Assess customer experience pain points using data and LBGUPS methodology.
Create current state and future state customer journey maps.
Build Customer Experience strategy that drives increase in NPS.
Recommend and facilitate decision making of strategic plan and approach to include timelines and resource needs.
Structure, manage, facilitate and provide hands on delivery of customer operations process improvement initiatives through immediate, medium, and long-term improvements.
Daily, hands-on program/project management throughout the program and project life cycle.
Build and maintain program and project deliverables; complete project and program communication documents using PowerPoint, Excel, MS Project, and other tools.
Establish risk management, escalation paths, and take corrective measurements.
Drive progress by engaging and influencing cross functional participants.
Consistently exercise informed judgment and discretion in matters of significance.

Requirements

Candidates must have strong practical experience in program and/or project management, gained through managing cross functional projects with customer experience and operations teams within the broadband industry.
Experience using LBGUPS to assess and drive strategic planning.
Prior experience creating current and future state customer journey maps to identify pain points.
Minimum of 8 years of experience in consulting and/or strategic planning and program management with a focus on operational improvements within a technology focused company.
Experience working in the telecommunications/broadband industry is required.
Strong analytical and documentation skills; prior experience with process mapping and KPI tracking.
PMP certification or equivalent experience.
Direct hands-on proficiency with Microsoft Project, Smartsheet or other project management tools.
Strong PowerPoint and Excel skills.

Benefits

Our team is unique — we are passionate about what we do.
Sand Cherry is not a top-heavy organization.
Discover the experience that only comes with self-responsibility in the workplace.
Professional career growth is one of our main priorities.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

program managementproject managementcustomer journey mappingprocess mappingKPI trackingstrategic planningoperational improvementsdata analysisrisk managementdecision making

Soft skills

analytical skillscommunicationinfluencingjudgmentdiscretionfacilitationorganizationcollaborationproblem solvingleadership

Certifications

PMP certification