Program Manager_USA_USD

Title: Program Manager_USA_USD

Description: What You'll Do
Continuously update both the internal and customer-facing knowledge base and workflow documentation for the CX team.
Identify and automate recurring workflows across our CX teams.
Experiment with tools, build prototypes, test automations, and help us redesign how we can automate interactions across different channels - without sacrificing customer support quality.
Analyze CX data (efficiency, quality, customer sentiment) to spot patterns and opportunities for automation
Document and improve current-state processes, SOPs, and tooling flows with an eye toward scalability and clarity
Establish governance for the support center and chatbot content to ensure consistency, accuracy, and relevance across channels
Define and execute the roadmap for AI-powered support experiences, including chatbot, agent assist, and IVR
Continuously improve containment and resolution rates by optimizing bot flows, self-service experiences, and knowledge delivery
Stay on top of emerging trends in AI and customer support technology, proactively proposing innovations that improve customer and agent outcomes
Collaborate cross-functionally to embed AI support moments into the broader customer journey, aligning with engagement and revenue goals Dogfood Our Products: Proactively test and explore our digital products as a customer would. Surface UX or journey issues and collaborate with product teams to address them.
Note: All new CX team members are expected to work as full-time support agents for the first 3 months to develop deep empathy for our customers and frontline team.

Skills:

You will receive the following benefits:

• Medical Insurance - Four medical plans to choose from for you and your family
• Dental & Orthodontia Benefits
• Vision Benefits
• Health Savings Account (HSA)
• Health and Dependent Care Flexible Spending Accounts
• Voluntary Life Insurance, Long-Term & Short-Term Disability Insurance
• Hospital Indemnity Insurance
• 401(k) including match with pre and post-tax options
• Paid Sick Time Leave
• Legal and Identity Protection Plans
• Pre-tax Commuter Benefit
• 529 College Saver Plan

Motion Recruitment Partners (MRP) is an Equal Opportunity Employer. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre-employment screening. Accommodation will be provided in all parts of the hiring process as required under MRP’s Employment Accommodation policy. Applicants need to make their needs known in advance.