Sr. Program Manager – Customer Experience at Flagstar Bancorp, Inc in Dallas, TX

Position Title

Sr. Program Manager – Customer Experience (Remote/Work from Home)

Location

Work From Home MI

Job Summary

The Sr. Program Manager is responsible for the overall implementation of the customer experience program within the entire mortgage originations and servicing channels. Their focus is to work with leaders of all levels (National Sales Leaders, Department Heads, Regional/Branch Managers and team leads) while leveraging a comprehensive data driven approach to increase overall customer experience to level above industry averages. This person will execute related day to day activities, drive field participation and measure results regularly.

Job Responsibilities:

Leads all effort to design and develop the customer experience program from cradle to grave in relation to Flagstar customer experience vision across the enterprise. This includes working with internal and external partners/vendors to gain understanding of current processes and initiatives in alignment with stated objectives. Additionally, document and present findings along with recommendations on a go forward strategy to key stakeholders in order to gain buy in. Subject matter expert in customer experience best practices and leverage that knowledge to effectively select external partners and influence internal leaders.

Works across departments to build and implement the new customer experience program, this may include sales, operations, IT, product, marketing, training and servicing. Develop the project plan, prioritized roadmap, and manage project resources. Communicate across teams as appropriate regarding project status as well as cast the vision for long term impact.

Collaborates with Sr. Program Analytics role to create and manage program metrics to ensure goals are met (% of participants in training, on the job coaching completed, etc.). Report to leadership program results and recommendations for on-going enhancements. Collaborate with team members to create tools and training for use day-to-day as related to improving the customer experience.

Once program is implemented, complete oversight of role will be maintained through ongoing enhancements. Review and leverage data to direct activities at the field level (via leadership). Work with managers to develop action plans as well as provide the necessary tools to effectively execute. Continue to review data to review month over month results.

Adhere to all regulatory and compliance issues linked to the job and the team and understand how these issues help the bank achieve the vision of remaining an independent bank.

Job Requirements:

• Bachelor’s Degree in Business or Marketing
• 10+ years’ experience in project/program management with a focus on enterprise, large scale programs with bachelor’s degree or 12+ years of comparable work experience
• 8+ years’ experience with a combination of mortgage, servicing, and customer center of excellence
• 6+ years leading high level professionals through program implementations
• Customer focused mindset – advocates for the customer and is not afraid to represent their point of view even if it’s sensitive feedback
• Ability to think strategically and develop creative solutions
• Interpreting findings and developing a compelling insights narrative
• Ability to swiftly revise and improvise research and project plans as needed
• Ability to translate brand position/value proposition to experiential priorities
• Experience with human-centered design, design thinking methodologies a plus
• Data-driven individual who is comfortable with data and technology; familiarity with data analytics tools, A/B and multivariate testing methodologies
• High degree of initiative and results orientation with a strong attention to detail.
• Proactive self-starter who sets priorities, takes on new projects and drives deliverables to execution with full accountability and a can-do attitude.
• High influence, leadership, and team building skills
• Excellent presentation and writing skills
• Possesses a high degree of professionalism, and is articulate, confident and comfortable playing a consultative role among senior executives
• A proven track record of working well with multidisciplinary teams and business partners
• Strong computer proficiency, including knowledge of Google Doc, Microsoft PowerPoint, Word and Excel