Program Manager_USA_USD

Englewood Cliffs, NJ, US • Posted 2 days ago • Updated 5 hours ago
Contract W2
On-site
$28/hr
Fitment

Dice Job Match Score™

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Job Details

Skills

  • Customer Facing
  • Knowledge Base
  • Documentation
  • Workflow
  • Prototyping
  • Scalability
  • Clarity
  • Roadmaps
  • Interactive Voice Response
  • Customer Support
  • Artificial Intelligence
  • User Experience
  • Collaboration
  • Customer Experience

Summary

Title: Program Manager_USA_USD
Description: What You'll Do
Continuously update both the internal and customer-facing knowledge base and workflow documentation for the CX team.
Identify and automate recurring workflows across our CX teams.
Experiment with tools, build prototypes, test automations, and help us redesign how we can automate interactions across different channels - without sacrificing customer support quality.
Analyze CX data (efficiency, quality, customer sentiment) to spot patterns and opportunities for automation
Document and improve current-state processes, SOPs, and tooling flows with an eye toward scalability and clarity
Establish governance for the support center and chatbot content to ensure consistency, accuracy, and relevance across channels
Define and execute the roadmap for AI-powered support experiences, including chatbot, agent assist, and IVR
Continuously improve containment and resolution rates by optimizing bot flows, self-service experiences, and knowledge delivery
Stay on top of emerging trends in AI and customer support technology, proactively proposing innovations that improve customer and agent outcomes
Collaborate cross-functionally to embed AI support moments into the broader customer journey, aligning with engagement and revenue goals Dogfood Our Products: Proactively test and explore our digital products as a customer would. Surface UX or journey issues and collaborate with product teams to address them.
Note: All new CX team members are expected to work as full-time support agents for the first 3 months to develop deep empathy for our customers and frontline team.

Skills:
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 10105282
  • Position Id: 869337
  • Posted 2 days ago
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