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Form of workCustomer Success Program Improvement Coordinator1276319
A leading podcast and audiobook company is seeking a Customer Success Program Improvement Coordinator. The successful candidate will be responsible for helping identifying and prioritizing process improvement initiatives, and supporting, coordinating and facilitating structured improvement efforts (short-term and long-term wins) via kaizen initiatives and/or project management (PMP/Scrum). The ideal candidate has 3+ years of experience in program or project management delivering cross functional projects. The company offers a great work environment!
Customer Success Program Improvement Coordinator Pay and Benefits:
- Hourly pay: $65-$75/hr
- Worksite: Leading podcast and audiobook company (Newark, NJ 07102 - Hybrid)
- W2 Employment, Group Medical, Dental, Vision, Life, Retirement Savings Program, PSL
- 40 hours/week, 9 Month Assignment
Customer Success Program Improvement CoordinatorResponsibilities:
- Help lead critical operational improvement initiatives to drive process and performance to realize business value. aid as a trainer for Lean Six Sigma-based continuous improvement methodologies.
- Dive deep into every business process and question status quo to improve quality, cost, or time opportunities
- Demonstrates a product-based mindset to deliver value for our customers - prioritizing continuous evolution, data-driven decisions, and customer delight.
- Support implementation activities using change management approaches and interact with staff and senior leadership to accomplish project objectives.
- Maintain inventory of processes and coordinate updates to the inventory working with various
functional team.- Proactively, anticipate, identify, and resolve challenges that may impair the organization's ability to meet its strategic, financial, and technical goals.
- Regularly review metrics and proactively seek out new and improved data/mechanisms for visibility, ensuring your roadmap stays aligned with organization objectives.
- Work closely with cross functional teams to gather requirements, articulate new product experiences, and gain alignment from key stakeholders.
- Interact with all levels of the organization and be able to document existing Customer Care processes, manage and analyze data, and recommend enhanced processes.
Customer Success Program Improvement CoordinatorQualifications:
- 3+ years of experience in program or project management delivering cross functional projects.
- Lean/Sig Sigma Yellow Belt Certification.
- Strong experience using data and metrics to measure and drive improvements.
- Experience deploying transactional lean, manufacturing lean, variation reduction, and design for six sigma methodologies in both service and software.
- Experience working in an organization focused on customer experience, preferably Customer Service is preferred.
- Advanced analytical and statistics experience is preferred.
- Change management experience is also necessary because the role requires motivating others and cross-functional collaboration to meet the challenges of an extremely deadline-driven environment while achieving impeccable quality.
- Identify and Validate the impact of improvement opportunities.
- Able to transform processes into clear documentation and requirements.
- Ability to influence business partners to make informed decisions and teams without direct authority.
- Ability to handle changing priorities and use good judgment when working in stressful situations.
- Ability to work in a fast-paced environment where continuous innovation is desird.
- Self-starter capable of taking initiative and working with minimal direction.
- Exceptional collaboration, and communication skills.
- High proficiency in MS Office products.
- Fast, clear and independent thinker who is curious about how processes work, has an analytical mindset and has demonstrated leadership abilities.
- Able to see the big picture/whole system and execute on the ground level to improve the overall network. Flexibility to support adhoc tasks and projects as per business needs.
- Customer Obsessed. You seek to deeply understand the needs of your customers, both internal and external, and strive to design and advocate for solutions that will delight them.
- Bright. You excel at understanding and diagnosing broken or frustrating customer experiences through qualitative and quantitative data and transforming it into compelling narratives to drive action. You grasp new concepts quickly and are eager to learn anything that will create value. You also easily navigate the people aspects of a complex, global organization.
- Bold. You are a self-starter, taking initiative to influence others and drive progress with minimal direction. You are not afraid to challenge the status quo, applying strong business judgment to find novel solutions to problems. You thrive in a culture of empowerment, innovation, and rapid change.
- Passionate. You are excited to drive existing opportunities and discover new ones. You imbue a passion for excellence into everything you do, not only raising the bar, but also having fun along the way. Most importantly, you can't wait to be part of a customer-centric revolution.
- Knowledge and understanding of Lean and Six Sigma methodologies to improve the capability of their business processes.
