Program Manager, Consumer Experience

Summary: 

The Program Manager, Consumer Experience, is responsible for delivering upon strategic initiatives to: help reduce the “Cost to Serve”, reduce the effort and burden of Service for Consumers, and optimize the systems that are used daily by the wider operation to help meet each moment. They will become an expert in Weber’s Salesforce Service Cloud instance, including Service Cloud Voice (AWS Connect), OMS, Field Service, and Automation solutions. This individual will have direct reports and manage a tech savvy Performance Improvement Team that oversees: Automation, Key Systems, & Performance Reporting (Free of Charge, Revenue, & Agent Scorecards). The Program Manager will support an Americas Omni-Channel project board to ensure delivery of continuous improvement and co-lead an ongoing Salesforce Enhancement board alongside the Technical Architect (Digital IT) & Program Manager, Omni-Channel. They will serve on the Americas Consumer Care Senior Leadership team, guiding overall strategy, ongoing maturity work, supporting execution, and maintaining a strong cub-culture.  

Primary Responsibilities, other duties may be assigned:

• Co-Lead (w Sr. Director Care) America’s Consumer Care project board through regular agyle process.  

  • Project board occasionally requires system enhancements, tracked on the enhancement & defect board when Salesforce Service Cloud, Service Cloud Voice, OMS, Telephony, Experience & Field Service system changes are needed. 

• Lead project work and the “PIT Crew” across all channels within Consumer Care.  

  • Including: roll out and delivery of Ada’s Gen AI hybrid approach, live chat on ECOM (enabling revenue generation efforts), chargeable field services, improving reporting output and performance visibility, etc 
  • Support Training’s Change Management efforts as initiatives are delivered 

• (As Needed) Support wider Omni-Channel work and vision, including optimizing connections, data flow, and UI of Marketing Cloud and CDP benefits within Service Cloud environment, and vice versa. 

• (As Needed) Support Global Data Labeling alignment efforts and ongoing maintenance. 

  • Contact, Claims, Returns & Cancellations Reasons 

• (As Needed) Support Contact Volume and Capacity planning efforts alongside WFM 

• Support future Global Implementation of Go Forward Tech Stack (Salesforce).  

  • Including Asia ticketing, Retail ticketing, LATAM OMS, EMEA full roll out, and ANZ connections to enable Global Exec visibility and fully optimized global experience.  
  • Work to eventually unlock “Follow the Sun” capabilities for review. 

• Support development of an evaluation method to assess systems(s) strengths and areas of improvement. 

• Implement and manage changes to ensure project goals are attained. 

• Ensure program risks are identified, mitigated and budget maintained. 

Other 

• Build strong relationship with cross functional teams. 

• Support New Parts Set up process (where needed) 

• Serve as co-liaison of CC/OE to IT and support for Legal Dept for Security & Stability 

• Share best practices and learnings across the globe 

• Serve as the glue to fix systems issues, problem solve with root cause, attack the problem that has the biggest impact on the consumer as soon as possible 

Requirements (education, experience, and skills):

• A minimum of 5 years significant experience relevant to Salesforce Service Cloud, objectives and scope above, including 2 years managing projects with a leading consumer brand.   

• Experience with Salesforce eco-system. In particular Service Cloud, Service Cloud Voice, Einstein, Field Service, OMS, Experience Cloud & Amazon Telephony 

• Experience with Zendesk, Agyle, SAP, CRM, Call Center Telephony systems a plus. 

• Demonstrated strong analytical skills. 

• Skills in complex problem solving, judgment, critical thinking and decision making. 

• Ability to be highly organized with an emphasis on accuracy and timeliness. 

• Command of and Confidence w/ Microsoft Excel and Powerpoint 

• Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time. 

• Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, vendors, and outside agencies.