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E commerce Project Manager

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Looking for an Program Manager to focus on projects/programs cross functionally across different teams involved in retail & e-commerce. The core focus will be consumer experience journey mapping and customer support operations including call centers and knowledge/content management. 



Required: 

• Experience with building contact center flows (contact initiation/setup, troubleshooting, actions - RMAs etc, wrap-up) 

• Experience with content management systems (CMS) and defining knowledge base for support (online help content, on-device help content, blurbs, help videos etc.) 

• First hand experience in managing consumer support operations for new NPI consumer electronics is a must have. 

• Experience in retail & operations in a consumer electronics company is a must have. 

• Tech experience in SW or TPM in order to write technical documents and work with developers. (No coding required but the person must be technically savvy). 

• Experience with retail where the individual has been required to put themselves in the customers shoes and enhanced the customers buying or returning experience - E-commerce, In store Retail, call center support, etc. 

• NPI (New Product Introduction) experience in regards to consumer experience. 

• Experience in working with support & call center metrics 

• Experience working in a fast paced start up like environment with limited structure. Ability to navigate through ambiguity with ease. 

• Experience setting up call centers (phone, email, chat, video), CRM system integration, IVRs etc. The focus will be on the processes and the consumers/customers experience through these processes. 

Skills: 
• Minimum 5 years work experience in Project Management with a demonstrated track record of delivering business value using technology solutions in high-tech operations space. • Proven project management, interpersonal, and communication skills, with high attention to detail. • Strong communication and coordination skills • Must be proactive with proven ability to execute on multiple tasks simultaneously • Ability to collaborate with different individuals across the organization and within other geographies, and "roll-up the sleeves" in order to accomplish all necessary tasks • Strong organizational and time management skills • Past experience as an engineer a plus • Ability to closely walk the line between business and technology 

Education: 
• Bachelor’s degree in MIS, computer science, systems engineering, business, or a related field. 
•Preferred - MBA or equivalent Masters.

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