Program Manager, Customer Service, Americas

Position Summary

The Program Manager, Customer Service, Americas, will be responsible for the coordination, implementation, execution, control and completion of specific projects and initiatives within the CS Americas region, ensuring consistency and alignment with strategies, goals, processes and procedures.

The ideal candidate is a strategic thinker who takes the time to understand the needs of business partners and global project teams, while ensuring the needs of Customer Service and our customers are met. The position requires comfort with ambiguity, a can-do attitude, exceptional communication skills, a proven record of accomplishment in cross-functional collaboration, and excellent interpersonal skills.
 

Principal Responsibilities

•    Oversight of projects executed by or impacting Customer Service.
•    Work closely with project sponsors, cross-functional teams, and assigned project managers to develop or provide input to the scope, deliverables, required resources, budget, and timing for initiatives involving Customer Service.
•    Manage program or project objectives, and coordinate and delegate cross-project initiatives.
•    Identify key requirements for cross-functional teams and external vendors.
•    Develop and manage timelines for projects and be accountable for delivering against established business goals/objectives.
•    Work with other program or project managers to identify risks and opportunities across multiple projects within the region.
•    Analyze, evaluate, and develop mitigation plan for identified risks.
•    Collaborate with various shared services and IT teams including infrastructure and applications teams.
•    Coordinate resources and plan for user acceptance testing and training.
•    Prioritize and manage competing projects, programs and priorities effectively.
•    Provide Customer Service Leadership and key stakeholders timely visibility into key decisions, status, risks, and issues.
•    Management of the relationship with relevant external consultants, as needed.
 

Education / Experience Requirements

•    Bachelor’s Degree in Management, Business Administration, or a related field
•    Minimum 3-5 years experience in a management role, preferably in program management
•    Exceptional skills in leadership, time management, facilitation, and organization
•    Experience in managing stakeholders
•    Working knowledge of Customer Service and Experience principles
•    Outstanding knowledge of change management principles and performance evaluation processes

•    Strong proficiency in MS applications (Word, Project, Excel, PowerPoint), SAP experience a plus
•    Technologically savvy with CRM systems. Experience with Salesforce is strongly preferred
 

Specialized Skills / Other Requirements

•    Strong ability to develop relationships and build credibility across all levels within the region.
•    Advanced ability to lead and motivate a group towards common goals/objectives
•    Advanced level of organizational skills, including superior communication skills, ability to successfully work in ambiguity, strong managerial courage, results-driven
•    Fast learner and adapter. Demonstrated ability to succeed in a fast-paced, time-sensitive business environment.
•    An energetic and enthusiastic team player who is self-motivated, proactive, and a resourceful problem solver.
•    Ability to drive focus, prioritization, and adequate time/project management
•    Skills and knowledge in public speaking, change management, and situational leadership
•    Excellent relationship building and collaborative skills
•    Unquestionable ethics and integrity    

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