
- Experience with end-user facing products and services, focus on UX.
- Experience with data analysis experience with Excel, PowerBI, SQR, R, Python/Pandas, or other tools.
- Experience in building large-scale solutions.
- Project management, leadership, and cross-group collaboration skills.
- Proficient written and verbal communication/presentation skills through all levels of organization, technical and non-technical.
- Analytical aptitude and track record of problem-solving and ability to think strategically.
- Experience with A/B testing is a plus.
What We Offer
At blithequark, we offer a competitive salary range of $115,000 - $200,300 per year, depending on location and experience. We also provide a range of benefits, including health insurance, retirement plans, and paid time off. Our company culture values diversity, equity, and inclusion, and we are committed to creating a workplace where everyone can thrive.
How to Apply
If you are a motivated and experienced professional looking for a new challenge, please submit your application, including your resume and a cover letter, to our website. We look forward to hearing from you.
Equal Employment Opportunity
blithequark is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, please contact us.
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