GoodRx
Project Manager, Customer Marketing & Experience Operations
GoodRx, Santa Monica, California, United States, 90403
Project Manager, Customer Marketing & Experience Operations
Apply below after reading through all the details and supporting information regarding this job opportunity. About the Role We are seeking an experienced
Project Manager, Customer Marketing & Experience Operations
to join our Customer Support Operations Team. This role is crucial in driving the successful delivery of a wide range of projects including campaign development & deployments across multiple channels and ensuring a seamless experience for our agents, team members, and GoodRx customers. As a Project Manager supporting our Operations team, you will collaborate with cross-functional teams to manage and deliver projects that meet agent and customer needs and drive efficiency, customer experience, engagement, retention, growth, and customer satisfaction. The ideal candidate will bring a blend of project management expertise, customer focus, problem-solving, and presentation skills to deliver outstanding results. Key Responsibilities
Project Planning & Execution:
Develop, manage, and execute aligned project plans to ensure timely delivery of customer/agent/CRM projects that meet quality standards and scope requirements. Program Management and Prioritization:
Leverage Jira and program management processes to drive cross-functional awareness of our Operations teams’ initiatives, timelines, and dependencies. Process Optimization:
Identify inefficiencies in existing customer support workflows and implement best practices to optimize speed and quality of service. Stakeholder Communication:
Act as the primary point of contact for projects, driving communication cadences, keeping stakeholders informed on project status. Cross-Functional Collaboration:
Work closely with various teams to coordinate efforts, solve challenges, and ensure alignment with the project & customer’s goals. Data-Driven Insights:
Track and analyze project performance, generating insights that drive process improvements. Documentation & Reporting:
Maintain accurate project documentation and deliver regular progress reports. Program Ownership:
Be the POC for key department programs and events. Qualifications
Education:
Bachelor’s degree in Business, Project Management, or a related field or equivalent experience. Experience:
5+ years of project management experience in a customer-facing role. Data Analysis:
Comfort with analyzing customer feedback and support metrics. Project Management Expertise:
Proven ability to manage multiple fast-paced projects simultaneously. Customer-Centric Mindset:
Strong understanding of customer experience principles. Presentation & Communication Skills:
Excellent written and verbal skills. Technical Proficiency:
Familiarity with project management tools and CRM platforms. Problem-Solving Skills:
Ability to anticipate and diagnose issues effectively. Leadership:
Ability to inspire and lead teams without formal authority. Preferred Qualifications
Certifications:
PMP and/or Agile project management certification. Industry Knowledge:
Familiarity with the health-tech/care industry. Storytelling:
Superior presentation skills with Google Slides. If you’re a motivated project manager with a passion for customer experience & engagement, we’d love to hear from you!
#J-18808-Ljbffr
Apply below after reading through all the details and supporting information regarding this job opportunity. About the Role We are seeking an experienced
Project Manager, Customer Marketing & Experience Operations
to join our Customer Support Operations Team. This role is crucial in driving the successful delivery of a wide range of projects including campaign development & deployments across multiple channels and ensuring a seamless experience for our agents, team members, and GoodRx customers. As a Project Manager supporting our Operations team, you will collaborate with cross-functional teams to manage and deliver projects that meet agent and customer needs and drive efficiency, customer experience, engagement, retention, growth, and customer satisfaction. The ideal candidate will bring a blend of project management expertise, customer focus, problem-solving, and presentation skills to deliver outstanding results. Key Responsibilities
Project Planning & Execution:
Develop, manage, and execute aligned project plans to ensure timely delivery of customer/agent/CRM projects that meet quality standards and scope requirements. Program Management and Prioritization:
Leverage Jira and program management processes to drive cross-functional awareness of our Operations teams’ initiatives, timelines, and dependencies. Process Optimization:
Identify inefficiencies in existing customer support workflows and implement best practices to optimize speed and quality of service. Stakeholder Communication:
Act as the primary point of contact for projects, driving communication cadences, keeping stakeholders informed on project status. Cross-Functional Collaboration:
Work closely with various teams to coordinate efforts, solve challenges, and ensure alignment with the project & customer’s goals. Data-Driven Insights:
Track and analyze project performance, generating insights that drive process improvements. Documentation & Reporting:
Maintain accurate project documentation and deliver regular progress reports. Program Ownership:
Be the POC for key department programs and events. Qualifications
Education:
Bachelor’s degree in Business, Project Management, or a related field or equivalent experience. Experience:
5+ years of project management experience in a customer-facing role. Data Analysis:
Comfort with analyzing customer feedback and support metrics. Project Management Expertise:
Proven ability to manage multiple fast-paced projects simultaneously. Customer-Centric Mindset:
Strong understanding of customer experience principles. Presentation & Communication Skills:
Excellent written and verbal skills. Technical Proficiency:
Familiarity with project management tools and CRM platforms. Problem-Solving Skills:
Ability to anticipate and diagnose issues effectively. Leadership:
Ability to inspire and lead teams without formal authority. Preferred Qualifications
Certifications:
PMP and/or Agile project management certification. Industry Knowledge:
Familiarity with the health-tech/care industry. Storytelling:
Superior presentation skills with Google Slides. If you’re a motivated project manager with a passion for customer experience & engagement, we’d love to hear from you!
#J-18808-Ljbffr