Customer Care Program Manager II, Grocery Stores; WWGS) Support Services

Job :  |  Services LLC - A57

Responsible for serving as subject matter expert on assigned areas of Customer Care support for phone, email, social care and other customer-facing channels. Creates SOPs, knowledge base articles and training to support the contact center partner in answering customer queries in an accurate and timely manner. Monitors customer inquiry trends and patterns to identify areas of concern for the company, marketing, stores and regions.

• Manages the Customer Care program for assigned topic areas, providing a high level of support on escalated issues.
• Partners with cross-functional Team Members across store, region, and other relevant groups, to ensure effective understanding and response to customer inquiries and concerns.
• Manages the Customer Care SOPs and concession policy for assigned program areas.
• Creates the supporting training materials, job aids, knowledge articles and email template for use by Tier 1 and Tier 2 contact center agents.
• Updates customer care leadership and business partners on key metrics concerning customer care for assigned program areas.
• Identifies trends and risks in assigned care program area.
• Ensures standard methods and templates are adapted and applied in an efficient and effective manner.
• Manages program launches for assigned program areas.
• Manages assigned vendor partner relationships to ensure quality and productivity KPIs are consistently met or exceeded.
• Recommends process or workflow improvements to team leadership based on agent CSAT feedback and quality evaluations.
• Manages purchasing estimates and commitments for assigned program area.
• Participates in on-call rotation; responds to alerts and system issues.
• Applies basic research, information gathering and analytical skills to select appropriate alternatives from defined options, collect required documentation and verify conformance with standards, assess accuracy of detailed information.
• Handles detailed, structured problems; identifying roadblocks to task completion.
• Exercises good judgment within defined procedures and practices to determine appropriate action.

• 3+ years of program or project management experience
• Experience using data and metrics to determine and drive improvements
• Experience working cross functionally with tech and non-tech teams
• Strong experience using CRM technologies or social media management tools to create efficiencies and improve the customer experience.
• Advanced proficiency to analyze data for trends and synthesize into recommendations for training or process improvements.
• Solid proficiency in developing / implementing customer retention offerings to enhance customer experience.
• Advanced experience creating training presentations, knowledge base articles and email templates.
• Advanced communication skills, including written, verbal, and listening.
• Able to communicate technical information effectively to non- technical audiences and stakeholders.
• Maintains positive working relationships with supported functional stakeholders and third-party service provider representatives, proactively engaging to understand objectives and issues.
• Able to identify alignment / misalignment of team project goals with larger organizational strategy, goals, and objectives.
• Understands the WFM product mix, supply base, and retail operations.

• 3+ years of driving end to end delivery, and communicating results to senior leadership experience
• 3+ years of driving process improvements experience
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• Experience building processes, project management,…