Contact Program Manager II

The Program Manager II, Contact represents the CXC channel across enterprise functions and activities and ensures channel readiness, improving the routines related to process, products, projects, initiatives, and communication.

• Manage complex CXC programs and support, including indirect management of SLA/SOW, partnering with other applicable business units (such as Card Services, Consumer Lending and Digital Products)
• Identify, analyze, and escalate red flags or issues, resolving or communicating to leadership as appropriate
• Develop and implement an internal communication program that successfully engages CXC employees internally and communicates the CXC priorities to other business units
• Develop a prioritized list of optimization opportunities for members and CXC employees (including member sentiment enhancement and employee satisfaction); actively leverage internal and organizational resources to escalate, solve-for, and execute
• Leverage and collaborate with other Program Managers across the enterprise to create alignment and consistency in communication and processes
• Actively participate in projects and initiatives; support/coordinate user testing as required; present recommendations to leadership as appropriate
• Drive CXC functions including quality assurance, training and workforce management, as required
• Lead in the creation of business cases, plans, strategies and project justifications
• Participate in optimizing vendor relationships, as assigned
• Participate in training and orientation of new Program Managers

• Minimum Education: Bachelor’s degree is preferred 
• Minimum 4 years’ experience in program, systems or project management, preferably in the financial services industry
• Ability to articulate complex concepts while tailoring the message to different audiences including senior leadership, technical, and member support teams
• Ability to deliver effective stakeholder presentations to both peer and executive level audiences
• Ability to create and deliver a business plan and strategy
• Ability to foster strong internal and external business relationships
• Strong business communication skills; able to write/speak clearly and professionally for a variety of audiences
• Highly organized with proven expertise in prioritizing and managing multiple projects simultaneously to meet deadlines without sacrificing quality
• Strong analytical and problem solving skills; ability to resolve complex issues with minimal direction
• Strong knowledge of Microsoft Office Suite; including Microsoft Project and Visio
• Certification/License: PMP, Six Sigma Certification or scrum certifications are preferred

Location: Rocklin Corporate Location, Rocklin, CA 95765 | Hillsboro Corporate Office, Hillsboro, OR 97124