Job Details

Major Duties

Classification: Exempt / Non-Bargaining

Position may be located remote. #LI-Remote

Consolidated Communications is rapidly deploying world-class fiber internet service across its 23-state footprint. You will be a part of this exciting time in our company's history and the regions we serve.

We are seeking a dynamic and experienced Program Manager to spearhead our "Customer First" strategy, taking ownership of the entire customer journey and the critical KPIs associated with it. In this pivotal role, you will not only lead but champion the strategic and tactical direction of our customer experience. Your mission will be to immerse yourself in developing a profound understanding of our customers' needs and behaviors, driving continuous improvements that elevate their experience to new heights.

The ideal candidate will possess a passion for defining and implementing an unprecedented customer journey. Armed with a deep-seated commitment to excellence, you will inspire and collaborate seamlessly across cross-functional teams to swiftly translate customer insights into impactful actions. This function will be instrumental in fostering a culture where every decision and initiative is grounded in a relentless pursuit of customer satisfaction and loyalty.

Responsibilities

• Develop and Implement Strategy: Program manage the development and execution of the "Customer First" strategy to ensure a seamless and positive customer experience.
• Develop and document the Customer Journey - Create the strategy for customer communication processes. Work with the technology team to document, improve, manage and communicate.
• Analyze Customer Feedback: Utilize customer feedback to identify trends, friction points, and opportunities for improvement.
• Inspire Organizational Change: Work with cross-functional teams to implement changes based on customer feedback, fostering a customer-centric culture throughout the organization.
• Drive Continuous Improvement: Develop and track key performance indicators (KPIs) related to customer experience, using data to drive continuous improvement initiatives.
• Stakeholder Engagement: Collaborate with senior leadership and various departments to ensure customer feedback is incorporated into strategic planning and decision-making.
• Customer Advocacy: Ensuring customer needs and perspectives are prioritized.

Qualifications

• Analytical Skills: Strong analytical skills with the ability to interpret customer feedback data and translate it into actionable insights.
• Leadership: Demonstrated ability to lead and inspire cross-functional teams to achieve common goals.
• Communication: Excellent verbal and written communication skills, with the ability to present findings and recommendations clearly and persuasively.
• Customer Focus: Deep understanding of customer-centric principles and a passion for enhancing the customer experience.
• Project Management: Strong project management skills with the ability to manage multiple initiatives simultaneously.
• Technical Skills: Proficiency with customer feedback tools and platforms. Experience with Medallia is a plus.
• Problem-Solving: Creative problem-solving skills with a focus on delivering innovative customer experience solutions.
• Adaptability: Ability to thrive in a fast-paced, dynamic environment and manage change effectively.

Minimum Requirements:

• Bachelor's degree in a related field.
• 5+ years experience working with an internet service provider
• 8-10 years of experience in customer feedback program management.
• Proven ability to develop and manage a industry leading customer journey
• Excellent communication and leadership skills.
• Proficiency in customer feedback tools, with Medallia experience preferred.

Join our team and play a key role in shaping the future of our customer experience, ensuring that our customers are at the heart of everything we do.

Benefits Offered

We are proud to offer a comprehensive and competitive benefits package:

• 401(k) matching
• Medical, Rx, Dental and Vision insurance
• Disability insurance
• Flexible spending account
• Health savings account
• Life insurance
• Tuition reimbursement
• Paid vacation and personal days
• Paid holidays
• Employee Assistance Program
• Annual bonus program to eligible employee's based upon organization performance

Salary

Pay range (commensurate with skills and experience): $69,323 - $126,088.00

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.