Program Manager, Customer Experience in Draper, UT

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Industry:

Consumer Technology   •  

8 - 10 years

Posted 7 weeks ago

StubHub is looking for an experienced program manager to partner with service design to deliver groundbreaking change for the Customer Experience team working cross functionally and in collaboration with the StubHub Business and Technology teams. Reporting to the Sr. Manager of Business Operations, you will be responsible for leading some of the most critical programs and projects from concept to actual program or project delivery for the Customer Experience organization. These initiatives will lay the foundation for our longer-term vision for Customer Experience, they will bring efficiency in overall operations, improve frontline and customer interaction and will align our global team through shared global process and tools.

Responsibilities:

  • Plans, leads and delivers concepts for the business.
  • Leads complex programs and projects.
  • Responsible for leading cross functional teams to achieve complex objectives.
  • Partners effectively with StubHub Technology teams.
  • Can coach and mentor others on project management skills.
  • Leadership and management of program and project documentation including but not limited to communication and change management plans, project plans, risk and issue management, decision-making and schedule management and presentations.
  • Has strong business insight, knows how the business works and can effectively get things done. Navigates the organization, connects dots and has financial experience.
  • Effectively communicates with sponsor, partners and team members.
  • Can synthesize information from multiple sources and use it for effective decision-making.
  • Works autonomously while maintaining a high level of visibility into key decisions, issues and status.
  • Leads and participates in cross functional analysis efforts.
  • Makes sound decisions and effectively avoids or mitigates risks.
  • Lead, direct, motivate and inspire the team to achieve desired outcomes.
  • Works effectively with cross functional partners.
  • Brings thought leadership and strategic direction.

Requirements:

  • BS/BA degree or equivalent work experience.
  • 8+ years related experience in program or project management.
  • Experience leading technical programs and detailed technology implementations plans.
  • Excellent program and project management skills.
  • Self-starter, detail oriented, very well organized and able to balance multiple assignments, projects, meetings and priorities.
  • Has a positive outlook encouraging others around them to see the vision and motivate others to deliver on the desired outcomes.
  • Demonstrated ability to drive large-scale change management within a complex and geographically dispersed organization.
  • Able to synthesize complex information into a clear, concise narrative.
  • Skill in focusing on desired results, determining what is important, clarifying next steps, and delegating effectively to meet deadlines and achieve desired results.
  • Actively manage expectations and communicate progress, effective decision-making, and leadership / oversight for issue resolution.
  • Excellent change management skills with attention to detail.
  • Trusted consultancy leadership, in a complex and diverse global organization.
  • Outstanding collaboration and partnership capabilities.
  • Expertly resolve conflict, persuade and negotiate with internal and external parties.
  • Synthesize information from multiple sources and use it for effective decision-making, accountability management, and to facilitate solutions across multiple groups.
  • Experience with senior executives and ability to deliver executive level summary reports and presentations, clearly communicating complex information to a diverse audience.
  • Strong interpersonal, organizational and presentation skills (written & verbal).
  • Highly capable change leader able to use multiple tools to ensure the organization is knowledgeable and ready to execute plans and initiatives.
  • Demonstrate strong performance management and people development skills, including motivating, coaching, mentoring, and empowering.
  • Encourage career development and provide opportunities through job enrichment, task and project assignments to allow employees to grow into increasing levels of responsibility.
  • Ability to work autonomously while maintaining a high-level of transparency into key decisions and issues.
  • Experience and expertise with MS Office (word, excel), Visio, PowerPoint, and project management tools.
  • Experience with large-scale contact centers, global operating environments, or eCommerce / Tech is preferred.
  • PMP certification a plus.