Customer Experience Program Manager Resume Sample
Demario Bruen
5437 Adriel Station,
Chicago,
IL
+1 (555) 758 2331
Work Experience
Customer Experience Program Manager
03/2016
-
PRESENT
Phoenix, AZ
- Experience in project management or in like roles/businesses
- Identify customer insights and key drivers of negative and positive customer experience based on analysis of both relationship (NPS) and transactional (CSat) surveys and other feedback sources. Prepare reporting and presentation for different levels of management sharing insight and recommendations on changes to potentially improve product and services
- Enable the VoC closed feedback loop process by identifying tactical and strategic improvement initiatives that create an overall portfolio of improvement projects; own on-going tracking and refinement of these projects based on subsequent survey results
- Project manage the development of surveys, analysis, and continuous improvements for the current suite of survey tools
- Work cross-functionally to project manage and coordinate Cx programs, including our executive sponsorship program, advisory boards, and win-loss program
- Drive internal critical response and red account programs, focused on remediating poor customer experiences with Puppet
- Knowledge of agile product management (e.g., sprint planning, grooming stories, navigating JIRA, scrum master, project management, usability testing and quality assurance)
- Product lifecycle planning skills
- Understanding of product management, user-centered design, UX/UI and usability testing best practices
Customer Experience Program Manager, Director
04/2013
-
10/2015
New York, NY
- Timeline development and project management
- Excellent presentation skills (tools and methods)
- Change management planning
- Adept at use of standard office technology (MS Office, Word, Excel and PowerPoint), and comfortable learning and activating process management tools
- Develop, adapt and communicate the product/service vision
- Define and prioritize iterative effort (maintaining healthy backlog)
- Collaborate with and provide input to technical teams and scrum masters
- Ensure and maintain quality
Education
George Fox University - Boise Center
2009 - 2013
Bachelor's Degree in Business
Professional Skills
- Excellent interpersonal, verbal and written communication skills, and strong organizational and presentation skills required
- Excellent organizational skills with the ability to prioritize and identify big ideas
- Demonstrated experience in working with regional sales leadership, staff leadership, and partners to deliver superior customer experience results
- Native English (verbal and written) skills – demonstrated ability to influence audiences including those at the senior leadership levels
- Strong copywriting and content creation skills
- Creative skills and strong ability to convert those ideas into a plan that is executed
- Strong communication skills – both written & verbal – with the ability to quickly problem solve
How to write Customer Experience Program Manager Resume
Customer Experience Program Manager role is responsible for presentation, leadership, negotiation, software, retail, training, integration, refining, printing, analysis.
To write great resume for customer experience program manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Experience Program Manager Resume
The section contact information is important in your customer experience program manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Customer Experience Program Manager Resume
The section work experience is an essential part of your customer experience program manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous customer experience program manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular customer experience program manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Experience Program Manager resume experience can include:
- Excellent communication skills (written, oral, presentation) at all levels of the organization
- Strong analytical skills with the ability to utilize data/analyses to influence change and drive business direction
- Excellent interpersonal skills. Responsive to customer and business requests
- Partner with training to effectively roll out change initiatives across affiliates, lines of business and operations
- Prioritize and delegate incoming projects to the Customer Experience Specialist and Analyst teams
- An experience based point of view regarding what matters to customers and a passion for delivering outcomes that meet those expectations
Education on a Customer Experience Program Manager Resume
Make sure to make education a priority on your customer experience program manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer experience program manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Customer Experience Program Manager Resume
When listing skills on your customer experience program manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical customer experience program manager skills:
- Superlative communication skills, both verbal and written, with demonstrated experience presenting and advocating programs to key stakeholders
- Strong Business Analysis skills related to customer experience methodologies, processes, and systems
- Demonstrated excellence in conceptual thinking, analytical, and problem-solving skills
- Demonstrated ability to work effectively across business lines and all levels of management
- Proven ability to interact effectively with a cross-functional team
- Outstanding listening and process diagnosing skill-sets and an ability to create ethical and effective solutions in a team environment
List of Typical Experience For a Customer Experience Program Manager Resume
1
Experience For Customer Experience Program Manager, Director Resume
- Measure and provide reporting on the customer experience program
- Experience with customer relationship management systems, such as Salesforce, SugarCRM, or similar systems
- Define and manage the program end-to-end, including governance and tracking with overall responsible for high quality delivery
- Measure success/lead continuous improvement
- Coordinate with other teams/stakeholders to ensure product visibility, customer engagement and operational support
- Ensure alignment with company goals and strategies
- Design, launch and measurement of programs and campaigns intended to ensure CA customers are able to achieve their intended outcomes by using CA products and services
2
Experience For VP, Customer Experience Program Manager Resume
- Influence and/or build measurement and business intelligence programs with other CA functions to improve tracking and measurement of factors such as product adoption, version currency, customer success activities, customer engagement
- Own the deployment and measurement of these programs as they are executed by cross-functional teams across the company
- Change management for programs and initiatives to ensure adoption of newly launched or enhanced programs
- Embed CX best practices into CA operations and processes across the company and act as a subject matter expert to teams across CA Technologies
- Experience directly involved in design or delivery of customer success/experience (CX) programs at an enterprise software company or customer experience consultancy
- Build strong relations with stakeholders to understand priorities, define the roadmap and to collaborate and work with them on programs and actions to improve our customer’s experience
3
Experience For Customer Experience Program Manager Resume
- Become an internal expert on the Confirmit survey platform – the survey intake & costing process, survey submission and build-out, revisions etc. Build strong working relationships with Confirmit partners
- Refine and leverage existing SOPs, and create new SOPs where needed, to guide POCs in their responsibilities – ensure each service is leveraging the HMD platform to the most beneficial outcomes for customers
- Be comfortable with the data – immerse yourself in survey results regularly. Audit to ensure POCs and the service owners are aware of emerging trends or long-term patterns in their customer experience, and hold them to a high bar in improving areas of opportunity
- Become expert at survey writing – be a trusted resource on writing quality survey content. Ensure that survey questions follow Customer Experience tenets, including being concise, friendly in tone, and in alignment with global best practice on simplicity in survey design and wording
- Become technically adept at using Confirmit’s Reportal data reporting platform, and using FTP tools, to support POCs in leveraging those tools to maintain their surveys on a regular cadence
- Partner with data analysts and statistical experts tasked with building out robust reporting and analytics from VOC data, and our process for applying text analytics to thousands of unstructured customer comments, to drive insightful and data-based decisions
- Look for, suggest, and carry out process improvements – be both a big thinker and detail-oriented in refining process and improving our partnership with our internal & external partners, and ensure we’re holding ourselves as a Customer Experience team to a high bar in improving our customers’ interactions with HR Services
- Be a resource and partner to HR leaders across functions and centers of excellence (CoEs) regionally, ensuring they are able to effectively measure employee experience and translate insights into concrete action
4
Experience For Customer Experience Program Manager, Director Resume
- Excellent judgement and independent decision making skills
- Strong understanding of customer experience measurement methods including NPS, Customer Effort Score, Emotions, etc
- Experience in designing surveys for customer experience research
- Build strong partnerships with service owners, POCs, vendors, technology owners – able to understand customer input and translate it into actionable insight
- Experience in program management, customer service, process improvement, or related work
- Oversee and support the day to day activities of a regional team of CSAT and QA Analysts in Fitbit’s outsourced contact centers
5
Experience For VP, Customer Experience Program Manager Resume
- Manage all Customer Experience projects and work streams required to launch, sustain and improve the Customer Experience including project planning, meeting coordination, reporting, training and communications
- Study and understand the customer needs based on every program scope, data-driven, define the program objective and product roadmap that appeals to customer needs
- Lead the cross team activities and influence different stakeholders from both internal Customer Service and external stakeholders to manage the program according to the business strategy
- Collaborates with Strategic Research & Analytics team on user research, testing and surveys
- Leads the implementation of program and service innovations on time and on budget
- Understands and is mindful of the perceptions and needs of all the customer constituencies the Library serves
- Analyzes user stories and customer data to define customer journeys and service workflows
6
Experience For Customer Experience Program Manager Resume
- Defines productivity, quality, and customer-service standards
- Educates stakeholders and internal customers on the core product value proposition and the issues that a product solves
- Manages budgets and expenditures
- Builds and works closely with the staff advisory group of each project
- Proposes strategies and actions based on data analysis
- Determines when to flag and escalate project risks
7
Experience For Customer Experience Program Manager, Director Resume
- Identifies prospective partners and collaborations for projects and initiatives
- Customer Service –Commits to meeting the expectations of internal and external customers. Listens and responds effectively to customer questions; resolves customer problems to the customer’s satisfaction; respects all internal and external customers
- Collaboration and Teamwork – Supports a positive team environment in which members participate, respect and cooperate with each other to receive desired results
- Job-Specific Knowledge and Skills - Plans, prioritizes, and organizes work effectively to produce measurable results; keeps current with and effectively applies new work methods, skills and technologies to complete work
- Intellectually curious, respond to unplanned opportunities
- Flexible, positive, helpful, can-do attitude
- Foster collegiality, shared vision and teamwork; ability to motivate team members (often in a cross-functional environment)
8
Experience For VP, Customer Experience Program Manager Resume
- Execute C&P Customer Care strategy and drive the implementation across the Customer Care team
- Support New Product Introduction (NPI) efforts
- Customer Care expert for C&P product/software road maps and product development strategies
- Partner with the C&P NPI project teams to ensure product launch readiness, providing content for FAQs and training, ensuring staffing and tailored support requirements, etc
- Deep understanding of B2B channel and working with IT professionals
- Support post-product-launch (sustaining) efforts
9
Experience For Customer Experience Program Manager Resume
- Provide customer feedback and product-performance data to business group development teams in order to help drive next-generation product improvements
- Engage with the broader Customer Engagement organization to understand field performance, trends, top escalations and call types
- Articulate product performance issues, customer needs and solutions through aggregated post-sale product performance data and analytical insight
- Work with Customer Care analytics team to acquire structured data and design functional reports to fulfill analytic needs
- Act as top-level escalation point for call center agents; coordinate and manage escalations to the C&P BG and quality organizations
- Partner with BG and external partners to provide scalable and sustainable/current content for FAQs, Job Aids, and agent up-trainings
- Lead monthly business review meetings with key stakeholders from the C&P BG
10
Experience For Customer Experience Program Manager, Director Resume
- Drive adherence to cross-functional processes and deliverables, including but not limited to; populating and updating the project database, spare parts creation, software download submission process
- Deep understanding of Microsoft and OS operating systems
- Desire to have fun and laugh while getting the job done
- Execute Video Collaboration Customer Care strategy and drive the implementation across the Customer Care team
- Customer Care expert for Video Collaboration product/software road maps and product development strategies
- Partner with the Video Collaboration NPI project teams to ensure product launch readiness, providing content for FAQs and training, ensuring staffing and tailored support requirements, etc
- Engage with the broader organization to understand field performance, trends, top escalations and call types
- Act as top-level escalation point for call center agents; coordinate and manage escalations to the Video Collaboration BG and quality organizations
List of Typical Skills For a Customer Experience Program Manager Resume
1
Skills For Customer Experience Program Manager, Director Resume
- Excellent relationship skills, highly collaborative, with ability to build rapport and credibility quickly with all levels in the organization
- Excellent communication skills for both written and verbal formats
- Advanced knowledge of Excel, strong presentation skills, and the ability to motivate and inspire large groups of people
- Demonstrated experience managing for improved performance across multiple geographies
- Experience in a contact center environment with demonstrated progressively increasing responsibility
- Work across cultures effectively, valuing diversity within virtual team
2
Skills For VP, Customer Experience Program Manager Resume
- Proven experience of influencing other organizations where their support is critical
- Lead a team that has diverse skills and backgrounds spanning technical and business-orientated functions
- Demonstrated knowledge of customer experience systems and best practices
- Strategic thinker who is detail-oriented with a strong tactical execution skill set
- Strong demonstrated business acumen and strategic/tactical business judgment
- Strong conflict resolution and negotiation skill
3
Skills For Customer Experience Program Manager Resume
- Strong Emotional Intelligence and demonstrated ability to collaborate and coordinate cross-functional teams to launch business programs and initiatives
- Prioritize based on impact level and leverage data to drive prioritization decisions
- Creating a work environment that supports cross-functional team effectiveness; 5. management and development of reporting staff
- Experience managing and performing in-depth analytics including combining survey data with transactional data to perform trend/correlation analysis
- Extensive hands-on experience working across multiple disciplines presenting findings to an executive audience and publishing findings in written format
- Experience with extracting and analyzing large data sets that cross multiple dimensions
- Experience with SQL, data acquisition, preparation, cleaning, analysis and reporting
4
Skills For Customer Experience Program Manager, Director Resume
- Experience of driving improvements using Six Sigma and/or LEAN
- Experience developing or testing online commerce products and technologies
- Subject matter expert on customer experience trends, developing and sharing best practices and tactics to improve service delivery of the entire franchise
- Demonstrated ability to succeed in a matrixed organization, engaging in highly-collaborative co-invention and driving cross-functional execution
- Experience working with vendors and managing regional and global projects
- Experience working with IT Technology teams, and be comfortable translating business needs into developer projects
5
Skills For VP, Customer Experience Program Manager Resume
- Marketing, product marketing, category or pre-sales experience
- Work experience, ideally in process re-engineering, strategy, or a customer-centric function
- Demonstrate ability to drive multiple projects across functional teams worldwide, such as business, marketing, legal, technology and etc
- Experience developing organization-wide and customer-centric solutions that drive business decisions and actions
- Experience working in a customer service oriented role
6
Skills For Customer Experience Program Manager Resume
- Strong knowledge and understanding of voice of the customer tools
- Strong knowledge of mortgage lending and operations
- Some formal education/experience in marketing and/or program management
- Continually looking to identify, design and develop Customer experience improvement initiatives
- Support in development of programs, tactics and business line specific action plans elevating Customer Experience standards in Retail
- Experience using business intelligence and metric driven data to development CX programs
- Proven project management capabilities with laser focus on delivering against commitments
7
Skills For Customer Experience Program Manager, Director Resume
- Experience supporting enterprise businesses and their customers
- Deep knowledge and experience using collaborative project management tools and processes (e.g. JIRA, Asana, Smartsheets, Google docs, scrum, agile)
- Accountable for planning and execution of global strategic priorities across all departments within the CX org
- Collect systems requirements, and work with Product/IT stakeholders to assess and prioritize according to operational benefit
- Evaluate organization's performance in lifting sentiment metrics compared to competitors and other brands that deliver best-in-class customer experiences
- Manages performance of customer experience programs, including mitigating risks
- Designs customer experience programs, strategies and services or improve existing programs and processes in collaboration with users, staff and stakeholders
- Identifies objectives and success metrics for programs in collaboration with the Director of Customer Experience
8
Skills For VP, Customer Experience Program Manager Resume
- Works with the customer experience organization to meet service level agreements
- Supervises the Customer Experience Project Lead
- Accountability and Professionalism –Demonstrates enthusiasm for and commitment to the position and accepts responsibility for personal actions
- High energy & enthusiasm to establish new approaches to enhance customer experiences
- Collaborates with Customer Experience, Go-to-Market and Product Business Units to define program framework and operationalize business models
9
Skills For Customer Experience Program Manager Resume
- Analyze datasets to create insights that drive action to improve the Customer Experience
- Program or project management experience
- Motivated, execution-oriented high-performance individual with strong process and metrics focus
- Represent the Customer Experience team in major strategic meetings around product and feature launches
- Set cross-functional expectations around deliverables and overall impact to the customer experience
10
Skills For Customer Experience Program Manager, Director Resume
- Develop a systematic approach that measures, baselines, and improves the overall customer experience for Facebook products and services
- Project or Program Management experience in a comparable field and industry
- Experience with CRM, Customer Management, or Customer Support functional teams required
- Understand and communicate on all the core business drivers for Customer Experience and larger Customer Management industries
- Lead transitions from a test environment to a launch-ready member experience that is fully operationalized
- Demonstrating continual improvement in technical support, associated quality and compliance related matters
- Understanding of current web and mobile technology
- Willing to go to details, but also have strategy thinking
- Be exceedingly proactive, driving the conversation forward, pushing for progress, breaking down roadblocks and making it happen
List of Typical Responsibilities For a Customer Experience Program Manager Resume
1
Responsibilities For Customer Experience Program Manager, Director Resume
- Strong experience analyzing data to back up assumptions, develop business cases, and complete root cause analysis
- Experience creating customer retention, on-boarding policies and procedures
- Experience with managing and conducting surveys
- Experience building and managing programs
- Accountable for planning and execution of global strategic priorities across all Partners within the CX Partner network
- Experience in program, project, or technical management
- Experience with services and support contact center operations
- Translate consumer research and usability testing into an action plan using an iterative test-and-learn process
2
Responsibilities For VP, Customer Experience Program Manager Resume
- Work comfortably with cross functional teams including individual contributors, technical leaders and executives
- Deep understanding of Enterprise Software Technical Support and real-life application
- Positive and agile, with underlying diligence and grit
- Set the vision, strategy and measureable goals for each product/service that supports the overarching digital transformation strategy
- Liaise with global Account Management and Customer Support teams on relevant planning or service level management topics
- Lead monthly business review meetings with key stakeholders from the Video Collaboration BG
3
Responsibilities For Customer Experience Program Manager Resume
- Work with CX leadership and CX Partner Management to define, launch, and execute various strategic and operational initiatives. Introduce programs that have impactful and measurable outcomes
- Collaborate cross-functionally across CX, Product, Trust and Safety, IT, and Finance, and other business teams to drive key programs and projects
- Effectively manage change by influencing and communicating with key stakeholders. Anticipate risks associated with change management, and ensure creative and effective mitigations are available
- Articulate project schedule, dependencies, risks, and status to team members, Partners, stakeholders and senior CX Leadership. (written and verbal)
- Prepare presentations and clearly communicate findings from initiatives within CX and CX Partner Management
4
Responsibilities For Customer Experience Program Manager, Director Resume
- Collect systems requirements, and operational requirements and work with Product/IT/CX Partner Management and CX Shared Services stakeholders to assess and prioritize according to operational benefit
- In collaboration with CX Partner Management and Partner teams, identify opportunities and advocate for product improvements and/or tools that support the team’s strategy and the needs of the customer
- Regularly assess project risks and opportunities. Leverage best practices and continually drive process improvements, but work creatively to drive execution and simplification
- Project/program management experience, with emphasis on program management best practices and methods. Preferably in a high-growth high-volume service operations environment
- Knowledge/experience in the BPO space is welcome
- Exposure to CX/Customer Service operations
5
Responsibilities For VP, Customer Experience Program Manager Resume
- Able to travel in Europe, APAC and NA when required
- Work with CX leadership to define, launch, and execute various strategic and operational initiatives. Introduce programs that have impactful and measurable outcomes
- Collaborate cross-functionally across CX, Product, Trust and Safety, IT, and Finance, and other business teams to drive key programs and projects. Influence CX Strategy in service of the company’s high-level goals
- Prepare presentations and clearly communicate findings from initiatives to senior leadership within CX and and in the broader company
- In collaboration with CX Leadership and Product teams, identify opportunities and advocate for product improvements and/or tools that support the team’s strategy and the needs of the customer
6
Responsibilities For Customer Experience Program Manager Resume
- Create project plans and own delivery to milestones and deliverables; identify, communicate, and mitigate risks
- Lead efforts to resolve conflicts and establish appropriate resolution paths
- Coordinate cross functional dependencies
- Gather feedback from teams and contribute to process evolution and scale
- Efficiently adapt to change (it happens!)
7
Responsibilities For Customer Experience Program Manager, Director Resume
- Focus on Strategic improvements and innovative approaches amongst a data-driven, result-oriented environment
- Balance local needs with global consistency
- Define, establish, and deliver a program that helps drive focus and awareness across cross-functionally on the customer experience resulting in notable improvements on this vector whether they are measured by standard customer satisfaction surveys, in-depth interviews, ad hoc feedback, or other types of observation
- Collaborate with cross-functional teams to develop and maintain end-to-end project plans, ensuring on-time delivery
- Proactive identification of opportunities and subsequent actions to drive service customer delight
- Map dependencies and relationships between program and technologies
8
Responsibilities For VP, Customer Experience Program Manager Resume
- Establish working relations with all partners with an emphasis on unblocking team members when they are stuck, providing day-to-day coordination and quality assurance for project and tasks
- Experience in a role with a proven systematic overall knowledge of the customer service and demonstrated experience performing analysis of performance metrics
- Experience in roles which organized aggregated customer data to analyze trends and feedback while developing plans based on emerging customer needs/requirements
- Set timelines and goals for each phase of the projects and experiences as prioritized by the various stakeholders
- Experience in roles which focused on the continuous improvement of delivering customer service to resolve escalated customer concerns/complaints
- Related experience, preferably in a customer service experience Role; 5 years of experience influencing, leading and/or coaching others who are in a management / leadership role
- Work with the CX team to develop a plan for the overall Customer Experience Vision at Ubisoft
9
Responsibilities For Customer Experience Program Manager Resume
- Create, edit, and validate project scope documentation and requirements as needed
- Plan and organize the CX team’s project backlog and infrastructure projects
- Coordinate the needs and roles of all stakeholders, maintain roles definitions, and update and share all project management documentation
- Understand and communicate what the Critical Path is for each project and keep the stakeholder groups focused on moving that path forward according to timelines
- Hold regular coordination meetings between the stakeholders to keep all participants up to speed with the latest on the project status and hold teams accountable for deliverables
- Perform regular risk assessments for the project timelines and deliverables and document “plan b” options for meeting goal timelines
- Facilitate Conflict Resolution between projects and teams in a collaborative and productive way
- Follow escalation paths for executive awareness for general status, risk assessments, budgets, and timeline compliance
10
Responsibilities For Customer Experience Program Manager, Director Resume
- Demonstrable Expertise in Project management best practices for documentation, organization, and communication
- Know Scrum methodology for project and program management as it applies to both product development and business Process management
- Design and implement customer experiences journey to lead complex cross-functional, cross-business and cross- partner customer experiences. Would participate in the preparation and delivery of presentation to customers and partners
- Collaborate with HP Labs, including our 3 Palo Alto based labs, 3D Printing, Machine Learning and Immersive Experiences, being the connection point between those labs and the customer activities
- Industry, sales, and program experience
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