Principal, Customer Service Program Management
Core
Design end-to-end operational systems and scalable workflows for frontline customer service operations, ensuring efficient service delivery and flawless launches.
Role type
Senior IC program manager (customer service operations)
Builds
Scalable enterprise frameworks for CS frontline operations
Domain
Customer service operations / Process improvement
Required skills
Program management, Process architecture, Data analysis, Incident response, Stakeholder alignment, Business continuity planning
Preferred skills
Lean/Six Sigma/Agile methodologies, Data visualization (SQL/Tableau/Power BI), System launch management, Risk management frameworks
Technologies
SQL, Excel, Tableau, Power BI
Responsibilities
Design multi-quarter process roadmaps for CS operations, Build proactive analytics mechanisms for operational health, Design and deploy instant workaround solutions for system outages, Align cross-functional teams on operational changes, Lead incident response and business continuity planning, Translate complex data into actionable operational solutions
