Are you interested in innovating and influencing to improve the WW seller contact experience? Do you strive to create customer-centric solutions that drive measurable results? Do you like to design and implement scalable end-to-end mechanisms to drive progress and increase transparency? If so, this role might be for you! The Selling Partner Support (SP Support) team is looking for a Mgr, Program Manager to build and manage mechanisms that help measure and improve the seller support experience.
As a Mgr., Program Manager, you will be responsible for developing mechanisms that influence how SP Support partners measure the impact of their launched programs to improve the support experience. Your work will involve a blend of impact measurement, program management, and education of stakeholders. You will collaborate with business, operations, training, product, and software development teams both inside and outside SP Support. You will own the roadmap of the tools/programs that are used to measure the impact of the 700+ initiatives that are launched per year. You will also help the team continuously raise the bar on how impact measurement is performed to make sure that partner teams have solid understanding of the return on investment (ROI) of their initabives.
The ideal candidate for this role will be able to:
Interact with stakeholders at multiple levels and dynamically lead business and product teams to define and deliver solutions to establish standard processes.
Identify and analyze data to isolate issues, develop solutions and prioritize opportunities for seller support experience improvements.
Raise the bar on impact measurement through a solid background and understanding of causal inference methods (A/B tests, etc.)
Look for ways to scale tools, processes and mechanisms without loosing sight of the nuances of different use cases.
Maximize resource utilization for the greater good of the organization.
Develop and drive structured weekly, monthly, and quarterly business review mechanisms for the team.
Create, maintain and disseminate project information to stakeholders and senior management.
Remain flexible to changing priorities and open to new ideas.
Be a role model across the wider org, championing seller’s needs and using data and technology to anticipate and exceed them.
Key job responsibilities
The ideal candidate for this role will be able to:
•Interact with stakeholders at multiple levels and dynamically lead business and product teams to define and deliver solutions to establish standard processes.
•Identify and analyze data to isolate issues, develop solutions and prioritize opportunities for seller support experience improvements.
Determine and implement effective Operations solutions quickly, so as to not impede production.
•Look for was to standardize tools, processes and mechanisms at scale.
•Develop and drive structured weekly, monthly, and quarterly business review mechanisms for the team.
•Create, maintain and disseminate project information to stakeholders and senior management.
•Develop a shared roadmap mechanism that enables to team to plan and manage multiple parallel projects.
•Build out communication mechanisms across the team.
• Problem-solving, strategic to real-time, requiring extensive use of data collection and analysis, and preparing and executing regular program updates to senior management.
•Remain flexible to changing priorities and open to new ideas.
•Be a role model across the wider org, championing seller’s needs and using data and technology to anticipate and exceed them.
