Non-Technical Program Manager – Loss/Fraud Prevention
| Company | Rue Gilt Groupe |
|---|---|
| Location | Boston, MA, USA, New York, NY, USA |
| Salary | $110000 – $115000 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level, Senior |
Requirements
- Bachelor’s degree
- Proficient in relevant computer applications
- 3-5 years of program/project management experience in customer experience
- Previous ecommerce or retail experience
- Strong listening, written and verbal communication skills with an ability to adapt to different audiences
- Knowledge of customer service practices and principles
- Able to work collaboratively and cross functionally
- Experience using problem solving and analytical skills to solve business problems and drive process improvements
- Ability to work effectively with tight deadlines in a fast-paced environment
- Attention to detail and proven ability to manage multiple, competing priorities simultaneously
Responsibilities
- Plan, track, manage and report on all process improvement programs and larger company driven projects for Loss Prevention and Member Services
- Build a master project plan (MPP) that will show high level and detailed information on all ongoing and closed projects, to include separate Big Bets tracking
- Send regular program updates on each program in progress and facilitate lessons learned post launch
- Create individual project plans that show task level detail with ownership, due dates, and status
- Complete CS impact assessments for all program launches
- Document current state process flows and identify areas of change to meet program/project goals
- Document future state process flows
- Provide direction to business teams on change strategy, potential conflicts, and resolution paths
- Partner with CS to determine the appropriate level of communication and create a communication plan if one is required
- Work closely with tools/technology program manager to confirm program launch dates and readiness for deployment
- Ensure program launch information is communicated effectively to minimize any negative impact while supporting a high level of engagement and implementation
- Provide input into Go/No Go decisions on program launches to ensure MS organization is prepared
- Maintain knowledge management system to ensure only current information is available to agents and curate content for ease of search and consumption. Introduce best practices in knowledge management and improve upon existing content.
Preferred Qualifications
- Experience with Loss Prevention/Fraud preferred
- Ability to work independently as well as contribute to a team; be flexible, self-motivated, and proactive
- Six Sigma, Kaizen, Agile, or other Process Improvement methodologies
- PMP or similar certification
- Certification in Change Management (Prosci or other methodology)