Customer Experience Project Manager

What We Are Looking For:
Are you excited about the position and its responsibilities, but not sure if you’re 100% qualified?

Do you feel you can work to help us crush the mission? If you answered ‘yes’ to both of these questions, we encourage you to apply You won’t want to miss the opportunity to be a part of Cartona’s family.

The customer experience lead will design and help implement customer experience enhancement programs across all business functions to create a unified Customer Journey vision, implement the unified vision, and run programs that continually enhance the overall Customer Experience.

Your day, in a Nutshell, might include:

- Lead organizational transformation programs that drive our evolution from the current-state customer journey to a unified.
- Identify, measure, analyze, and prioritize opportunities for improvement across the customer journey based on data, interviews, and organizational strategy.
- Lead teams with diverse points of view from across the organization to arrive at specific, actionable recommendations for customer experience improvement, and to create detailed, ambitious, realistic action plans.
- Communicate project status, feedback, challenges, roadblocks, and insights effectively and concisely to the project teams, organizational stakeholders, and to executive leadership.
- Work cross-functionally to coordinate and implement CX transformation programs that enhance the Buying Experience, Onboarding Experience, Developer Experience, User Experience, and Service Experience.
- Interview key stakeholders and facilitate journey mapping discussions.
- Interview customers to gather key insights, test hypotheses, and validate assumptions.
- Incorporate customer sentiment, effort, sentiment, and customer experience data at each stage of the customer journey.
- Continue to enhance the customer journey as Bandwidth expands into new markets and brings on new segments of customers.

You fit the bill if:

- 5+ years experience in cross-functional leadership, strategic consulting, product management, and operational leadership in a marketplace platform operating or Customer Experience high-growth role
- Experience working with cross-functional teams with diverse backgrounds, multiple levels of expertise, and varying opinions to deliver conclusive results.
- Full knowledge of the B2B marketplace.
- Outstanding collaboration, facilitation, and communication skills.
- Strong communication skills, including the ability to persuade senior leadership with a strong executive presence.
- Demonstrated ability to spread ideas and foster excitement for new ideas/changes.
- Experience managing towards and delivering business outcomes
- Ability to think broadly and deeply, connecting dots across teams while also executing on specific projects to make forward progress
- Attention to detail and ability to hold stakeholders accountable, but also able to see the bigger picture and understand how work ladders up to broader organization strategy
- Highly organized, with experience creating and managing project plans using Asana, Trello, Jira, AirTable or similar project management technology
- Effective communication skills (oral and written), with the ability to be both assertive and influential, across levels and teams within the organization
- Strong analytical ability required, the ability to define hypotheses and measure the impact
- Stakeholder management and facilitation across a wide range of teams
- Dynamic and enthusiastic personality, combining flexibility and creativity

Bonus Points:

- Experience working within an Agile organization and with Agile transformation.
- Basic Knowledge of SQL (Postgres)

What’s in it for you:

- Career Growth through our learning and development programs.
- Lots of discounts in our Entertainment, Financial Support and Wellbeing programs.
- Family Care Program
- Flexible working hours.

What happens once you apply:
Once you apply, you start your journey of CV screening, Phone Screening, Technical interview, HR interview and Final interview.

Get to Know more about Life at Cartona through the below links: