[New Job Opening] Customer Experience Sr. Program Manager (Remote) job Vacancy in San Francisco, CA

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Job Details:
Position Name :
Customer Experience Sr. Program Manager (Remote)
Location:
San Francisco, CA
Job ID :
1aec3d1c7822b943
Description : Who we are
Getaround connects safe, convenient, and affordable cars with people who need them to live and work. Our community includes guests who rely on our cars for on-demand mobility and hosts who share cars on our platform including those who operate their own car-sharing businesses.
Our connected car technology allows guests to book and unlock a wide variety of vehicles directly from our app without ever having to meet anyone in person, carry an access card, wait in line, or coordinate picking up keys. Cars are parked 22 hours a day on average. When we share cars, we don’t need as many on the road, which means fewer accidents, reduced traffic, and less space required for parking. Car sharing modernizes mobility by allowing people to connect multiple forms of efficient transportation for any type of use case.
Studies have shown that when car sharing is available, people drive less and drive vehicles more appropriate for their use case, which can reduce household carbon emissions by up to 40%. Also, shared cars are used more frequently and retired more quickly, accelerating the adoption of newer, more energy-efficient vehicles.
The Opportunity
We’re looking for an experienced Program Manager to join our Customer Experience Team. This role will be responsible for building the framework through which the Customer Experience team will pilot and iterate on new customer-facing, retention driving initiatives focused on building a frictionless customer experience. You will be responsible for mapping the customer (Guest and Host) journey and completing a comprehensive analysis to identify areas of friction, understand the root cause and impact and then design and implement a program that will address the points of friction.
This role will work closely with the Customer Experience Operations team, Customer Service organization, and Community to build and execute plans to improve the customer experience. You will be responsible for driving improvement in NPS for Guests and Hosts and driving retention and LTV through the execution of a loyalty program. You will also play a pivotal role in driving cross-functional collaboration and managing the execution of cross-functional initiatives.
This role has the flexibility to be an individual contributor or manage a small team of 1-2 direct reports based on experience.
What You’ll Do
In this role, you will facilitate effective cross-functional workgroups that quickly stand up and integrate Customer Experience resources and customer-facing teams with the tools, and resources needed to enable a customer-centric organization
You’ll also help the Customer Experience team and key stakeholders quantify business value and understand the impact on the customer experience
Assess new opportunities to expand customer-facing service offerings. Determine (in partnership with operations leadership team) which service offerings to pilot.
Run pilot programs from soup-to-nuts
Partner with key stakeholders to define Customer Experience program requirements specific to product features, tools, data, policies, processes, CRM, legal, frontline support, escalations, feedback, success metrics, goals, reporting and performance review outputs/cadences, etc
Inform the impact to experience, understand key tradeoffs, and set clear expectations in advance of implementation
Take a key role in Customer Experience program planning and execution
Work with Customer Experience Partners to establish interim and/or long term operating structure
help establish, structure, and manage Customer Experience team processes and workflows
Ensure appropriate compliance and governance measures are in place to mitigate exposure to risk
What You’ll Bring
5+ years of experience in Customer Experience/Customer Service leadership
Project/program management experience in a startup environment preferred
Strong analytical skills with experience building and presenting business cases
Strategic mindset: the ability to drive strategic initiatives across business units
Excellent oral and written communication and interpersonal skills
Passion for customer service and drive to create lasting experiences that are beyond customer expectations.
Experience creating new processes and executing in a constantly changing environment
Benefits & Perks
Remote First Workplace, with flexible work hours (we mean it!)
Competitive salary and generous Stock Options
401k plus platinum plans for medical, dental, vision, life, and disability benefits
Annual Work Smarter stipend to optimize your home office and individual wellness needs
Free Access to our Udemy learning portal and annual education stipend to focus on your career growth and development
Flexible PTO policy and monthly Wellness Days to reset and recharge
Virtual events to connect with your fellow Getarounders, including educational speakers, cooking sessions, game nights, mixology classes and +!
A company culture that keeps Diversity, Equity and Inclusion top of mind, thanks to our dedicated Task Force. We are committed to being a place where you’re empowered to bring your full self to work
Monthly Getaround credits and discounts for you, your friends and family
The annual salary range for this position is $115,800 – $174,400 and may depend on location, relevant experience, and/or education.
#LI-Remote
At Getaround, we are proud to be an Equal Opportunity Employer. We believe that no matter your race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status, your perspective has value.
Come join us in continuing to make Getaround a great place to work!
Disclaimer : Applicant must check the company profile before joining Bizplusapp.com is no way responsible for any loss.

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