Intrado (Flowroute Division) is looking for a Technical Program Manager to add to its team in Seattle, WA. The core focus of this position will be to work with the Customer Success team to define CS' strategic priorities, KPIs for the year, and key strategic analysis in areas such as customer segmentation and Customer Success coverage model/resource allocation. Lead monitoring and analysis of results vs plan, key gaps, and recommendations to rectify in partnership with other members on the team. Establish light-weight processes to improve operational excellence. Leverage analytical tools to create dashboards and presentations to report on results and progress against KPIs (usage rate, customer engagement activity, etc.). Make strategic recommendations to key stakeholders for improvements based on insights.
•Ensure CS readiness for new products. •Inventory of existing projects in flights. •NPS survey sent for entire Intrado Communications Customer Base. •Review of current CS policies and recommendations on improvement. •Customer Satisfaction Measurement - Customer Relationship Survey (NPS), Transactional Customer Sat. (CSAT). •Knowledge Base management, Knowledge Centered Support Methodology. •Establishes best practices to minimize fraud risk. •Identifies areas within CS (such as customer chat) where Automation can be applied to increase efficiency and improve the Customer Experience. •Defines requirements for Automation and works with Development and others to implement automation as well establishing cross-functional processes to execute when implemented. •Develop business cases as needed for new technologies/solutions.
Education •Bachelor's degree from an accredited college or university with major course work in computer science, MIS or business management required. Equivalent work experience in a similar position may be substituted for educational requirements.
Experience •Minimum 7 years of increasingly responsible experience in technical program or project management required.
Other •Advanced knowledge of Word, Excel and PowerPoint required. Advanced knowledge of Project Management Software and Collaboration software required. Advanced knowledge of development life cycle (SDLC) may be required. Project Management Professional (PMP) or other project management certification preferred. Based on departmental need, may be required to respond to incidents on a 24x7 basis.
Connecting people with each other and the right information is mission-critical. Intrado, formerly West, develops innovative cloud-based technology to make it easier, more effective and more efficient to make the right connections. Our solutions put people in sync with each other and the right information, so they gain the insight needed to reach better decisions on the issues that matter most. And we do it with a laser focus on reliability. leading provider of technology-driven, communication services, serving Fortune 1000 companies and other clients in a variety of industries, including telecommunications, retail, financial services, public safety, technology and healthcare. For more than 20 years, we have been leading the way in hosted and cloud-based solutions. We focus on four complementary components of the UC spectrum: Conferencing & Collaboration, Managed Voice, Network Services and Digital Media Services Intrado Digital Communications Services, formerly a part of Nasdaq corporate solutions, provides additional Public relations solutions so clients can access the latest innovations in communications technology, including reach and engage media, investors, employees and key stakeholders, and gain actionable insight into the performance of their campaigns and communications.
Applications will be accepted through 4/14/2020. Equal Employment Opportunity/Veterans/Disabled
PLEASE NOTE: •Intrado has strict background check requirements both pre-employment and throughout employment. •Depending upon the position and/or access required, applicants and personnel may be required to successfully complete additional background checks including, but not limited to customer background checks, Criminal Justice Information Services certification, and criminal history check, fingerprinting and training. •The company also runs a motor vehicle record check as part of the background check process. •The Company conducts pre-employment drug screening and periodic screening during employment. •Marijuana remains an illegal drug under Federal law. We have Federal contracts that require us to be compliant with the Federal Drug Free Workplace Act. •Intrado is a tobacco-free workplace.