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Senior Program Manager

About GoDaddy

GoDaddy powers the world’s largest cloud platform dedicated to small, independent ventures. With nearly 17 million customers worldwide and over 75 million domain names under management, GoDaddy is the place people come to name their idea, build a professional website, attract customers and manage their work. Our mission is to give our customers the tools, insights and the people to transform their ideas and personal initiative into success. To learn more about the company visit ***************.

The Senior Manager of Customer Experience Program Management will lead cross functional transformational initiatives to help deliver business outcomes in the areas of efficiency, customer experience, and employee engagement. The position will lead efforts to design, organize, prioritize, and execute on the critical programs that will help deliver the company vision and strategy. The person leading these efforts will need to be an experienced and skillful professional in the disciplines of contact center operations, technology, sales, and digital capabilities. Ideal candidate will have strong calibration, communication, organization, and presentation skills.

Responsibilities:

Develop and maintain the Customer Experience strategic priorities roadmap which includes a project portfolio and project prioritization matrix with focus of quantifiable targets, objectives and performance success metrics. This also includes a timeline that outlines all required dependencies.
Develop and execute program management strategy for all projects that impact the customer experience, understanding the existing workflows, behaviors and/or expectations while creating and maintaining project artifacts to ensure on-time, on-budget delivery
Drives operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; implementing change
Proactively communicate any risks to project timelines. Includes Communication Plans, Mitigation Plan and/or any other Project Management Tool that helps identify the Critical Path and/or independencies between activities that may negatively impact organizational success. This includes updates, progress, and critical path workflow evaluation for the benefit of driving success through the C3 organization
Provide frequent program updates on all executed projects
Provide detailed postmortems and/or valuation support for all executed projects
Seeks out new innovative ideas in operations, technology, and other disciplines in an effort to bring new ideas to the organization that enhance operational, efficiency, and employee engagement outcomes

Requirements:

5+ years Program Management experience with demonstrated successful outputs
5+ years customer operations experience
5+ years contact center experience
Clearly understands the technical aspects of customer operations and contact centers including CRM, telephony, CTI, IVR, etc.
Clearly understands how a contact center operates including people, process, and technology
Project management experience working in an Agile development environment
Experience in change management best practices
PMP Certification
Lean Six Sigma Green Belt Certification or higher
8+ years working experience in a customer contact center environment
Experience working in a global organization
Knowledgeable and experienced in implementing innovative contact center technology improvements

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GoDaddy is proud to be an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of age, race, color, creed, religion, sex, sexual orientation, gender, gender identity or expression, medical condition, national origin, ancestry, citizenship, marital status or civil partnership/union status, physical or mental disability, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state or local law. GoDaddy will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

If you need assistance completing an application for a position with us, please reach out to our Recruiting Team at **********************

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