Job Description

• Define the direction for the program and gain consensus and clear alignment at all levels as appropriate, within Customer Service.
• Interact with cross-disciplinary and cross functional teams like Customer Service Operations, Retail, and Transportation, software development and IT to design the program’s standard operational procedures, processes and technical requirements.
• Define, prioritize and plan the projects that need to be implemented to execute on the process and technical requirements.
• Schedule, secure resources and manage cross functional teams to deliver to these projects.
• Monitor the execution and ensure the delivery of projects is to an appropriate level of quality, ensuring the overall integrity of the program.
• Monitor the program’s overall progress; anticipate risks, resolve issues and initiate corrective action as appropriate.
• Manage the dependencies and the interfaces between projects and negotiate the trade-offs needed.
• Expert stakeholder management and relationship building skills.
• Provide program progress reporting on a regular basis.
• Where applicable manage and oversee third party contributions to the program.
• End to end responsibility for the program’s execution and success.

Required Knowledge, Skills, and Abilities