Summary
The Operations Project Manager is responsible for providing a seamless and consistent customer experience, transacting with all methods of payment including Retail affordability programs. By aligning people, process and technologies, the Project Manager will ensure the integrity of the customer experience is preserved, by problem solving and executing on our e-commerce day to day operations.
Description
- Support critical Retail business initiatives, with new or changing offers to customers.
- Drive planning and execution of offer setup, across various affordability and instalment programs Online.
- Achieve operational excellence in the payment and affordability program areas to ensure a world-class customer experience from shopping to order placement to fulfillment.
- Support the Operations function to identify and track customer- or revenue-impacting payments, financing, compliance and fulfilment issues.
- Be the advocate for the Retail customer and represent the voice of the company.
- Collaborate across cross-functional global teams to review issues, root cause analysis and monitor resolutions.
- Proactively monitor and report on metrics to reduce payment friction.
Key Qualifications
- Bachelors degree or equivalent experience.
- Minimum 3 years project management experience and/or 3+ years of hands-on experience working in technology or a technical customer facing role.
- Experience implementing projects showcasing good influencing, coordination, planning and follow up skills.
- Able to prioritize deliverables, focusing on critical items with a persistent attention to detail.
- Quick learner, including ability to understand complex and technical concepts.
- Ability to work in a fast-paced environment and make decisions quickly under tight deadlines and pressure.
- Proven success in team environments demonstrating shared responsibility and accountability with other team members.
- Experience troubleshooting software or system issues in a customer service environment.
- Experience interacting & supporting customers with Affordability programs is a plus.
