Program Manager - Communications

We are looking for an analytical Program Manager to support the Customer Support (CS) team as well as helping assist our various stakeholders within other areas of Upgrade to see actual info this role, you will be responsible for the content of our customer-facing systems, as well as continuously improving existing content and other customer support documents to advance the Customer Support organization. As a Program Manager, you will be expected to have a working knowledge of the best practices in crafting communication SOP’s, FAQ’s, macros and other core messaging points for a customer service team. This position requires a self-motivated team member who has a strong passion for improving customer experiences and a drive for efficiency and process improvement. You will report directly to the Director of Customer Support.

The ideal candidate will have the ability to maximize customer experience; focusing on self-service, ticket deflection, and automation. The ideal candidate will have demonstrated their ability to automate and/or create self-service content for core eCommerce challenges like WISMO (where is my order?); refund, warranty & exchange; social media moderation, and review/reputation management. The ideal candidate will be a process-driven innovator; who sees their job as one that improves the buyers’ experience while working to maximize effectiveness and efficiency across the CS team.

Responsibilities:

- Acting as the go-to person at eJam for day-to-day content within the customer care team, working through requests, updates, new product introduction, and improvement of our content.

- Managing new product deployments, content effectiveness and the corresponding rollout of changes across all teams

- Work with our Customer Support and Technology teams to assist specific content needs and workflows

- Periodically reviewing triggers, automation, views, and macros to ensure outdated items are eliminated or updated.

- Ensuring that workflow allows for capturing of relevant analytics that can be used for driving content improvement and measuring performance

- Using analytics to drive content creation and improvement.

- On self-service portals reviewing searches and article views to make suggestions on new and improved content

- Ensuring on-boarding and off-boarding of new agents is handled quickly

Requirements:

- Bachelor's Degree or equivalent experience

- Knowledge of customer support processes in a global, multi-channel support environment in a product-based eCommerce environment.

- 3+ years of experience in Customer Support and/or copywriting in a customer content role.

- Ability to provide technical or process alternatives, recommend solutions and lead implementation
Strong organizational skills and ability to multitask

eJam is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, veteran status, or any other characteristic protected by law.

If you want to know more about the position, and to send an application, please click this link - Upgrade to see actual info. Put me, Miguel Satuito, as your referrer so I can keep track of your application.