Program Manager in Boston, MA at nTech Workforce

Date Posted: 9/16/2022

Job Snapshot

  • Employee Type:
    Contractor
  • Location:
    Boston, MA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    9/16/2022

Job Description

Terms of Employment




  • W-2 Contract, 3 Months (Likely Contract Extension / Permanent Conversion)

  • This position is 100% remote. Candidates must be based in the Boston, Seattle, or Fort Lauderdale / Miami areas.



About the Team



‘Customer Relationship Management (CRM)’ is a newly formed team focused on improving existing customer relationships and loyalty programs. Within the CRM team, there are numerous functions – to include Marketing, Analytics, Research, Technology, and Experimentation. The Program Manager would be initially focused on the Marketing Function – reporting to the Director of Marketing Channels – and working with a team of three (3) Email Operations Managers, four (4) Email Developers, one (1) Direct Mail / Print Manager, and one (1) Data Scientist. This team owns email, print, and push notification/SMS customer touch points.



Position Overview



Our client is seeking a Program Manager for its Customer Relationship Management (CRM) team, responsible for supporting thought framework, planning and ongoing evolution of several existing customer programs. The right person will be incredibly organized with the ability to manage multiple stakeholders, complex workstreams, and quickly develop a 360-degree view of retention programs. This person will partner cross-functionally with Integrated Marketing, Vendor Managers, Development, Analytics, and other key verticals, to drive process improvement. This leader should be able to think critically, build and iterate on process, and maximize value through prioritization.



What You’ll Do:




  • Own the project process from intake to completion for the CRM team.

  • Maintain overall service delivery to internal and external customers, inclusive of SLA management, product quality and all other controllable inputs. Ensure delivery of projects and constantly optimizing based on ROI of those projects.

  • Develop and maintain measurement framework to understand prioritization and effectiveness of current and new programs to ensure the desired impact is being delivered. If the results are not meeting expectations, have a process in place to fail fast, learn from what didn’t work, and re-test. We are not married to specific product or programs…we are married only to customer happiness.

  • Regularly develop hypotheses and testing frameworks to engage customers to drive specific results, and partner with Operations to executive on new ideas, products and programs to determine where to drive the most value for our customers.

  • Work cross functionality to ensure the CRM team is meeting commitments and prioritizing major company events.



What You’ll Need:




  • At least 5 years of experience in a Program Management role

  • Strong experience improving operational efficiency and in process management – to include experience developing and standing-up new processes

  • Proficiency in defining program requirements that drive intended results, and using data and metrics to determine their effectiveness (in the case of this team, inventing metrics might come with the territory)

  • Strong ability to manage numerous programs and projects simultaneously, managing timelines and resources effectively to hit deadlines and protect customer experience in a cross-functional setting

  • Strong communication skills, especially written communications, as you’ll be responsible for writing documents with clear program strategies that tell compelling stories with clear value propositions

  • Excellent organizational skills with the ability to work independently and ask hard questions

  • Experience working in Agile environments, to include participating in backlog grooming sessions

  • Knowledge of Project Management tools including (JIRA (preferred), Confluence, Smartsheets, or similar)



Bonus:




  • Experience in customer retention and/or loyalty marketing

  • Previous experience in a CX environment, especially eCommerce


IND16

CHECK OUT OUR SIMILAR JOBS

  1. Project Jobs
  2. Office Manager Jobs