Customer Care Program Manager Jawbone
At Jawbone, we believe Customer Service is an extension of the product, and should be as exquisitely designed as our award-winning products. Customer Service is our most important direct dialogue with users ? it?s a touchpoint that follows the customer from product awareness through use and re-purchase. Since this interaction may stem from a perceived failure, each customer contact is an opportunity to make things right and win a loyal brand advocate.
The Customer care team is charged with setting the tone of the brand in human terms that relate to each customer?s particular situation, not over-arching business policy or marketing language.
The Customer Care team is looking for a motivated program manager to evolve the online, self-service and assisted sales experience for customers seeking support or information about how to get the most out of their products. Candidate must be self directed and motivated with strong analytical, management and coordination skills to handle a variety of activities and complexities spanning across the organization.
The candidate will create and drive initiatives that will improve Jawbone?s ability to seamlessly address the customer?s needs through customer facing projects, enhanced agent tools, and improved internal processes. The candidate will be responsible for improving the customer experience from online self-service content (mobile, web) to various assisted channels (phone, chat, email).
This role is based in San Francisco and reports to the Director of Customer Care
? Monitor Key Performance Metrics. Investigate trends and create initiatives that will target top drivers and mitigate future contacts
? Develop online/self service initiatives that complement the assisted contact channels
? Build business requirements and work with engineering to drive projects
? Create an engaging support content experience (mobile and desktop)
? Build a content strategy that spans both the online support content and also the agent knowledge database
? Improve the customer engagement strategy through enhancements to the IVR, agent tools and contact offerings (phone, chat, email)
? Build roadmap and business case for customer care enhancements utilizing customer analytics, driver analytics, and industry competitive analysis
5+ years of Customer Service and/or e-commerce experience
BA in Business, Communication, or related field
Excellent written and verbal communication skills
Demonstrated experience in development and delivery of projects
Ability to perform in a fast-paced and demanding work environment
Additional Desired Skills and Qualifications:
Experience in technology or consumer electronics
Experience with customer service/CRM technologies
Jawbone makes human-centered products for better daily living. For over a decade, we?ve been creating award-winning wearable technology and audio devices. We?re set apart by the unparalleled innovation, ease of use, and sophisticated design in our Jawbone ERA and ICON Bluetooth headsets, our JAMBOX and BIG JAMBOX wireless speakers, and UP, our lifestyle tracking wristband and companion software.
Privately held and headquartered in San Francisco, we?re an equal opportunity employer with openings for talented, qualified professionals. We provide competitive compensation, equity in a company with strong VC support, and the chance to work with some of the best design and technology minds (and products) in the world. We also offer premium perks like free food, 401K, and generous paid time off.
||150 Executive Park Boulevard |
San Francisco, CA 94134