Stamps.com

Project Manager, Customer Care

Category
Customer Service/Support

Overview

Stamps.com is looking for a forward-thinking Project Manager who will be responsible for driving and managing our Customer Care initiatives as part of our ongoing evolution to build out a world-class customer experience. As part of our Customer Care team, this role will be responsible for development, implementation, and management of key process improvements impacting team productivity, performance, customer experience, and implementation and management of new products and/or services delivered by our Product and Development teams. This position reports to the Vice President of Customer Care.

 

The Customer Care organization’s purpose is to support our ever-growing population of customers through providing top notch customer service and technical support assistance.

 

With nearly 650,000 monthly subscribers, Stamps.com™ is the leading provider of Internet-based postage solutions. Stamps.com was the first company to be approved by the U.S. Postal Service® to offer a software-only postage service that lets customers buy and print postage online. The Company targets its services to small businesses, home offices and online retailers, and currently has PC Postage partnerships with Avery, Microsoft, HP, the U.S. Postal Service and others. Stamps.com is a publicly traded company on the NASDAQ under the symbol STMP.

Responsibilities

Primary Objectives:

  1. Support the translation of the department’s strategic vision into tactical execution.
  2. Lead all change management activities and champion new initiatives, products, etc. to seamlessly integrate into the servicing environment.
  3. Manage the planning and delivery of business systems solutions and associated applications in support of business objectives and ongoing operations expansion.

Essential Position Duties:

  • Lead all change management activities within the department and champion new initiatives, products, etc. to seamlessly integrate into the servicing environment.
  • Manage the planning and delivery of business systems solutions and associated applications in support of business objectives and ongoing operations expansion.
    • Develop and maintain metrics-driven culture of continuous improvements.
    • Assists in the development of Customer Care standards/KPIs, controls and measurement.
    • Assists the Contact Center leadership in the implementation of technology projects; executes related work as required for implementation.
    • Use cross-functional teams to coordinate, generate, and implement quality improvement ideas that focus on delivering new or existing products.
    • Create and maintain key processes and re-engineer/streamline to reduce costs, hand-offs and eliminate customer/team member pain points.
  • Plan the project components for new initiatives, new product releases, or process enhancements, including but not limited to: 
    • Defining resource requirements (staffing, technology, budget, etc.) including roles and responsibilities for Call Center, IT, Product, Dev, etc. 
    • Creating and implementing work plans, templates for protocols, sign-off documents, communication plans 
    • Develop and ensure execution of training plans (developed in conjunction with Training & QA Manager) 
    • Create readiness criteria and go-live review, post-implementation evaluation, and service level agreements. 
  • Serve as one of the spokespersons and ambassadors for the Customer Care organization.
  • Encourage employee teamwork to generate and implement individual and team's best ideas.
  • Encourage idea generation from all levels, implementing them where appropriate; recognizing contributions and giving credit where due.
  • Build positive working relations with all levels of the organization by relating well and showing sensitivity to others, by listening effectively to them, and by developing appropriate, constructive, and effective rapport.

Qualifications

Education and/or Experience:                                                                  

  • Bachelor’s degree is preferred.
  • Three to Five (3 – 5) years’ of project management experience in software/tech support contact center environments.
  • PMI or CAPM certification is preferred.

 Computer/Software/Application Proficiency:                                                   

  • Strong knowledge of Microsoft Word, PowerPoint, and Excel, with the ability to deliver data modeling and analysis
  • A working knowledge of call center technologies and performance measurement systems, able to conduct on-going assessment of their effectiveness. This includes telephony systems.

 Skills and Knowledge:

  • Demonstrated ability to plan, manage, and coordinate multiple simultaneous projects.
  • Proven communication skills to clearly express complex ideas both verbally and in writing Demonstrated excellence in analytical thinking, problem solving, communication, delegation, planning & organization and judgment.
  • Must have a “customer first” attitude and be service oriented, friendly and possess a positive attitude.
  • Solid time management and the ability to accomplish goals without much direct supervision.
  • Superior oral and written communication skills with keen listening abilities.
  • Ability to evaluate vendors and applications and their relevance to our concepts.
  • Ability to build strong business partnerships, with a “roll up your sleeves” attitude
  • Ability to work in a fast-paced, entrepreneurial, results-oriented culture
  • Ability to work in ambiguous and dynamic work environment; is comfortable with risk and uncertainty.
  • Ability to handle escalated issues in a professional manner
  • Ability to analyze information to identify action plans and communicate findings effectively.
  • Self-motivation, flexibility, high integrity, and ability to adapt to a constantly changing environment
  • Able to keep emotions under control when facing adversity.
  • High energy - with a strong sense of urgency, enthusiasm and commitment to excellence and the highest standards consistent with the company’s culture and reputation for quality
  • Strong team player, willing mentor others.

 Travel Requirements:

  • TBD

 

EOE/M/F/Vet/Disability

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