Description:
- Support critical Retail business initiatives, managing new or changing offers to customers.
- Drive planning and execution of offer setups, covering various affordability and installment programs online.
- Achieve operational excellence in payment and affordability areas for a frictionless customer experience.
- Identify and track customer or revenue impacting issues in payments, financing, compliance, and fulfillment.
- Advocate for the Retail customer, representing the voice of the company.
- Collaborate across cross-functional global teams for issue review, root cause analysis, and resolutions.
- Support closed-loop management system for efficiency, scalability, and reduced customer escalations.
- Proactively monitor and report on metrics to reduce payment friction.
Key Qualifications:
- Minimum 3 years of project management or 3+ years of hands-on experience in technology or a technical customer-facing role.
- Experience in implementing projects, showcasing influencing skills and coordinating teams toward common goals.
- Excellent planning and follow-up skills with a focus on critical deliverables and attention to detail.
- Discretion in handling confidential information.
- Quick learner with the ability to understand complex and technical concepts.
- Effective engagement in high-level, self-directed time management and workload prioritization.
- Ability to work in a fast-paced environment, make quick decisions under tight deadlines and pressure.
- Success in team environments, demonstrating shared responsibility and accountability.
- Experience documenting information accurately in supported systems.
- Experience troubleshooting software or system issues in a customer service environment.
- Program management experience with a broad portfolio of initiatives and priorities.
- Interaction and support experience with customers in Affordability programs is a plus.
- Education: Bachelor's degree or equivalent experience.
