Business Optimization Program Manager - Customer Service

* This position can reside in Peachtree Corners, GA or Sunnyvale, CA

The Business Optimization Program Manager for Intuitive Customer Service is responsible for analyzing, enhancing, and managing customer service processes to ensure an intuitive and seamless experience. This role focuses on driving analytics-based insights, managing programs / projects, and implementing process enhancements to improve customer satisfaction and operational efficiency. This individual will also be responsible for representing the department on assigned projects throughout their respective lifecycles.

This individual will focus on improving the customer and user experience. They will have a proven ability to streamline processes and improve business system UI/UX to simplify customer interactions and help support business growth and scale. This individual must demonstrate a high degree of business system knowledge, optimization skills, and experience collaborating with IT and other cross-functional teams and possess strong communication skills.

The successful candidate will have a strong track record of driving business system efficiencies through improvements to workflows and the addition of novel technologies in contact center and Salesforce Service cloud environments. This role will be based on-site at our campus in Peachtree Corners, Georgia.

Essential Job Duties (Specific responsibilities and tasks an individual would be expected to perform in the role. Additional job duties may be determined by functional people manager)

Key Responsibilities:

1. Strategy Development: (30% of time)
   1. This position will support strategic goals by examining processes, evaluating challenges, and implementing changes to drive improved quality and operational efficiency

1. 1. Conduct thorough evaluations of current customer service processes to identify inefficiencies and areas for improvement.
   2. Collaborate with stakeholders to design innovative process enhancements aimed at elevating customer experiences.
2. Program Management: (25% of time)
   1. Oversee the initiation, planning, execution, and closure of customer service enhancement programs.
   2. Coordinate with cross-functional teams to ensure alignment and progress towards strategic objectives.
   3. Implement rigorous project management methodologies to ensure timely delivery and adherence to budget.
   4. Ensure seamless integration and effective communication of process changes across all relevant departments.
3. Continuous Improvement: (20% of time)
   1. Promote a culture of continuous improvement by encouraging innovation and adoption of best practices within the customer service function.
   2. Stay informed of industry trends and emerging technologies to maintain a competitive edge in customer service excellence.
   3. Drive initiatives that foster an environment conducive to ongoing learning and development for the customer service team.
4. Stakeholder Collaboration: (15% of time)
   1. Establish and maintain strong relationships with internal and external stakeholders to facilitate seamless collaboration.
   2. Organize and lead workshops and meetings to gather comprehensive input and feedback from stakeholders.
   3. Ensure alignment of customer service strategies with broader organizational goals.
   4. Collaborate with cross-functional teams to identify, document, and standardize existing processes
5. Analytics and Insights: (10% of time)
   1. Leverage advanced data analytics tools to gather, interpret, and synthesize customer service data.
   2. Establish key performance indicators (KPIs) to measure the effectiveness and efficiency of documented processes
   3. Develop basic reports and dashboards to provide insights into key performance indicators (KPIs) and trends.
   4. Generate reports and provide insights to management on process performance, identifying areas for further improvement