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BILL · 14 hours ago

Senior Customer Experience Program Manager

Draper, UT

Full-time

Hybrid

Senior Level

5+ years exp

BILL is a fintech company dedicated to empowering businesses through innovative financial automation solutions. The Senior Customer Experience Program Manager will be responsible for executing operational initiatives and managing projects that align with the Customer Experience Operations division's strategic roadmap, fostering partnerships with stakeholders to enhance customer experience.

AppsBillingFinancial ServicesFinTechSaaS

No H1B

Responsibilities

Gain a deep understanding of CXO priorities and execute on projects that deliver value against CXO objectives

Plan, Coordinate, Lead and Govern complex must deliver projects and deliverables that align to department goals and/or CXO organizational strategy

Document and track program and project results against defined milestones. Measure and report on key project indicators. Quantify the value of program execution

Provide strategic insights, analytics, and assessment for projects and ad-hoc requests in support of our transformation initiatives

Provide execution support for strategic planning and governance processes, meetings, communications, and presentations, including preparation of communications to all stakeholder audiences including executive leadership

Identify and mitigate project risk in partnership with project teams. Escalate blockers to stakeholders and accountable leaders up through and potentially including the CXO VP

Be a change advocate through the creation and execution of change management and communication plans for important CXO deliverables

Proactively assist business partners in facilitating process design and improvement activities

Deliver on assigned work with minimal oversight, managing across levels to solve for evolving priorities, ambiguity, and milestones

Qualification

Strategic PlanningChange ManagementProject ManagementAnalytical SkillsLeadership SkillsCommunication SkillsStakeholder ManagementMulti-taskingRelationship BuildingPresentation Skills

Required

Minimum 5 years of related experience

Demonstrated strong leadership skills, exceptional communication, and relationship building skills for coordinating and developing positive working relationships with external partners and internal teams

Led, managed, and played an active, contributing role to project execution, governance, and delivery, including independently creating, implementing, and executing organizational processes

Managed and facilitated meetings with a variety of stakeholders and demonstrated the ability to influence/drive consensus among cross functional teams

Provided insight, analytics, and assessment to support planning and/or delivery of projects targeted to achieve the strategic vision or roadmap

Monitored Customer Service industry trends and environment, analyzed service and operational opportunities, and leveraged key performance indicators, business trends and product developments to improve the customer experience or overall business

Prepared presentation materials for key governance meetings, including executive and senior leadership meetings, to support the development, status, and creation of short- and long-term strategies, projects, and key deliverables

Ability to manage multiple projects and priorities simultaneously