Customer Listening Program Manager

Company Description

Sandisk understands how people and businesses consume data and we relentlessly innovate to deliver solutions that enable today’s needs and tomorrow’s next big ideas. With a rich history of groundbreaking innovations in Flash and advanced memory technologies, our solutions have become the beating heart of the digital world we’re living in and that we have the power to shape.

Sandisk meets people and businesses at the intersection of their aspirations and the moment, enabling them to keep moving and pushing possibility forward. We do this through the balance of our powerhouse manufacturing capabilities and our industry-leading portfolio of products that are recognized globally for innovation, performance and quality.

Sandisk has two facilities recognized by the World Economic Forum as part of the Global Lighthouse Network for advanced 4IR innovations. These facilities were also recognized as Sustainability Lighthouses for breakthroughs in efficient operations. With our global reach, we ensure the global supply chain has access to the Flash memory it needs to keep our world moving forward.

Job Description

Leads Sandisk’ GCS Consumer Listening Program, using a variety of platforms and serving multiple digital channels to create a cohesive analysis of customer sentiment and opportunities for improvement. Champions the voice of the customer with multiple cross functional stakeholder teams and creates and tracks shared goals with those partners. Manages day to day operational execution of global channel management including but not limited to product reviews, social channels, listening platforms, and community forums.

Essential Duties and Responsibilities:

• Responsible for all aspects of GCS Customer Listening and 1:Many channel support programs from development/strategic direction through execution leadership and performance measurement and readout.
• Responsible for programmatic oversight of supplier execution and quality of 1:Many channel support and serves as primary internal and supplier resource related to this work.
• Responsible for preparing and delivering a monthly presentation that includes but is not limited to; KPIs for 1:Many Support Channels (social media and community), reputational performance (store review ratings).
• Responsible for preparing and hosting a quarterly customer feedback forum with internal stakeholders. Preparation includes but is not limited to deriving insights from multiple listening channels, making improvement recommendations, and serving as the primary POC to analyze insights. Forum will be used to communicate findings and driving suggested mitigation strategies with XFN team members, setting shared goals with those parties and influencing without authority.
• Responsible for installing additional listening posts across the customer journey, this could include engaging in sentiment solution evaluation, selection, and implementation.
• Responsible for driving improvements to the community forum platform, inclusive of feature and program expansion, solution selection, contract execution, implementation and daily operational oversight.
• Engage with Product Marketing, eCommerce team, GCS Digital Strategy and Product Readiness teams to ensure all new product implementations and automation tools are incorporated into our social platforms.
• Responsible for reviewing and coordinating resolution for any 1:Many channel escalations.
• Special projects as determined by GCS management.

Qualifications

Education, Certifications, and/or Licenses and Experience:

Any combination equivalent but not limited to, the following:

• Education Requirements:
  • Bachelor's Degree
• Years of experience (General Guidelines):
  • 5+ years related experience working with program management, implementation and supporting various Social Media and Customer Listening channels
  • Customer Service & Contact Center Support experience preferred

Degree of Supervision:

• Acts independently and has full professional expertise to manage own projects to accomplish departmental goals and objectives
• Determines methods and procedures on new assignments

Complexity:

• Works on assignments of diverse scope and complexity, requiring judgment in resolving issues or in making recommendations
• Works on assignments requiring considerable initiative and creativity
• Understands implications of work and makes recommendations for solutions
• Requires good judgment in selecting methods and techniques for obtaining solutions/results
• Assists in defining project scope, statement of work, work breakdown schedule, sub-tasks, and required resources on new Social Media Suppor