Program Manager, Customer Experience - Broadband

Customer Experience And Operations Optimization Initiative Lead

At Sand Cherry Associates, we excel in the design and delivery of strategic customer-centric initiatives through digitally-native, data-empowered solutions. Our client's confidence in us is centered on exceptionally skilled, high-energy talent working with the support of the full Sand Cherry team. Finding the right match for this role is a critical aspect of continuing that success.

This role is a critical team member who is responsible for building and implementing a Customer Experience and Operations optimization initiative for a broadband company. The role will be responsible for end-to-end programming from strategic planning to gaining approvals of approach with an executive team, prioritizing and structuring the initiatives, program and project managing the overall implementation, and providing hands-on implementation of the approved path forward. This position is remote with occasional optional travel to the client site.

Duties & responsibilities include :

• Assess customer experience pain points using data and LBGUPS methodology.
• Build Customer Experience strategy.
• Recommend and facilitate decision making of strategic plan and approach to include timelines and resource needs.
• Structure, manage, facilitate and provide hands on delivery of customer operations process improvement initiatives through immediate, medium, and long-term improvements
• Daily, hands-on program / project management throughout the program and project life cycle
• Build and maintain program and project deliverables; complete project and program communication documents using PowerPoint, Excel, MS Project, and other tools.
• Complete process maps, and associated KPI analysis in support of improvement initiatives
• Establish risk management, escalation paths, and take corrective measurements
• Facilitate and lead project meetings and manage stakeholders' communication
• Coordinate, manage and monitor the workflow of cross-functional teams
• Drive progress by engaging and influencing cross functional participants
• Function as owner of overall project plan and manage cross-functional resources, ensuring on-time delivery, meeting budgetary demands, and achievement of business goals
• Consistently exercise informed judgment and discretion in matters of significance