Customer Care Program Manager

Tile has invented a simple and sleek location tracking app that can be used to track any item users don’t want to misplace. Users can place small, affordable Tiles on wallets, purses, computers, luggage, etc., allowing them to communicate within the world’s largest lost and found network.

Tile’s rapidly expanding, international customer care team is looking for an experienced program manager to help us deliver a best in class service experience as our community continues to grow. The Customer Care Program Manager is charged with maximizing cost-effectiveness and customer satisfaction by by analyzing available data to recommend and implement new processes, systems, workflows and technologies.

* Combining rigorous data analysis with first-hand process knowledge to propose new ways of doing things — ranging from altering agent workflows to overhauling system configurations, to implementing new SaaS and technology solutions * Preparing dashboards, presentations, reporting, and other deliverables that help tell the the story of our performance and progress * Collaborating with customers, other customer care team members, and internal business partners to fully understand the customer care experience end to end * Leading our customer insights program, which includes collecting and analyzing Net Promoter Score (NPS) surveys, producing Voice of the Customer reports and partnering with internal business partners on customer outreach initiatives * Leading the development of customer self-service content and technologies

* The successful candidate will be an out-of-the-box thinker who seamlessly blends an obsession with data with an empathetic understanding of the customer experience. * Cool under pressure and extremely comfortable with ambiguity, you realize that things only appear nebulous when you don’t understand them well enough, and you’re supremely confident in your ability to use your observational and analytical skills to simplify even the most confusing of processes. * You enjoy working with people and are skilled at building consensus and keeping people on task, even when conflicting priorities threaten to draw their attention elsewhere. * You genuinely care about our customers and their experience with our product and don’t mind picking up the phone on occasion to hear what they think first hand. **We're looking for:** * 3-5 years leading process improvement initiatives, preferably in a customer service context * 1-2 years working as a customer service agent, preferably in a contact center environment * Ability to compile data-driven visuals that are simple, compelling, and actionable * Experience with data visualization tools such as Tableau and ChartIO and ability to perform SQL queries a plus * Ability to consistently achieve deadlines while coordinating and influencing a cross-functional team with competing priorities * Six Sigma, PMP, or other formal project management certification or training preferred * Familiarity with customer loyalty metrics and methodologies including CSAT, NPS, and CES * Experience using statistical models to forecast expected future results * High level of proficiency with excel * Bachelor’s degree required; MBA preferred