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Date Added: Mon 31/05/2021

Sr. Program Manager, Voice Of Customer (Voice Of The Customer Leader)

San Francisco, CA, US
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Company: WISH

Job Type: Permanent, FullTime

Job Description
Company Description

Wish is a mobile e-commerce platform that flips traditional shopping on its head. We connect hundreds of millions of people with the widest selection of delightful, surprising, and—most importantly—affordable products delivered directly to their doors. Each day on Wish, millions of customers in more than 160 countries around the world discover new products. For our over 1 million merchant partners, anyone with a good idea and a mobile phone can instantly tap into a global market.

We're fueled by creating unique products and experiences that give people access to a new type of commerce, where all are welcome. If you've been searching for a supportive environment to chase your curiosity and use data to investigate the questions that matter most to you, this is the place.

Job Description

Product teams at Wish create the vision for the future of mobile first ecommerce. Wish's Post Purchase Product Team is focused on winning the trust of our customers and reducing their uncertainty with making a purchase on Wish through providing a fair and positive customer experience.

The Voice of Customer Program Manager will be an integral part of Wish's future product strategy. This role is responsible for building Wish's first Voice of the Customer Program. The Program will be driven by a data-centric approach and powered by customer insights. These insights, processes, and projects will be communicated across the organization to external and internal executives on a regular basis to inform decision making and increase visibility into customer pain points with existing products and define future product opportunities.

What You'll Do

  • Identify product and process opportunities for improving the end to end customer experience via analysis of competitors, industry standards & trends, customer feedback & reviews, marketing and logistics data

  • Define, prioritize, plan and project manage large complex cross-functional projects and analysis, gaining necessary alignment across departments and c-level stakeholders

  • Implement a cross-functional VoC program that extrapolates customer feedback and disseminates insights across the customer journey

  • Pull and analyze customer data to determine the impact of pain points to the customer experience and retention

  • Track and measure progress using customer centric metrics and KPIs including NPS and CSAT, driving accountability and removing obstacles, in order to realize customer driven growth or retention

  • Provide updates on progress internally and externally as necessary

  • Coordinate and collaborate with external parties to manage risks to company partnerships

#LI-BD1 #LI-Remote

Qualifications

  • Proven communicator with excellent written and verbal communication skills

  • Experience reporting on trends and providing actionable insights to senior leaders and cross-functional teams and stakeholders

  • Ideal candidate also has experience with and is well versed in root cause analysis

  • Experience in reporting-based software, such as Tableau

  • Exceptional Excel/Google Sheets & data management experience

  • Programming languages such as R and/or Python

  • Minimum 3 years of experience in analytics, business intelligence, data engineering, or a similar role

  • BA/BS/Masters in Economics, Business, Engineering, Operations Research, or other quantitative focus (or equivalent work experience)



Additional Information

Wish values diversity and is committed to creating an inclusive work environment. We provide equal employment opportunity for all applicants and employees. We do not discriminate based on any legally-protected class or characteristic. Employment decisions are made based on qualifications, merit, and business needs. If you need assistance or accommodation due to a disability, please let your recruiter know. For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.

Individuals applying for positions at Wish, including California residents, can see our privacy policy here.

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