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DESCRIPTION

You will have excellent qualitative, quantitative, analytical skills and be comfortable building and running a program from end to end-- defining metrics and processes. As the Owner for the Voice of the Customer (VOC) program you will be responsible for developing a robust and cohesive VOC program that allows our organization to react to customer escalations seamlessly. You will leverage data to drive proactive actions that will improve the customer experience.

You will provide strategic business guidance to leadership and will work with senior business leaders to set the vision, direction and roadmap of the program in steady state, weekly/on-going sharing of data and trends.

You will possess a excellent program management background and will have demonstrated experience leading medium to large projects. You must be able to thrive and succeed in an ambiguous environment. You will develop and drive high-level strategic initiatives, and roll up your sleeves, dig in and get the job done. You will anticipate bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance the business needs versus technical and operational constraints.

This is a new role, where you will work independently, roll up your sleeves, and be comfortable working across functions and in unstructured, ambiguous problems. You will build strategy, programs, metrics and tools from scratch. You possesses high business judgement, excellent track record of program and stakeholder management and relationship building, and an ability to lead across the different levers that influence on-partner growth.

Key job responsibilities
- Be the subject matter expert in consuming customer sentiment as a source of initiating continuous improvement and new initiatives
- Set clear, measurable VOC quality goals for the organization in a data-driven way and report results regularly
- Drive effective teamwork, communication, collaboration and commitment across multiple disparate groups with competing priorities
- Partner with BI/Analytics, Field Operations, Marketing/Insights, Category to deliver and support long-term strategic goals & vision for the VOC program
- Collaborate with other business lines stakeholder teams to ensure the program reflects the needs of all partner teams and stakeholders
- Serve as the primary contact for the central customer service organization, D2AS (Devices CS) while working to improve customer service standards
- Main point-of-contact for all escalations and communication liaison to leadership
- Create and execute monthly/quarterly VoC review mechanisms
- Required to travel based on business needs no more than 50% of the time.