Senior Program Manager – Customer Support
#LI-AM1
Seniority Level: Mid-Senior
Location: Long Beach or US Remote
About the role and about You:
Zwift is looking for a Program Manager focused on our expanding Community Support business function. In this role, you will be responsible for managing the implementation of various Community Support process, organizational, vendor, and technology projects; managing 3rd party Community Support partners project delivery and execution; and supporting improvements to the Community Support function overall. Reporting to the Manager of Business Function Program Management, and working closely with the Vice President of Community Support, you will be a key leader for Zwift’s future success by helping deliver and maintain the Community Support function which will be critical to the success of Zwift’s growth.
What you’ll do:
- Perform a Project Management role for a series of ongoing Community Support projects such as:
- Updating self-service functions;
- Managing and updating internal playbooks and Wiki;
- Selecting and operationalizing vendors;
- Updates to Community Support technology tools.
- Ongoing, manage the continuous improvement projects for Zwift’s Community Support - digital and voice channels.
- Work closely with third-party implementation partner(s) to track and manage issues, risks, schedule, scope, and communications implementation and ongoing execution.
- Work closely with Zwift Community Support executives, including the C Suite, to ensure communication is thorough, decisions are timely, and the value is realized.
- Be an active participant in all design, development, testing, and roll-out decision making processes for the Community Support processes, organization, and tools .
What we're looking for:
- BS in Operations, Engineering, or relevant management area.
- 5+ years of experience in Project Management.
- Experience managing Community Support / Customer Service projects.
- Experience in an international implementation.
- Needs to have flexible working hours to work with a global footprint (e.g., US, UK, Philippines, China, Eastern Europe).
- Expert in project management tools and processes.
- Experience serving as a project manager in a remote/distributed working environment.
- Demonstrated ability to work in a team environment.
- Strong communication skills with both technical and non-technical audiences.
- Self-motivation to deliver results and seek continuous improvement.
Bonus points:
- Experience working with Community Support BPO vendor(s).
- Certified in PMP and/or SAFe and/or PMI-ACP and/or SCRUM.org
- Experience working with third parties resident in Asia Pacific.
- Experience with Kustomer.
- Experience with SmartSheets Project Management tool(s).
How to stand out among the rest:
Your resume/CV is enough to show off your skills, accomplishments, and experience. However, if you choose to include a cover letter introducing us to your awesome personality, we will read that too.
Values:
Of course, we are nothing without our values. Our values ground us. They ensure we run and build a company where people love to work, feel like they are welcomed, included, and belong. Only then can they thrive and do their best work. The values we strive to live every day are:
- Make It Fun
- Elevate Teammates
- Cultivate Our Community
- Always Level Up
- One Zwift for All
We strongly believe that different backgrounds and ideas are a competitive advantage; we hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Zwift is proud to be an Equal Opportunity Employer. If you have a disability or special need that requires accommodation, please let us know by emailing [email protected].
Zwift, Inc. is an Equal Opportunity Employer.