Sr Program Manager – AV Delivery & Enablement

Sr Program Manager – AV Delivery & Enablement

Requirements

• 5+ years’ of professional work experience in a related field (operations, program management, consulting, strategy, or analytics)
• Bachelor’s degree

Responsibilities

• Design & execute high-impact initiatives that define the support experience for AV delivery users
• Improve operational performance by using a quantitative approach for issue identification, root cause analysis, and improvement rollouts
• Develop AV support operations procedures, issue workflows, policies and processes
• Optimize automated, self-service, and/or agent driven processes
• Work with tech partners to define technical requirements
• Develop customer, merchant, partner, and agent facing content including saved replies, help-articles and knowledge bases
• Develop escalation paths and procedures to ensure edge-cases are addressed
• Generate insights for the business and product teams

Preferred Qualifications

• Strong track record in customer experience strategy or customer service environment
• SQL proficiency
• Advanced proficiency in Excel/Google Sheets
• Ability to move and pivot quickly and thrive under pressure in a fast-paced, unstructured environment
• Strong problem solving and business judgment
• Strong analytical and critical thinking skills with the ability to use data to develop strategies and make decisions quickly
• Proven experience in working with diverse set of functions and stakeholders in complex organizational settings
• Prior industry knowledge or experience with Autonomous Vehicles
• Strong communication and presentation skills, including experience presenting data & insights to senior audiences
• Experience building deep, trust-based relationships with teams and cross-functional partners
• Experience building efficient processes that scale across a large organization