Customer Engagement Team is looking for a Program Manager to own the execution for reducing friction and accurate contact automation WW for Payment Risk. In this role, you will assume primary responsibility for identifying root cause and preparing initial call-outs, with associated solution (both short and long term as needed) while driving improvements against incorrect contact resolutions, expanding the scope across multiple functions and enhancing CX. The ideal candidate will possess both analytical and program management skills that enable them to standardize methodologies and data to develop and successfully implement initiatives. In this role, you will experience a wide range of problem-solving situations, tactical to real-time, requiring extensive use of data collection and analysis. You will assist in quarterly and weekly business reviews across Payment Risk to promote CE team’s work, increase stakeholder engagement and review advancements of the planned initiatives while tracking deadlines. You will work with data analysts and ML scientists, audit & insights team and Payment Risk Operations to bring innovation and build conceptual framework through deep dive and root cause analysis.
Key job responsibilities
1) Drive data-oriented analysis, adoption of technical solutions and process improvement projects to achieve operational and business goals.
2) Perform deep dive to identify the unique root cause and share the associated recommendation to improve customer experience.
3) Support expansion of contact automation initiatives from existing cohorts to new ones.
4) Mapping of impact with associated operational and business metrics.
5) Engage directly with key resources to proactively identify, analyze, and creatively solve blockers.
6) Create & maintain project documentation such as project plans, functional requirements and specifications, gap and dependency analyses, risk analyses
7) Manage execution part of a small program. You will partner with stakeholders and/or managers to secure resources, scope efforts, set project priorities, milestones, and drive delivery to meet deadlines to meet program goals.
8) Optimizes cross-team processes that improve program efficacy and delivery.
About the team
Customer Engagement (CE) Program Team vision is to enhance Customer Experience (CX) by preventing fraud and unauthorized orders. In partnership with multiple stakeholders, we drive efficiencies by scaling existing infrastructure, reducing system redundancies, and leading initiatives to automate manual processes, thereby improving CX and reducing operational costs.- 2+ years of program or project management experience- Knowledge of Lean principles and DMAIC methodology
- Experience in MS Access and SQL
- Experience in requirement gathering and ability to write clear and detailed requirement document
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