Transforming Customer Experience through Digital Innovation at blithequark
At blithequark, we're on a mission to empower every person and organization on the planet to achieve more. With a global presence and a workforce of over 18,000 employees, we're dedicated to creating a future where customers choose us not just for our industry-leading products and services, but for the differentiated and connected customer experience we provide. Our Customer Experience & Success (CE&S) organization is at the forefront of this endeavor, driving the strategy, design, and implementation of our end-to-end customer experience.
We're seeking an accomplished Business Program Manager - Digital Customer Success to join our Digital Customer Success Unit. As a key member of our team, you will be responsible for crafting and delivering agile digital solutions that bridge the gaps between customer and partner needs and business outcomes. This role demands a customer-centric mindset, a data-driven approach, and a collaborative spirit to work effectively with various stakeholders across the organization.
Key Focus Areas for Success
- Bridge Gaps: Identify and address customer and partner experience gaps through agile digital solutions, accelerating business and customer outcomes.
- Customer Lens: Enable digital experiences that are aligned with customer needs, business priorities, and CSAM goals, optimizing the value realization of digital capabilities.
- Hyper Focus: Develop and test 1-2 prioritized digital customer experiences per quarter, from ideation and design through to production PoC, in partnership with E&O Commercial Systems Technology [CST] and CSBI Data Science.
- Get to Scale: Land and expand each prioritized digital solution across solution areas, customer segments, and regions to magnify impact.
Responsibilities
Partnership and Collaboration
- Build cross-team coordination and community of business and engineers to address challenges and opportunities in the areas of business and technology integrations, and to deliver technical solutions.
- Garner support with internal stakeholders for solution vision, strategy, and roadmap to gain buy-in and alignment.
- Engage with stakeholders to clarify requirements for a solution, work through evolving needs and experiences, discuss scenarios, and communicate successful features and user stories.
- Advocate and solicit input from others regarding priorities, deliverables, resources, and dependencies to deliver expected outcomes.
Solution Definition and Design
- Support the vision, strategy, and experience of a solution area for a domain area (e.g., hiring).
- Align technical solutions with overall business strategic objectives.
- Translate opportunity areas and problem statements into business requirements for all engineering teams working on the solution.
- Partner with Engineering Teams to design roadmap(s) for solution area(s) and develop technical solutions.
- Define the features and functionality of the solution areas for internal blithequark products and tools, and/or configure the design features of a solution.
Solution Delivery and Maintenance
- Partner with the Engineering Team to deliver solution areas and minimize variance between estimates and actual project outcomes.
- Conduct user acceptance testing and/or focus groups to determine the end-user experience and needs.
- Utilize success metrics to evaluate the performance of the technical solution.
- Engage in customer support to gather feedback by reviewing Voice of Customers (VoC) tools that inform performance of the solution.
- Develop a pathway to resolve any issues.
Thought Leadership
- Demonstrate expertise in technology landscape and business operations to ensure technical and business solutions are congruent and connected to provide the right business value.
- Provide a trusted voice at the decision-making table for both business and technical teams.
- Identify challenges and opportunities with an in-depth understanding of the business, technology, and solution delivery.
- Prepare business users for change due to implementation of new technical solutions.
Portfolio/Project Management
- Assist in tracking, coordinating, and communicating end-to-end project schedules for solution area(s).
- Hold stakeholders accountable for following the schedule.
- Track work, dependencies, and resources against project schedules to enable cohesive, connected user scenarios.
Qualifications
Required/Minimum Qualifications
- Bachelor's Degree in Business, Operations, Finance, or a related field AND 6+ years of experience in program management, process management, process improvement, or software development.
- 3+ years of experience with using data, analytics, and/or metrics.
Additional or Preferred Qualifications
- Experience with end-user facing products and services, with a focus on UX.
- Experience with data analysis using tools like Excel, PowerBI, SQR, R, Python/Pandas.
- Experience in building large-scale solutions.
- Project management, leadership, and cross-group collaboration skills.
- Proficient written and verbal communication/presentation skills through all levels of organization, technical and non-technical.
- Analytical aptitude and a track record of problem-solving and the ability to think strategically.
- Experience with A/B testing is a plus.
What We Offer
At blithequark, we offer a competitive compensation package that includes a base salary, benefits, and other perks. The typical base pay range for this role across the U.S. is USD $115,000 - $200,300 per year, with variations applicable to specific work locations such as the San Francisco Bay area and New York City metropolitan area.
We also provide opportunities for career growth and professional development, allowing you to expand your skills and expertise in a dynamic and innovative environment. Our culture values respect, integrity, and accountability, fostering an inclusive workplace where everyone can thrive.
Work Environment and Culture
blithequark is committed to creating a culture of inclusion where everyone can thrive at work and beyond. We embody our culture and values, promoting a growth mindset, innovating to empower others, and collaborating to realize our shared goals. This role is flexible, allowing you to work up to 100% from home, providing a great work-life balance.
Join Us
If you're passionate about transforming customer experience through digital innovation and have a proven track record of delivering successful digital solutions, we encourage you to apply for this exciting opportunity at blithequark. As a Business Program Manager - Digital Customer Success, you will play a pivotal role in shaping our customer experience and driving business success.
Don't miss this chance to be part of a dynamic team that is pushing the boundaries of what's possible. Apply now and help us build a future where customers choose us for the exceptional experience we provide.
Apply Now