Omnichannel Customer Support Program Manager

Required

• Bachelor's degree in business administration, marketing, or related field.
• 5+ years of program management experience, preferably in customer support or a related role, with a proven record of delivering complex programs from concept to completion with measurable results.
• Strong understanding of omnichannel customer support principles, strategies, and technologies.
• Experience analyzing ticket, claims, or contact data to find root causes and reduce volume or cost, working with operations and engineering to fix them.
• Experience running or using a merchant or customer feedback program such as NPS, and turning insights into cross-functional changes.
• Strong writing skills, with experience owning customer communications and keeping support content current.
• Hands-on Zendesk administration experience (triggers, automations, macros, views, SLAs, reporting).
• Experience evaluating or implementing AI or automation in support, with a practical view of risks and limits.
• Excellent communication and interpersonal skills, able to collaborate cross-functionally and influence stakeholders at all levels.
• Analytical mindset, able to use data to drive decisions and continuous improvement.
• Strong project management skills: prioritizing, managing timelines, and allocating resources.
• Experience in a fast-paced, dynamic environment, adapting to changing priorities. A resilient, focused problem solver and self-starter who can multitask and prioritize in a complex and occasionally ambiguous environment.