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Company Name United States Pharmacopeia (USP)
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Summary of the Position

The Senior Customer Experience (CX) Programs and Operations Manager is a non-supervisory position in the Customer Experience Department reporting to the Senior Director of Customer Experience. The incumbent in this role will be responsible for supporting all program and operation aspects of CX projects and initiatives throughout USP. They will actively collaborate with cross-functional stakeholders across Divisions at all organizational levels to accomplish project goals and objectives. The ideal candidate will be capable functioning not only on a technical and operational level, but also on a strategic level. The Senior Customer Experience Programs and Operations Manager will collaborate across departments to help the company advance the end to end experience for all of USP customers and stakeholders in ways that improve operational excellence, allow seamless connection across all touch points, increase value, drive new speed, agility & scale, and create the foundation for future initiatives.  While this position does not currently have direct reports, the incumbent must possess strong leadership and collaborative skills as they will need to interact with stakeholders across the entire USP enterprise.

The successful candidate will have experience and be skilled in the following areas:

  • Experience with change management and business process improvement initiatives.
  • Demonstrated experience collaborating across organizational boundaries, facilitating cross-functional teams, building consensus, and obtaining executive buy-in.
  • Detail oriented with ability to handle multiple priorities and projects in a fast-paced environment.
    • Excellent communications (written and verbal), analytical and problem solving & decision-making skills.
    • Demonstrated ability to adapt quickly and strong performance during times of ambiguity
    • Drives key projects, including Customer Experience Transformation efforts, with responsibility for overall success
    • Provides leadership in the planning, designing, due diligence, and implementation of strategic business objectives
    • Develops communication plan to proactively engage key stakeholders
    • Ensures the execution and implementation of key projects, ensuring they remain within scope and within budget.
    • Monitors projects  from initiation through delivery including planning and directing schedules and monitoring budget/spending; manages changes in scope and schedules
    • Works with third party vendors to develop a modern, forward-thinking customer experience environment design that supports an omni-channel experience across all channels and customer segments.
    • Monitors and oversees vendor activities related to project plans, working groups, deliverables, prototypes, system testing and validation, quality assurance, and change management activities.
    • Acts as the advocate for the customer within the organization and partners with stakeholders to align and support the end to end experience for all channels and customer segments.
    • Leverages techniques such as journey mapping, personas, and future state experience maps to understand the desired end-to-end customer experience across all customer segments and markets.
    • Acts as CX platform champion to oversee and drive the implementation of project roadmap recommendations
    • Applies project management best practices to fulfill responsibilities
    • Manages and facilitates meetings, logistics, and follow-ups with the project team and vendors
    • Prepares reports and presentations
    • Works with key stakeholders to establish governance processes that will enable the CX team to accelerate the system integration roadmap required to converge to a single CX platform and associated interfaces (e.g. CRM, ERP, web store, etc).
    • Serves as project lead to engage staff and articulate a strategic vision of success for the customer experience
    • May develop training curriculum for CX
    • Creates and distributes detailed project status reports to all staff in department to facilitate decision making about new project assignments.

Roles and Responsibilities

  • Ensures a high level of quality combined with overall value to USP.

Basic Qualifications

  • Bachelor’s or Master’s degree in Business or Management Information Systems (MIS)
  • Project Management Professional (PMP) Certification and/or a minimum seven (7) years of direct experience managing projects in a lead role; involvement in CX positions and/or implementation of CX-related projects highly preferred.
    • Minimum of three (3) years of experience leading, managing, training, and/or mentoring other staff members on diverse teams
    • Three (3) or more years of customer service-related experience; thorough understanding of contact center operations also highly desired.
    • Familiarity and prior use of CX platforms, CRM systems, business-to-business (B2B) environments, and CX KPIs/metrics.

Preferred Qualifications

  • CCXP Certification
  • Eight (8) years of direct experience managing complex projects in a lead role and leading diverse teams.
  • Five (5) or more years of customer service related experience.
  • Strong knowledge of CX platforms, CRM systems, business-to-business (B2B) environments.
  • Experience using CX KPIs/metrics as well as other qualitative and quantitative data to analyze and drive customer-centric activities that improve the overall consumer experience.
  • Experience with customer journey mapping, service design, design thinking and /or design methodologies.
  • Prior experience in life sciences industry (i.e. scientific, pharmaceutical, or healthcare based industry).

Supervisory Responsibilities

None initially with expectation that position will have direct reports in future

Division Strategic Marketing and Program Operations - Customer Service
Internal Reference Code/Reference No. CXSMPO
Location Name United States
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