Program Manager IV

Cupertino, CA
Job Terms:
Start date:
Posted By:
Jennifer Torrens

Job Description:

In this assignment with Aquent's client, you will support and grow programs that enable third party partners to sell services on the client's behalf. You are a curious person who loves to tackle problems and enjoys finding the solution whether it be technical, process, or otherwise. You are comfortable navigating ambiguity, you are creative, and you love to understand the ins and outs of an issue. You can balance the needs of multiple teams and maintain a strong sense of emotional intelligence for our partners.


Working closely with cross-functional internal global team members, this role will be accountable for defining customer enablement from a shopping perspective; supporting customers in choosing the products right for them, and driving overall purchasing confidence and customer satisfaction.

•   Partner with Customer Insights, Customer Experience, Conversion Optimization and Contact Center teams to analyze customer feedback, Chat logs, points of buy flow friction, internal search logs, etc. and connect the dots to identify and prioritize opportunities to improve customers’ shopping confidence challenges.

•   Understand global e-commerce, social and digital trends for how consumers shop and consume information. Benchmark other e-commerce retailers, shopping sites and shoppable apps, and be on top of forward-looking trends.

•   Develop a holistic strategy and playbook for when and where in their journey customers are presented with self-help tools and digital content, versus when appropriate to offer more personal support methods.

•   Partner cross-functionally with Product Marketing, Marcom, Retail Marketing, and Product Management to develop innovative and engaging self-help digital tools and content that resonate with customers and provide the answers and guidance they need to make their purchase decision with confidence.

•   Partner with the Retail Contact Center, Product Management and Engineering teams to develop shopping enablement programs and services that are world leading in their offering, content and format, and highly successful at supporting customer purchase.

•   Partner with Buy flow optimization, Merchandising, Marcom and Retail Marketing teams on optimal placements and messaging for all forms of online shopping help.

•   Ensure appropriate goal setting, testing, tracking and measurement of tools, programs and services including messaging, content, placement and customer conversion and satisfaction.

•   Present insights and report on business performance of shopping enablement to senior executives and cross functional stake-holders.

Key Qualifications

·      Successful track record in program management at a leading global brand.

·      Intelligent quick learner with an analytical orientation, strategic vision, consensus building skills, and consultative style.

·      Ability to collaborate cross-functionally and globally to leverage knowledge to gain competitive advantage.

·      Demonstrated ability to positively influence people across all functional areas of an organization.

·      Excellent verbal and written communication skills; demonstrated success building buy-in for an innovative and bold vision.

·      Effective planning skills with the ability to handle multiple projects or tasks at the same time, while being open to and responding flexibly to change.

·      Strong quantitative and problem solving skills with the ability to synthesize and distill large amounts of data into action plans. Experience working with ROI analysis and reporting.

Education and Experience

·      8-10 years of digital commerce, customer experience, digital merchandising, or equivalent experience at a leading global brand

·      BA/BS required, advanced degree a plus


Client Description:

Our client, a leader in consumer electronics, is one of the greatest, most innovative, world-changing companies ever created! More like a cluster of start-ups versus a large company, they are single-handedly credited with creating some of the most impactful products of this generation.

Working alongside some of the brightest and most talented people, the work you do here will add up to something big that could not be done anywhere else.  There is no doubt that your best work will be brought out achieving some hefty goals at a heroic pace.

One thing we know is that you WILL NOT ever be bored.​

WORKING WITH AQUENT: long-term assignments with Aquent gets you access to some pretty cool things:
- You're paid weekly
- Subsidized health (including term life and LTD) and dental benefits after your first four weeks of work (averaging at least 20 hrs/wk)
- Access to Fidelity 401(k)
- Access to FSA Program
- Direct deposit for your pay check
- Access to our Talent Rewards Program (we reward for referrals!)
- Access to free online courses via Aquent's Gymnasium, to help you develop your skills: http://gymnasium.aquent.com/
- Access to free online courses via Lynda.com
- Aquent support: your Aquent Resource Manager checks in with you during the course of your contract to make sure you're happy and progressing according to your expectations (we're also there to be looking for new opportunities for you when you're close to wrapping up)