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WP Engine is the most trusted WordPress technology company, powering over 1.5M digital experiences in 150+ countries for businesses of all sizes. WP Engine’s all-in-one platform enables customers to design, build, power, and manage extraordinary WordPress, eCommerce, and headless sites—all thanks to a nonstop commitment to innovation, award-winning WordPress expertise, and a set of core values that guides us every day.
WP Engine is looking for a CX Program Manager I to join our Customer Experience Operations and Strategy team. In this role in the Customer Experience organization, you will be directly supporting the 24x7x365 Support team in numerous technical avenues and business objectives, partnering closely with all teams in Customer Care.
You will work in close partnership with our Technical Support and Customer Success teams while representing Customer Experience in projects that work closely with our Product & Engineering, Marketing, Training, Legal, Billing, Sales, and General & Administrative teams. The right person will have a consistent track record of success managing complex projects, handling challenging technical support issues, and building strong relationships across business and technical teams. You will help inject a customer perspective throughout the organization, and into business processes and judgments.
A successful candidate would have the following mindset.
You love providing an amazing customer experience and enjoy a good technical challenge.
You can handle multiple tasks and prioritize work in order. That means handling multiple projects at once but you can tell which ones should be taken care of first.
You're a great communicator, both written and spoken.
You have a passion for technology and a desire to learn.
You are proactive in approach, always applying new learnings and thinking about the future.
You strive to understand how each part of the company functions, so that you can drive the largest impact.
Duties and Responsibilities
Assisting as the technical lead in Customer Experience, utilizing expertise to play a part in our largest initiatives both as a consultant and an executor.
Lead the day to day execution of programs / projects in partnership with other key stakeholders to deliver outstanding results and value to our customers and the business.
Conducts complex projects or phases of significant projects; coordinates the efforts of technical support staff in the performance of assigned projects.
Facilitate change management, risk management, and stakeholder management at the program / project level.
Establish and manage expectations and relationships across the company to achieve program / project goals.
Advanced understanding of creating documentation and training processes, leading the strategy around complex technical tasks that include creating playbooks for execution and feedback loops to improve strategy throughout project lifetime.
Discover and assess project risks that impact project timeline, the customer’s experience in support, and the Customer Experience organization.
Understanding how to leverage the skills of other teams in the organization to accomplish tasks on the CX Operations team.
Work closely with third-party partners and organizations in the WordPress community to support and advocate for a better Customer Experience.
Designs and advocates for integrated Support Tool solutions to meet business requirements or enhance performance.
Understand and strategize CX stakeholder requirements for Product & Engineering projects.
Analyzes and resolves Customer Experience program support deficiencies and conducts testing to enhance performance.
Be the voice of the customer. Be able to put yourself in the shoes of the customer and help direct projects by being customer inspired.
Ability to collaborate well with both internal groups and external partners and thrive in an agile environment with limited oversight. Fostering relationships with other parts of the company on behalf of CX Operations.
Collaborate with partner teams to achieve shared objectives, provide strategic insight, and lead continuous improvement efforts in customer service and operations.
Drive results by tracking key operational metrics, identifying process improvement opportunities, and delivering on strategic initiatives.
Act as the Subject Matter Expert (SME) for the products/projects you’re aligned to, if there is no SME available.
Assist in reviewing support-focused enablement and technical documentation. Provide resources to develop customer-facing and non-customer-facing documentation.
Understand and evaluate trending issues and impacted audience through Support contact trends and analyze customer contacts and issues to identify product or process gaps backed by quantifiable data.
Consult with stakeholders to ensure new Product initiatives can be supported and integrated with systems and tools.
Requirements for Success
Demonstrate a strong business acumen and a strong technical understanding of our platform.
Display a high degree of calm and comfort in leading challenging company initiatives.
Operate comfortably in a high growth environment where organizational change is a part of growth, and customer needs and demands are also ever changing.
Demonstrate initiative, natural leadership skills, independence and a “get things done” mentality.
Demonstrated versatility in communicating complex technology related business issues to audiences with a varying range of technical expertise.
Knowledge of WordPress, WordPress Plugins, and Themes.
Demonstrates exceptional customer experience by exhibiting excellent problem-solving and troubleshooting skills.
Possesses solid written and verbal communication skills.
Ability to handle multiple tasks and prioritize work.
Empowered and self-driven individual; ability to manage position without direct supervision.
A reasonable level of understanding and proficiency with common program / project management practices, methodologies, and tools.
Healthy knowledge of change management principles and organizational dynamics.
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At WP Engine, we strive to have the broadest possible view of diversity, going beyond visible differences to include the background, experiences, skills, and perspectives that make each person unique. WP Engine is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other basis protected by federal, state, or local law.