Sales & Customer Support Program Manager

Overview

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REI is looking for a fierce customer advocate, supporting our customer service and sales teams to drive exceptional experiences for our members throughout their journey with REI.

This Program manager supports our VOC / Customer Satisfaction program, identifying customer problems (friction) and providing critical insight to business leaders across the co-op.

Collaboration is at the core of this role as you partner with cross-divisional stakeholders (Marketing, Digital Product Teams, Supply Chain, BI, IT and others) to identify and solve customer problems.

Success relies on building strong relationships, developing compelling business cases, effectively communicating opportunities and impact with key partners and influencing prioritization and action across multiple teams.

Strong analytics skills and data literacy are a must to be able to inform business value and impact.

We believe that our customer support teams have a unique opportunity to represent our customers to the broader organization and leverage data to provide insight and identify critical opportunities that enable us to continue to differentiate REI and focus on our mission / purpose to help people spend more time outside.

Responsibilities and Qualifications

• Oversees the management of a portfolio of programs and projects that support divisional priorities and in-line with REI’s strategy.
• Develops requirements for programs and projects while continuously evaluating the needs of customers and employees. Identifies and provides recommendations for process and program improvements.

Research trends, opportunities, threats, competitors, and other factors that affect the program.

• Initiates, plans, and delivers medium to large cross-divisional, multi-year initiatives. Utilizes established project management methodology or where appropriate, partners with Project Manager(s) in leading / influencing project implementation.
• Ensures program quality and success through management of action items, issues, and decisions, assessing risks, initiating change requests, identifying resource needs, meeting deadlines for deliverables, and financial planning.

Appropriately escalate barriers to project managers and department leaders.

• Works with cross-divisional leadership to identify and close critical program gaps.
• Collaborates with the manager to ensure that each program is on strategy, on time and within budget.
• Identifies and provides recommendations for process and program improvements.
• Leads and develops programs and projects that transform process, policy and systems.
• Manages the progress of programs and projects and regularly communicates the project status to management and stakeholders.
• Facilitates and leads collaborative cross-functional meetings.

Qualifications

• 5+ years experience managing medium to large cross-divisional, multi-year projects with a business and technology focus
• 5+ years experience leading program development and omni-channel strategy
• 2+ years building and leading teams
• Certification in program management, process improvement (e.g., Lean, Six Sigma), and / or project management (e.g., PMP) preferred
• Familiarity with the system scope and project objectives, as well as the role and function of each team member
• Actively participates and collaborates with others on one's own team and across REI for the achievement of business goals

Closing

At REI, we believe the outdoors is for all. We are committed to becoming a fully inclusive, anti-racist, multicultural organization.

We know that there's strength in our diversity that each employee brings unique skills, experiences, and perspectives. Every day you are driving change, fostering a culture of respect, and knowing you're backed by benefits that support your whole life.

To work towards this commitment and fulfill our brand promise of inspiring and enabling a life outside for everyone, we seek employees who demonstrate different ways of working, create a sense of belonging, and actively listen and learn.

Pay Transparency

We are committed to practices that promote pay equity and transparency. As required by applicable Pay Transparency laws, REI provides a range of compensation for roles that may be hired in locations under these requirements.

Factors that may be used to determine your actual salary may include a wide array of factors, including : your specific skills and experience, geographic location or other relevant factors.

REI offers all regular employees a generous employee discount, access to health benefits, a retirement savings plan and accrued time off.

Click here for a detailed overview of benefits plans by employee profile.

Pay Range

$87,048.00 - $110,520.00 per yearPDN-9d08282f-2ddf-4327-a684-fdbc2abedc61