Related skills
routing decisioning cohorting📋 Description
- Lead end-to-end program to standardize a real-time customer-impact signal fabric.
- Stand up dynamic cohorts exposed via API to decision engines.
- Establish a resolution operating model; route tasks to accountable teams.
- Drive throttled demand staffing; partner with WFM to match supply to demand windows.
- Define and land program KPIs, dashboards, and operating reviews.
- Prioritize signals to maximize revenue, CSAT, and reduce friction.
🎯 Requirements
- 5+ years in program management across cross-functional environments.
- Real-time, data-driven programs: signal ingestion, cohorting, routing.
- Strong execution leadership: roadmaps, dependencies, risk, outcomes.
- Experience defining SLAs/KPIs and linking ops levers to CX results.
- Excellent communication and stakeholder mgmt; translate strategy to execution.
- Technical awareness of how this tech should function.
🎁 Benefits
- Base salary: $124,780 – $146,800 USD.
- Total comp includes equity and bonus eligibility.
- Benefits: medical, dental, vision, 401(k).
- Pay transparency notice included.
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