Program Manager - Digital Support Experience
The Qualtrics XM Platform™ is a system of action that helps businesses to attract customers who stay longer and buy more, to engage and empower employees to do the best work of their lives, to develop breakthrough products people love, and to build a brand people can’t imagine living without.
Joining Qualtrics means becoming part of a team bold enough to chase breakthrough experiences - like building a technology that will be a force for good. A team committed to diversity, equity, and inclusion because of a conviction that every voice holds value, with a vision for representation that matches the world around us and inclusion that far exceeds it. You could belong to a team whose values center on transparency, being all in, having customer obsession, acting as one team, and operating with scrappiness. All so you can do the best work of your career.
We believe every interaction is an opportunity. Are we yours?
The Challenge
We are a rapidly growing Digital Support Experience (DSX) team focused on crafting innovative end-to-end designs and digital customer support experiences for millions of users around the globe. The DSX team is responsible for developing, maintaining, and marketing all aspects of Qualtrics’ digital support offerings (including the Support Site, Customer Support Portal, and Qualtrics XM Community). Our mission is to ensure Qualtrics customer support is a world-class digital-first experience that is seamlessly integrated with the XM Platform and enables our customers to maximize the power of the platform.
What Success Looks Like in the Role
In this role you will be empowered to enact significant change across our digital support ecosystem to create a world-class customer experience and operational excellence that enables Qualtrics users to get the support they need when and where they need it. Your job will focus on owning and driving the strategic and operational programs to achieve those objectives, including in-product support, integrating the capabilities of technical partners, and the digital agent experience. Collaborating across product management, operations management, global services, digital marketing, and others, the programs you lead will create intuitive user experiences that scale seamlessly across desktop, mobile applications, and beyond.
A Day in the Life
- Stay current on the Qualtrics digital support ecosystem, its technical underpinnings, and the dynamics of the digital customer experience impacted by the DSX team.
- Ideate programmatic initiatives that will drive a step change in the digital customer support experience and drive the team’s core KPIs.
- Create investment and design documents to gain necessary buy-in and resourcing for initiatives.
- Construct and carry out pilot programs to demonstrate the efficacy of initiatives.
- Own and deliver implementations of fully baked initiatives across all stakeholder organizations and global regions.
- Manage ongoing programs to ensure success and continuous improvement.
- Own and regularly report out on success of programs, including to executive stakeholders.
Your Background
- Excellent project management skills, including the ability to independently manage priorities and timelines on complex programs.
- Strong understanding of web and mobile technologies, service operations at scale, and general ability to ramp up and go deep in new technical areas.
- Proven ability to lead through ambiguity while working cross functionally and influence stakeholders with excellent written and verbal communication skills, both technical and non-technical.
- Ability to wear many hats and learn quickly, and the temperament to lead a change in direction when needed.
- Demonstrated ability to understand and discuss technical and business concepts, evaluate tradeoffs, and ideate new ideas with stakeholders.
- 2+ years experience in a digital technology environment with a record of successfully designing and delivering complex programs.
- Excellent business and communication skills, including executive presentation ability.
What Differentiates Us from Other Companies
- Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours.
- We take pride in our office’s design, aiming at cultivating creativity from our rooftop views to an open and reciprocal work space.
- On top of the standard benefits package (medical, dental, vision, life insurance, etc.), we provide snacks, drinks, and free lunches in our office.
- We believe in sharing Qualtrics success which is part of the compensation for all employees.
Qualtrics is an Equal Opportunity Employer
Qualtrics provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.