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Program Manager III

Company: Adecco USA
Location: Mountain View
Posted on: September 19, 2022

Job Description:

The "World's Largest Search Engine" is looking for you!! Position Description Project Overview: We are an eCommerce customer support business helping customers and catering to the needs of the Product teams. From overseeing agent readiness to running operations and providing key customer & product insights, we do it all. Overall Responsibilities:

  • Monitor and find trends in eCommerce (order management) metrics using customer support metrics, Voice of user, agent feedback, and escalations
  • Streamline processes and develop playbooks & process flows
  • Partner with Product Support Manager (PSM) on key projects around agent workflows & internal/external help content while delegating to others as needed
  • Work cross-functionally, partnering with stakeholders across Product, Scaled Operations, Vendors, planning, & support teams on various support streams of Order management Top Daily Responsibilities:
  • Deep dive support contacts and associated metrics and derive insights and voice of the customer
  • Build a repository of user & contact flows. Identify opportunities and partner with PSM and XFN teams to improve agent workflows
  • Partner with Tier 2 / Tier 3 agents on customer escalations
  • Triage bugs. Find opportunities and setup processes to address the gaps
  • Ensure agent communications are updated with proper process and instructions Skill/Experience/Education Mandatory
  • 5+ years of professional work experience
  • 2+ years of experience in logistics or order management
  • Bachelor's Degree
  • Strong written and oral communication skills
  • Ability to monitor and analyze data, develop insights, and apply those insights to optimize product strategies (not technical data analytics experience)
  • Stakeholder management skills
  • Proven ability to manage multiple time-sensitive projects with competing priorities while working independently to drive projects to completion with minimum guidance and high attention to detail in a high-paced environment Desired
  • 1+ year of experience in eCommerce customer support This client is requiring that all new hires show proof of Covid-19 vaccination. However, accommodation considerations will be reviewed for those that cannot be vaccinated for medical, religious, or other reasons protected by law. Equal Opportunity Employer/Veterans/DisabledTo read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to Company will consider qualified applicants with arrest and conviction records

Keywords: Adecco USA, Mountain View , Program Manager III, Executive , Mountain View, California

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