Community Issues Resolution Program Manager
Location: Seattle, WA (on-site)
Target Start Date: November 4th 2024
Contract Duration: 9 months (potential extension)
Core Hours: Mon-Fri, 8am – 4pm PST
Pay Rate: $42.67/hr
Required Experience:
- 2+ Years experience in as a program manager
- Six Sigma certification
- Data Driven
- Excel
- Open to learning
Program: Transport Partner Experience
Day-to-day:
- Supporting current program,
- Prepares reports for upper management regarding status of project/program,
- Issues resolution.
- Daily meeting, work with issue management team, work on escalation.
- Adjusting community strategy to respond to a majority of issues on the Ignite Digital need
Job Description:
The Community Issues Resolution Program Manager plays a critical role within communities owning the feedback loop processes helping community members find resolutions to high severity issues, widely affecting the network.
The Program Manager orchestrates roadmaps and actions across the product, tech, the Comms and program teams, ensuring on a tactical level, the resolution of escalations within the agreed SLAs and quality bar, providing visibility to leadership along the process. On a strategic level, the program manager is responsible for using their high-judgment to influence the content’s team roadmap, rendering the content relevant to the demands of the community and looking around corners to prevent escalations through timely and robust content and by tracking and exposing externally the promises made to community members and their status.
Responsible for the coordination and completion of project/program. Oversees all aspects of projects. Sets deadlines, assigns responsibilities, and monitors and summarizes progress of project/program. Prepares reports for upper management regarding status of project/program.
