Senior Customer Experience Operations Professional

Job Overview

 The Customer Success team delivers award winning service and support experiences to small business owners and accountants using our products, including QuickBooks Online, QuickBooks Advanced, QuickBooks Online Accountant, and QuickBooks Payroll.

Joining the Customer Success team as a Manager- Delivery Program Readiness, you will be responsible for managing and implementing strategic programs that will drive world class digital and expert-led customer experiences , growing and retaining our customer base. You will also be responsible for the change management of product feature releases, new products, Customer Success readiness, partnerships, and marketing campaigns. You will power prosperity by managing change that drives frictionless customer experiences. You will partner with stakeholders from across the business (Marketing, Sales, Partnerships, Product) to positively influence change by optimising customer touchpoints through carefully crafted human and digital experiences.

We are looking for creative problem solvers with a passion for tackling tough customer problems to join our team and serve as a senior program Manager, with responsibility for delivering business outcomes. The role is an individual contributor that conducts activities such as managing a portfolio of strategic projects, measuring and reporting outcomes, benefit realisation, and enabling scale through the design of globally aligned processes and frameworks. You will be an advocate and influencer for effective change management across the business, and a role model of program, project, and change management to the team. You will provide expertise and guidance in support of seamless customer and employee touch points across the change to achieve business outcomes, such as customer retention and advocacy.

Responsibilities

• Have autonomy to work collaboratively with the leaders in your space to drive the project/program strategy to accelerate the most strategic business outcomes.
• Drives a data backed approach to execute, monitor and communicate progress, trade-offs or decisions needed
• Forecast increases in customer service volume to ensure frontline teams are staffed accordingly, and implement levers to mitigate risk related to the change.
• Build trust within the team
• Understand and support key changes and type of change (process, technology and organisation) being driven by the program
• Role model and embrace change to lead teams through evolving priorities
• Recommend areas of improvement within the project/program and work with stakeholders to implement
• Participate in opportunities to engage with the program community to improve your craft
• Coaches others in the business on program management
• Quickly absorbs information in a new program area, parses what is important and applies that into problem solving.
• Identify technical dependencies and any gaps, determine capabilities needed and engage the proper technical experts to determine a solution
• Drive the project/program operating rhythm
• Develop a high quality plan that is organised into manageable pieces at the workstream
• Use data to assess progress to plan, review data for trends, and communicate progress and trends to stakeholders
• Identify risks and issues and work with stakeholders to determine response plans

Qualifications

• 5+ years of experience in a program and change management role with experience managing complex programs in SaaS, design, customer experience, and service delivery
• Demonstrated ability to influence at the director level within a matrixed organization
• Demonstrated ability to build strong partnerships across teams in delivering the best outcome of programs
• Ability to use data and insights to support and drive decisions
• Proven experience in implementing product-based change, managing process and organisational change.
• Proficiency in using project management tools and software such as com, leanIX, smartsheets, confluence jira.
• Certification in project and change management, such as APM PMQ, and PMI