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Customer Experience Program Manager

The World's Largest Home-Sharing Marketplace

Full time

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San Francisco, CA
Monday - Friday, 40 hours per week with weekend/overnight on-call availability preferred
Assignment Length:
6 month contract
Job Description

HireArt is helping the world's largest home-sharing marketplace find a Customer Experience Program Manager to manage support operation and customer experience. The ideal candidate will have a deep understanding of customer service operations and 5+ years of progressive leadership experience in that field.

As Customer Experience Program Manager, you will: 

  • Resolve product or service issues by determining the root cause of customer complaints and selecting and explaining best solutions.
  • Assist in creating processes to administer, collect, analyze, interpret, and drive actions from ongoing customer feedback streams.
  • Support platform development by collecting business and product requirements.
  • Help implement and integrate support systems with internal products.
  • Develop thoughtful navigation and workflow requirements.
  • Assist in creation and implementation of support workflows, escalation pathways and procedures, and training materials.
  • Lead onboarding and training of contracted support agents.
  • Work cross-functionally to document CX component by way of customer journey mappings.
  • Develop initiatives to address opportunities identified through journey mappings.
  • Help define metrics to measure overall health of CX program.
  • Design, build and manage CX reporting.
  • Bachelor's degree or greater preferred
  • 5+ years of progressively responsible leadership experience in customer service operations
  • Proven track record of managing performance across a matrixed organization
  • Strong analytical skills and the ability to clarify and prioritize using data
  • Experience driving B2C relationships and leading outside teams to exceed goals
  • Ability to work under conditions of ambiguity in a fast-growth, sometimes uncertain and complex environment¬†

Commitment: This is a full-time (40 hours per week with weekend/overnight on-call availability preferred), 6-month contract position through HireArt and based in San Francisco.

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