Program Manager / 12-8901 Job in Bellevue 98004, Washington US
Clearwire is the pioneer in 4G and builder of the first 4G network in the US
The Clearwire 4G mobile broadband network reaches 130 million people in the U.S. and covers over 70 of the top U.S. markets. Our network is highly scalable and backed by a wealth of spectrum. Clearwire not only powers CLEAR (our own retail brand), but technology and telecommunications leaders like Sprint and Best Buy rely on our 4G network. We are looking for people to jump into this growing company, have a voice, and make a difference. Join a team that is defining the communication network of the future and lead your career down the path of opportunity.
Program Manager / 12-8901
Position Description:
Position Overview:
The Program Manager of Care is responsible for the successful completion of deliverables for the program success including customer satisfaction, driving solution and results, working within the designed budget. The Program Manager has a significant level of knowledge of customer care center technology, operations, processes, methods and procedures. The Program Manager addresses issues for interdepartmental operations and is a direct line of communication with the leadership team. The Program Manager is adept at completing comprehensive data analysis and identifying key takeaways.
Responsibilities:
• Ownership of Self-Care program led by Customer Care and managed dotted-line across lines of business
• Lead large intra- and inter-departmental projects that are handled by Customer Care
• Drive effective communication across various business functions meeting expected Customer Care.
• Provide leadership to promote project/project management best practices throughout Clearwire.
• Hands on Program Manager willing to drive results with little delegation, meeting deadlines of the functional leaders.
• Apply technical and business knowledge to develop a successful support strategy for product deployments including discussion of service targets, workflow, escalation, meeting deadlines of the functional leaders.
• Analyze reports/data for trends through gathering, analyzing and summarizing data to monitor productivity, implementing programs to improve these metrics, and technical accuracy of teams to ensure excellent service for Clearwire customers.
• Provide empathetic, courteous, quality customer service and complete duties in accurate, timely manner.
• Proactively address issues, ensure positive work environment and build company culture for employees
• Maintains positive, problem-solving approach and spirit of cooperation in a team environment.
Manage and resolve major customer and market escalations to provide superior customer experiences.
Qualifications:
• Developed business acumen with practical experience in: project management, issue reporting and resolution, executive status reporting, project management tools, and cross-functional team leadership.
• Knowledge of IP Networking and Mobile networks.
• Proficient in Microsoft Applications
• Strong communication, decision making and relationship-building skills are required.
• Professionally confident and credible with a proven track record of leadership through influence and business results
• Proven ability to substantiate recommendations in business terms to executives and leadership team
• Strong oral, written, quantitative and analytical reasoning skills.
• Ability to influence, mentor, and develop other’s skills on cross-functional teams.
• Lean Six Sigma Certification/Training or Continuous Improvement background is a plus
• Able to travel anywhere-- 10%.
• Proven reporting and analytical skills preferred
• Experience in running Accelerated Improvement Events (Kaizen events) a plus
• PMI Certification is a plus
• Familiarity with Call Center related applications/systems
• 4-6 years related experience
• Must be eligible to work in the United States