Customer Program Manager Job Description
Customer Program Manager Duties & Responsibilities
To write an effective customer program manager job description, begin by listing detailed duties, responsibilities and expectations. We have included customer program manager job description templates that you can modify and use.
Sample responsibilities for this position include:
Customer Program Manager Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Program Manager
List any licenses or certifications required by the position: PMP, PMI, PGMP, ITIL, COPC, IAOP, AWS, ACP, PRINCE, ISO27001
Education for Customer Program Manager
Typically a job would require a certain level of education.
Employers hiring for the customer program manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Business, Engineering, Project Management, Education, Computer Science, Marketing, Management, MBA, Technical, Business/Administration
Skills for Customer Program Manager
Desired skills for customer program manager include:
Desired experience for customer program manager includes:
Customer Program Manager Examples
Customer Program Manager Job Description
- Lead a team of project managers to plan and manage project work supporting business and technical needs
- Ensure project managers are trained and following Lennar PMO processes
- Create and oversee the financial budgets for projects in the program including detailed working schedules, ROI’s, operating cost models, adoption metrics
- Monitor project milestones and phases to ensure work progress is on schedule and any change orders are required, justified, approved, and reasonable
- Assist in working with other Program Managers to establish and enforce processes within the PMO
- Establish and manage client expectations specific to the project
- Oversee cross-functional projects and exhibiting an understanding of critical cross module integration points
- Communicate project direction, approach, priorities, events and status to all project resources and business sponsors
- Mitigate project risks and managing issues
- Monitor all metrics related to staffing and utilization
- Previous experience managing a retail loyalty program and/or credit card program preferred
- Experience working and partnering across internal and external organizations (This role will be the primary interface to the issuing bank, QVC’s credit card team and internal stakeholders)
- Proven track record of moving quickly and delivering results in an entrepreneurial environment
- Exceptional analytical, organizational, interpersonal, and problem-solving skills Outstanding verbal and written communication skills
- Keen attention to detail and ability to dive deep matched with the ability to think big
- Proficiency with spreadsheet, analytics and database software (Excel, Minitab, ) is required
Customer Program Manager Job Description
- Promote feedback from participants and assist them in linking to follow-up activities to take advantage of the excitement generated by the events
- Stay in tune with the ever-changing world of CS through meetings and interactions with Site, Operations, and Knowledge Management leadership for broad CS knowledge
- Act as a collaborator and consultant for facilitators at regional contact centers, global C2 colleagues
- Certify new program facilitators through train-the-trainer methodology
- Participate in and/or own C2 instructional design
- Manage projects and processes as needed
- Establishes and maintains the channels of communication necessary to assure timely customer and business awareness of project progress/issues
- Works with the Business unit to evaluate and prioritize individual customer programs and schedule requirements
- Develop and lead key initiatives in support of OEM and HON customer satisfaction measurements
- Manage compliance with Product Support Agreements including flow down of requirements to the organization and progress reporting to OEM when contractually required
- Expertise with MS Excel and PowerPoint capabilities and related data manipulation is must
- Basic understanding of SQL, expert in Microsoft Excel
- Strong negotiator and experience of successfully closing vendor contracts
- Experience working within the transportation delivery industry and has expertise and a solid understanding of carrier operations are advantageous
- A self-starter who possesses intellectual curiosity
- Ability to effectively utilize data to make sound business decisions and influence leaders
Customer Program Manager Job Description
- Building and executing on a closed-loop feedback and improvement process across all channels where feedback is received on support (including CSAT, DSAT, verbatims, Wave results, feature requests)
- Create and manage launch plans
- Work with Customer Success Operations to ensure operational aspects of new service offerings have been defined and implemented (e.g., quoting, T&Cs, billing)
- Play an instrumental role in helping Puppet achieve key targets including services revenues, services attach, open source conversions and successful deployment/engagement metrics
- Become an internal expert on the InMoment NLP platform – the intake process, insight generation, downstream workflow, action planning, Build strong working relationships with InMoment partners
- Be comfortable with the data – immerse yourself in feedback regularly
- Predominantly an internal resource
- Provides pre and post-customer service and support
- Coordinates with various functions within the company, including NPI, operations, engineering, and quality managers to ensure customer requirements are handled appropriately
- Maintain Customer Dashboards, scorecards and UCT ERP system
- Ability to put together impactful program reviews that can influence project's plans priorities to the benefit of the customer
- Ability to build trusted working relationships with customers and colleagues
- Demonstrate ability to manage indirect resources across the company, and all the business elements required to succeed in a high exposure/pressure environment
- Must be experienced with working with cross-functional, virtual teams in remote locations and varying time zones
- Masters in Management or an MBA is preferred
- Deep understanding of General Motors internal processes preferred
Customer Program Manager Job Description
- Help functional directors define and drive requirements for executive dashboards and reports, manage dependencies
- Create and train staff on new policy and procedure documents ensuring consistent execution within the operations
- Constantly be on the lookout for ways to improve monitoring, discover issues and deliver better value to internal customers
- Manage risks and resolves issues that affect project scope, schedule and quality
- Measure and monitor progress to ensure projects – and releases are delivered on time and within time
- Communicate all key project plans, commitments, and changes including requirements, customer status and plans, schedule, and scope changes
- Must be assertive in developing and applying structure and process where it may not exist today
- Design and manage program elements (such as accommodations, ground transportation and food/beverage) for strategic company meetings and events
- Develop and refine department best practices
- Improve and streamline work processes
- 2+ years of experience in operations, analytics, supply chain, and vendor management
- 3+ years of experience in operations, analytics, supply chain, and vendor management as a program manager
- Working understanding of agile methodology
- Experience solving complex transportation problems
- Must have worked in an environment where sales centric goal is present
- Minimum 3 years blended customer service and sales experience in a call center environment
Customer Program Manager Job Description
- Be willing to participate – with the SDDC Customer Reference focus – in other customer marketing programs and initiatives
- Observe procedures and make appropriate suggestions and recommendations for improving techniques, policies, and procedures
- Identify appropriate project management methodology and timeline to implement and expand commercial service offering
- Simultaneously manage multiple project assignments, timelines, and goals in an effort to deliver business results
- Serves as main liaison between Customer and the GBU
- Works closely with Customers to determine solutions needs
- Plans and manages schedule for the delivery of products and solutions
- Tracks customer issues and drives them to resolution
- Identifies and communicates Technology and Solutions gaps
- Participates and contributes to the Strategy
- Must have advanced computer skills (Microsoft Windows and Office-Outlook, Excel, Word)
- Minimum 7-10 years’ experience in project management in customer relationship management (CRM)
- Advance proficiency in MS Office (Word, Excel, Visio, PowerPoint, and MS-Project)
- Experience with management of large customer relationship management (CRM) implementation projects
- Reacts to assignment adjustments and alterations promptly and efficiently
- Strong leadership skills including assuring the effectiveness and collaboration of functional and cross-functional teams