$150K — $200K *
Sr. Program Manager – Customer Experience (Remote/Work from Home)
Work From Home MI
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.
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.
Valid through: 4/20/2021
$150K — $200K
5 days ago
$80K — $100K
3 days ago