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 猎头 - E2E Program Manager - Shanghai |
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abby.xi
头衔: 海归少校
性别:  年龄: 43
加入时间: 2009/08/14
文章: 115
来自: Shanghai
海归分: 21507
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作者：abby.xi 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
The E2E Program Manager will be the expert of Operations and the relationship manager to drive end to end customer experience for the Southeast Asia markets. The program manager will be responsible for leading, developing and managing prioritized programs/projects and implementing actionable insights to drive customer loyalty.
This effort requires close collaboration with the SEA countries manager, APAC Business Unit, global Ops stakeholders and cross-functional teams located in different offices. This position requires a proven record of general management, business acumen, creative thinking, strong communication skills, multi-tasking capabilities as well as exceptional analytical skills.
SPECIFIC DUTIES
I. Be the thought leader and Ops expert for a given market/region
Be the key relationship contact for SEA customer service operations
Fully understand E2E customer experience ob<x>jectives and be accountable for driving all Ops customer, teammates and stakeholder KPIs; develop and lead initiatives/projects to close gaps between targets and actual results
Partner with key Ops stakeholders and manage the BU’s expectations; assume ownership for the identification, analysis, solution design and implementation of key product, process and programs for E2E customer experience.
Drive the creation of global strategies and build business cases to improve customer experience and operational efficiency and champion them into tangible products, policies and processes by collaborating with partners in the business units, product and operation teams
Communicate and Deliver and/support
- Quarterly Business Review (QBR)
- Monthly Operational KPI read outs and priority updates
- Overall E2E project plan
- Product Push Launch readiness memo with impact analysis
- E2E issue board and enhancement proposal
II. Deliver E2E customer insights to influence business decisions
Lead to understand, analyze, resolve problems and close the gaps in customer experience and operational efficiency by leveraging Voice of Customers (VoC), Voice of Employees (VoE) and Voice of the Business (VoB)
Collaborate with sales, merchant services, marketing, risk management, and other functional areas to manage the design and creation of new product, policies and campaigns.
Develop and maintain strong relationships with key global partners in the business units, operations teams, related Business Support & Strategy teams, and product teams.
III. Lead Change Management
Support global product and marketing integration
Proactively work with PayWatch/UAT team to understand the bug and feature impacts on customers and operations before and after pushes for that market; communicate and collaborate with BU and Ops teams to minimize negative/unexpected impacts
Monitor new risk policy changes on both buyers and sellers; Communicate with Operations and support to prepare for the impacts on customer experience and operation efficiency.
IV. Manage Operation programs and projects
Follow PMO process and requirements to run E2E programs to ensure the deliverables and timeline
Lead regional or strategic programs as needed
Responsible for the day to day execution of project tasks and is held accountable for the flow of the project with varying size and scope under tight deadlines.
REQUIRMENTS
. Education
Bachelor Degree with strong analytical background; Master or MBA from an elite business school preferred
II Experience
• 10+ years in program management, business analysis and /or other Customer Service related field
• 5+ years proven management experience
• Quick learner, intuitive, creative thinker; Effective balance of strategic vision and tactical execution.
• Drive and lead cross-functional projects to resolve problems or issues and know what the deliverables are.
• Ability to manage multiple projects simultaneously and comfortable working in a fast-paced environment
• Knowledge of the payments space highly preferred, but not an absolute requirement
• Excellent interpersonal and presentation skills
• Ability to build relationships internally and externally, interfacing at all levels
• Thrives in an environment of continuous change and complexity- can drive quality insights and deliver high impact projects
• “Can do” attitude, team player, fun, energetic personality, works well under pressure
• Must be eager to learn, contribute and share knowledge – internally and externally
• Naturally agile and flexible in fast-changing and undefined situations
• Fluency English and one SEA language required
• In depth online payment product & operations experience
• Solid business sense and understanding of Japanese or SEA culture
If you are interested in this position, please feel free to contact me directly. Thanks a lot.
Tel: 021-50816012-112
MSN: [email protected]
Email: [email protected]
作者：abby.xi 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
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 猎头 - E2E Program Manager - Shanghai -- abby.xi - (4938 Byte) 2010-7-01 周四, 14:13 (1157 reads) - good -- hr10 - (0 Byte) 2010-7-07 周三, 20:13 (230 reads)
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