ADCI
Project/Program/Product Management--Non-Tech, Program Management, selling partner services
ProgramManager,CE,PaymentRisk,CustomerEngagement
Neural analysis suggests this role is
optimal for Manager candidates.
“Program Manager, CE, Payment Risk, Customer Engagement at ADCI. Skills: Program management, Customer engagement, Payment risk. Identify root cause. Prepare initial call-outs”
What You'll Achieve.
Achieve operational goals; Achieve business goals; Improve customer experience; Reduce operational costs
Industry & Context.
Root cause analysis; Problem-solving; Data-driven decision making
What They're Looking For.
Must Have
2+ years program management experience, 2+ years project management experience
Nice to Have
Knowledge of Lean principles, Knowledge of DMAIC methodology, Experience in MS Access, Experience in SQL, Experience in requirement gathering, Ability to write clear requirement documents
What You'll Do.
Prepare initial call-outs
Drive improvements against incorrect contact resolutions
Expand scope across multiple functions
Enhance customer experience
Standardize methodologies
Implement initiatives
Assist in business reviews
Promote CE team's work
Increase stakeholder engagement
Review initiative advancements
Work with data analysts
Work with ML scientists
Work with insights team
Work with Payment Risk Operations
Build conceptual framework
Share recommendations
Support expansion of contact automation
Map impact with metrics
Engage with key resources
Create project documentation
Maintain project documentation
Manage execution part of program
Set project priorities
Set project milestones
Drive delivery to meet deadlines
Optimize cross-team processes
Improve program efficacy
Improve program delivery
How You'll Work.
Team & Collaboration
Cross-functional teams; Stakeholder engagement
Process & Methodology
Program management, Project management, Roadmap planning, Milestones, Deadlines
Full Job Description
Customer Engagement Team is looking for a Program Manager to own the execution for reducing friction and accurate contact automation WW for Payment Risk. In this role, you will assume primary responsibility for identifying root cause and preparing initial call-outs, with associated solution (both short and long term as needed) while driving improvements against incorrect contact resolutions, expanding the scope across multiple functions and enhancing CX. The ideal candidate will possess both analytical and program management skills that enable them to standardize methodologies and data to develop and successfully implement initiatives. In this role, you will experience a wide range of problem-solving situations, tactical to real-time, requiring extensive use of data collection and analysis. You will assist in quarterly and weekly business reviews across Payment Risk to promote CE team’s work, increase stakeholder engagement and review advancements of the planned initiatives while tracking deadlines. You will work with data analysts and ML scientists, audit & insights team and Payment Risk Operations to bring innovation and build conceptual framework through deep dive and root cause analysis. Key job responsibilities 1) Drive data-oriented analysis, adoption of technical solutions and process improvement projects to achieve operational and business goals. 2) Perform deep dive to identify the unique root cause and share the associated recommendation to improve customer experience. 3) Support expansion of contact automation initiatives from existing cohorts to new ones. 4) Mapping of impact with associated operational and business metrics. 5) Engage directly with key resources to proactively identify, analyze, and creatively solve blockers. 6) Create & maintain project documentation such as project plans, functional requirements and specifications, gap and dependency analyses, risk analyses 7) Manage execution part of a small program. You will partner with stakeholders
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