Program Manager, New Capabilities (Remote Opportunity)

About the Role

In this role you will be responsible for understanding program requirements, participating in devising tech-oriented plans, tracking progress, and managing stakeholders with a strong emphasis on communication. You will prioritize delivering a customer centric digitally enabled experience, which includes but is not limited to driving self-service/automation, workforce optimization, margin recovery opportunities and value enhancement. By providing front-line business support to quickly resolve issues for our customers, you should strive to minimize business disruption through guidance and communication of solutions to the problems business end users experience using our systems, tools, and reports.

What You'll Do

• Lead the Business Engagement strategy to support business user communities and project teams as they deliver new and enhanced capabilities and solutions

• Writing business case to provides justification for undertaking projects, programs or portfolios. To evaluates the benefit, cost and risk of alternative options and provides a rationale for the preferred solution.

• Provide leadership and alignment across various teams including Brand stakeholders, Product Management, Mission Control, Project and Technical engineering.

• Partner closely with Product Management to identify and prioritize technical support issues experienced by business end users and collaborate to drive resolution to minimize risk and business disruption.

• Identify areas of opportunities for optimization of processes and tools through research and analysis

• Drive operational excellence and recommendations on areas of opportunity throughout our contact center organization.

• Regularly influence leadership team strategy and initiatives, present information to leadership

• Responsible for planning, budget, and end results; sets policies for sub function/function.

Who You Are

• Expert analytical and problem-solving skills with strong critical thinking and business curiosity

• Strong strategic planning skills and ability to perform analysis at a low level of detail; identify risks and communicate goals

• Technical knowledge in specific domain areas including but not limited to Digital/eCommerce, Stores, Product to Market, Asset Management, Enterprise, Operational and Customer Insights

• Develop innovative solutions for complex situations in a fast-changing environment; cover a wide range of activities requiring complex judgments.

• Comprehensive understanding of the contact center technologies, as well as emerging technologies such as AI, bots and self-service.

• Contact center operational expert, versed in financial planning, operational reporting, contact center routing strategies and workforce management.