Program manager ii - united states, san diego

the "world's largest search engine" is looking for you!!

 

position description

project overview:

the support side of the device and services team is broken out into business units.  the unit that oversees the customer support for all our compnay's nest product and services is made up of a team of managers and product specialists.  this team is the primary interface from support, to marketing teams, engineering teams, product managers, legal supply chain.  in addition this product specialist bu team works with other functions within the dspa group, such as finance, training, kb, planning and forecasting. 

responsibilities of the team include preparing cs for product and service launches, driving support strategy, overseeing escalations and providing meaningful and actionable feedback and insights to the business.  this tvc role will support the dscc product specialists.

overall responsibilities:

this role will provide operational support and some project management support to the dscc product specialist team.  specifically performing some business analytics by looking at data, trends, processes and other reporting and finding areas of opportunity to improve customer experience.  this role will also review and filter executive escalations, legal escalations, security escalations and ensure they are getting to the right team to resolve.  other responsibilities include general operational support such as managing open product bugs, reviewing kb and help center content and managing some small scale projects within the team.

top daily responsibilities:

bug management:  team owner for open bugs assigned to cs or of bugs our teams open (product / process fixes)

escalations:  reviewing executive, legal, security escalations and ensuring they are assigned to correct teams and resolved

operational continuity: directional coverage for product related emergencies and outages

operational support:  process improvement and smaller scale project management within the cs team for things such as playbook development, competitive analysis, customer experience analysis

skill/experience/education

mandatory

education:

4 yr degree

total years of experience: 

3-5 in customer service operations, project management, product launch lifecycle, business operations or process improvement

skills or processes candidates must have to be considered for role: 

project management skills, strong communication skills, ability to assess data and reporting and extract insights and analyses to help drive business decisions.

specific tools or applications experience:

google applications

desired

non-essential skills/qualifications:

pmp, six sigma black belt, or kaize, or lean manufacturing certification

this client is requiring that all new hires show proof of covid-19 vaccination. however, accommodation considerations will be reviewed for those that cannot be vaccinated for medical, religious, or other reasons protected by law.

equal opportunity employer/veterans/disabled



the company will consider qualified applicants with arrest and conviction records

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