Program Manager – PSO

Eden - Job Details

Program Manager – PSO

Dublin, Ireland

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Fixed Term Contract

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$119995

November 11, 2022

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Job ID: 20464

Program Manager – PSO (Product services operations)

 

Responsibilities

  • Build end-to-end customer support workflow mapping and evaluate the effectiveness of current processes
  • Identify top opportunity areas to improve customer journey based on insights and workflow analysis
  • Work extensively with cross-functional partners to identify and implement optimal solutions in the areas identified
  • Proactively identify and implement process improvements and technological innovations Inform, influence, and execute new processes based on sound analysis and impact metrics that lead to improvements in quality of support

The ideal candidate will be analytical and detail-oriented with a passion for growing community satisfaction through developing a deep understanding of customer journey and support processes, and designing and implementing designing and implementing data-driven solutions at scale.

Minimum qualifications:

  • Bachelor's degree with 3+ years of relevant experience (in Customer Experience, Operations, Marketing or Product Development)
  • Strategic thinker with analytical and problem-solving experience to assess, analyze, troubleshoot, and resolve issues
  • Demonstrated experience defining and tracking metrics and implementing programs to improve operational performance
  • Experience leading data-driven projects and communicating the results of analysis and insights to technical and non technical audiences
  • Communicate feedback, challenges, roadblocks, insights effectively and concisely to appropriate audiences and stakeholders

Preferred qualifications

  • Experience in creating business case and justification to drive process improvements
  • Experience in customer satisfaction or quality initiatives in a contact center operations

*Please note, this is an initially 6 months contract*
*Great benefits and competitive salary*

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About Eden Recruitment

Founded in 1999, Eden Recruitment has been a continual shining star in the Irish recruitment landscape. We believe in the power of relationships and have partnered with the brightest and best Irish and multinational companies, helping them find the brightest and best talent for their organizations. Headquartered in Dublin and wholly Irish owned and managed, we _______.

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