Program Mgr, Customer Experience Transformation - Transportation

Job Description

Job Description

Company Profile

At Sand Cherry Associates, we excel in the design and delivery of strategic customer-centric initiatives through digitally-native, data-empowered solutions. Our client’s confidence in us is centered on exceptionally skilled, high-energy talent working with the support of the full Sand Cherry team. Finding the right match for this role is a critical aspect of continuing that success.

Overview

This role is a critical team member who is responsible for the program management and implementation of a Customer Experience and Operations optimization initiative for a highway and tolls company. The role will be responsible for end-to-end programming from strategic planning to prioritizing and structuring the initiatives, program, and project managing the overall implementation, to sequencing initiatives and ensuring risk mitigation. This position is on-site Tuesday – Thursday (Denver) and remote Monday and Friday.

Duties & Responsibilities

• Facilitate decision-making, sequencing, and alignment of the strategic plan and the overall approach to include timelines and resource needs.
• Structure, manage, facilitate, and provide hands-on delivery of customer operations process improvement initiatives through immediate, medium, and long-term improvements
• Daily, hands-on program / project management throughout the program and project life cycle
• Build and maintain program and project deliverables; complete project and program communication documents using PowerPoint, Excel, MS Project, and other tools.
• Complete process maps and associated KPI analysis in support of improvement initiatives
• Establish risk management, escalation paths, and take corrective measures
• Facilitate and lead project meetings and manage stakeholders’ communication
• Coordinate, manage, drive accountability, and monitor the workflow of cross-functional teams
• Drive progress by engaging and influencing cross-functional participants
• Function as the owner of the overall project plan and manage cross-functional resources, ensuring on-time delivery, meeting budgetary demands, and achievement of business goals
• Consistently exercise informed judgment and discretion in matters of significance

Requirements

Desired Skills and Experience

Candidates must have strong practical experience in program and / or project management, gained through managing cross functional projects with customer experience and operations teams.

Education / Certifications

Compensation

For individuals assigned and / or hired to work in Colorado, Sand Cherry Associates is required by law to include a reasonable estimate of the compensation range for this role. This compensation range considers a wide range of factors considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and delivery model. This is a 12 month engagement with an annualized salary of $125,000 - $150,000. Years of experience, level of education, geographic location, unique skills / qualifications for the specific role and potential certifications can be key factors in the final compensation for this role.

Benefits

Our team is unique — we are passionate about what we do. At Sand Cherry, our Consultants know they are impacting and shaping our clients’ industries. We recognize our employees for their contributions. Our culture is one of the most friendly and communicative in the consulting industry. Sand Cherry is not a top-heavy organization. We offer the opportunity to be part of a digital workforce. Discover the experience that only comes with self-responsibility in the workplace. Our team members manage their own workloads and are expected to deliver exceptional work for our clients. Professional career growth is one of our main priorities, as we affirm that investing in our Consultants and empowering our people will also deliver the best results and value for our clients.