Job Description
Job Description
Solve IT Strategies is looking for a Program Manager, International CX Programs . This role is remote.
The Main Responsibilities of a person are :
- Develop and implement strategies to optimize customer service operations and drive continuous improvement
- Collaborate with various cross-functional teams, including (but not limited to) Operations, Product, Tooling, Analytics, Knowledge Management, Training and Workforce Management
- Act with urgency to ensure priority items are progressed through having a bias for action and focusing on the 20% of work that will get 80% of the impact
- Identify and analyze data, customer feedback and trends to identify areas for improvement and implement corrective actions
- Establish and maintain Standard Operating Procedures (SOPs) to ensure consistency and efficiency in customer service operations
- Stay up to date on industry trends, best practices and emerging technologies to drive innovation in CX Operations and Product
- Develop and deliver proposals and presentations to stakeholders, providing insights on operational performance and CX opportunities
- Manage cross functional partnerships and insights from customers in French speaking regions
- Serve as the primary point of contact for escalations of customer issues from those regions
Skills :
- Motivated by Coinbase's mission and crafting a seamless support experience for our global customer base, including a deep passion for products within the broader crypto space.
- 6+ years of proven experience in Program Management, Customer Support Operations or Product Operations
- Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously
- Track record of developing and implementing mechanisms that enabled quality to scale 10x
- Excellent analytical and problem-solving abilities, with a data-driven mindset
- Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
- Highly flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization
- Experience utilizing customer insights to drive improvements
- Desire to better understand the unique needs of customers in French speaking markets
- Fluent (written and verbal) in both English and French languages
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