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Program Manager: German, Ring Customer Service EU
hace 2 meses
We are seeking an experienced Program Manager to join our EU Customer Service team. As a key member of our team, you will be responsible for identifying, implementing, and monitoring improvement initiatives that ensure a smooth customer and associate experience.
Key Responsibilities- Process Improvement: Conduct thorough process reviews, redesign, or removal where necessary to enhance customer satisfaction and efficiency.
- Customer Call Listening: Regularly listen to customer calls to identify opportunities to improve or remove pain points.
- Opportunity Identification: Review chat, emails, and customer reviews to identify areas for improvement and develop strategies to address them.
- Metrics and Dashboards: Ensure that metrics and dashboards accurately reflect the outcomes of change initiatives.
- Collaboration and Communication: Work closely with various teams, including Sales, Marketing, and Go-To-Market, to identify and leverage best practices.
- Leadership Alignment: Align actions with the goals of the European and global Leadership Teams.
- Country Product Launches: Ensure awareness of all country product launches and their impact on customer experience.
- Customer Advocacy: Serve as an advocate for customers when issues arise, ensuring their concerns are addressed promptly and effectively.
- Product Knowledge: Develop a deep understanding of Ring's products, services, and features to provide informed solutions.
- Trend Identification: Identify and communicate trends and opportunities to leadership, informing strategic decisions.
Our mission is to be Earth's most customer-centric company, and our Customer Service team plays a critical role in achieving this goal. We're an inclusive team that empowers and supports our people, enabling them to focus on delivering exceptional customer experiences. Our goal is to reduce customer effort in every way possible, helping customers achieve their goals quickly and efficiently. We support self-service channels to provide expert insights into complex customer issues.
Requirements- Program or Project Management Experience: Proven experience in program or project management, with a focus on customer-facing roles.
- Customer-Facing Experience: Experience working directly with customers, understanding their needs, and delivering solutions.
- Excellent Communication Skills: Strong oral and written communication skills, with the ability to articulate complex ideas clearly.
- Interest in Consumer Technology: A strong interest in consumer technology and its applications.
- Language Skills: Fluency in German and English, with the ability to communicate effectively in both languages.
- Problem-Solving Skills: Proficiency in problem-solving, with the ability to learn new technologies and apply them to real-world scenarios.
- Microsoft Office Suite: Solid knowledge of the Microsoft Office suite, with the ability to create clear and concise documents.
