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Program Manager
3 weeks ago
Job Summary:
We are seeking a skilled Customer Support Program Manager to drive operational excellence, enhance customer support platform experiences, and work cross-functionally to improve the product and support services.
About the Job:
As a Customer Support Program Manager within our organization's Customer Support team, you will collaborate with diverse teams like product, engineering, data science, and more to ensure the success of various initiatives focused on user and creator support.
Key Responsibilities:
- Work closely with product managers, engineers, UI/UX teams, and more to deliver new products/features for user and creator experience.
- Manage and oversee complex, cross-functional programs, driving their successful delivery.
- Develop and maintain the roadmap for customer support platform improvements.
- Monitor trends, gather data, identify issues, and propose solutions to improve support services.
- Identify service gaps and work with teams to resolve them, using a data-driven approach.
- Provide thought leadership on improving customer support services and processes, ensuring continuous improvement.
Qualifications:
- Bachelor's degree or equivalent in a related field.
- 3+ years of experience in project delivery or technical implementation, particularly in areas like customer support or trust and safety.
- Strong organizational and interpersonal skills; ability to lead strategic and complex programs.
- Excellent communication and influencing skills, with the ability to manage complex projects with diverse teams.
- Ability to thrive in dynamic, high-pressure situations.
Benefits:
- Our mission is to inspire creativity and bring joy, with a focus on inclusivity and diversity.
- We foster an
