As a Program Manager within Customer Trust Training (CTT), you will lead cross-functional initiatives to drive operational excellence and performance improvement. This role combines strategic planning, data analytics, and stakeholder management to ensure the successful execution of various programs, including learner performance initiatives.
Key job responsibilities
Key Responsibilities:
1. Program Management:
o Lead end-to-end program management for multiple initiatives across CTT
o Develop project plans, timelines, and resource allocation strategies
o Coordinate cross-functional teams to ensure timely delivery of program objectives
o Identify and mitigate risks, resolving issues that may impact program success
2. Learner Performance Improvement:
o Collaborate with vertical stakeholders and Training teams to establish success indicators and measure learner proficiency
o Uncover opportunities for performance improvement through training initiatives
o Partner with analytics teams to build/adapt reporting solutions and track progress to goals
o Quantify the impact of training initiatives
3. Data Analysis and Insights:
o Analyze performance data and customer feedback to develop actionable insights
o Identify gaps and propose solutions for improvement across CTT programs
o Set up mechanisms to share findings and develop improvement plans with Training and vertical teams
o Adapt standardized processes to better serve stakeholder needs
4. Stakeholder Management:
o Build and maintain strong relationships with key stakeholders across the organization
o Communicate findings, results, and program updates to build trust and ensure alignment
o Collaborate with business units to understand metrics, goals, and evaluation mechanisms
5. Strategic Planning:
o Contribute to the development of long-term strategies for CTT
o Identify opportunities for innovation and process improvement across programs
o Align program objectives with broader organizational goals
The ideal candidate will have strong project management skills, excellent analytical capabilities, and the ability to influence cross-functional teams. Experience in training, performance improvement, or related fields is beneficial. This role offers the opportunity to drive impactful changes across Customer Trust Training while developing expertise in program management and learner performance optimization.- 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Bachelor's degree
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
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