Program Manager

We are looking for a highly skilled Technical Program Manager to lead and optimize our customer journey initiatives through data-driven strategies and advanced analytical methods. You will be responsible for mapping the end-to-end customer journey, using cutting-edge tools and technologies to identify key opportunities for enhancing our interactions with customers. Your technical expertise will directly influence the refinement of our customer experience, ensuring that we deliver seamless and impactful interactions at every stage.Responsibilities:Customer Journey Mapping: Develop and maintain detailed, data-rich customer journey maps, identifying critical touchpoints and interaction channels. Leverage advanced journey mapping tools and software to visualize customer flows and pain points.Data Analysis & Insights: Utilize sophisticated data analytics techniques, including predictive modeling, machine learning, and statistical analysis, to interpret complex customer behavior data. Identify patterns, trends, and opportunities for improvement across the customer lifecycle.Integration & Collaboration: Work closely with engineering, product management, data science, and customer support teams to ensure the seamless integration of customer journey insights into product development, service delivery, and support processes.Strategic Program Management: Lead and drive strategic customer experience programs that align with organizational goals. Manage project timelines, resources, and deliverables, ensuring technical feasibility and adherence to best practices.Stakeholder Communication: Present complex technical findings and actionable insights to stakeholders, using data visualization tools to support decision-making. Advocate for customer-centric improvements based on empirical evidence.Continuous Improvement: Monitor and evaluate the effectiveness of implemented customer journey enhancements using key performance indicators (KPIs) and other metrics. Implement iterative changes based on real-time feedback and performance analytics.Feedback Loop Optimization: Design and manage customer feedback systems, integrating feedback from surveys, interviews, and other sources into the product and service design processes. Use technical methodologies to automate and scale feedback analysis.Requirements:Bachelor’s degree in computer science, Data Analytics, Engineering, or a related technical field.Proven experience in customer journey mapping, with a strong focus on technical and data-driven approaches.Experience in the CPG/Retail sector or similar technology-driven environments is a plus.Expertise in data analytics tools (e.g., SQL, Python, R) and customer journey mapping software (e.g., Adobe Experience Manager, Microsoft Dynamics).Strong understanding of machine learning, AI, and other advanced analytics techniques for customer experience enhancement.Excellent technical communication and presentation skills, with the ability to convey complex information to both technical and non-technical audiences.Demonstrated ability to work collaboratively with cross-functional technical teams.

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