The Client Experience Program Lead will execute the functional business vision, enablement strategy, and operations readiness for new products and monthly releases at Paycom, including people, process, and product solution across the organization. This includes the creation of business requirements, change management, and deployment across the organization. Manage and lead across to ensure delivery.

 

RESPONSIBILITIES

As a program lead, drive highly visible strategic projects, working cross-functionally to analyze opportunities, develop solutions and actionable recommendations to drive results. Develop a level of expertise in and keep abreast of operation and technological and feature advances while determining which features and services may be valuable to our clients and their employees. Provide insights to the business through analytics and market research as required in partnership with Marketing. Serve as primary business stakeholder for product suites for operational needs, questions, and expertise. Manage relationships ensuring that business units and vendors meet or exceed service level expectations. Manage all aspects of multiple projects to ensure the overall program is aligned to and directly supports the achievement of strategic objectives for both the product and Paycom. Execute on the vision, roadmap, and business strategy for improvements to existing product enablement, the launch of new features, and functionality or services in the related. Manage program SLAs and operational metrics to identify and implement changes to operational processes and procedures that will improve efficiency and customer satisfaction. Work with cross-functional teams (Product, Marketing, Sales, Operations, Banking, Risk, and Fraud) to develop business investment cases; outlining business opportunity, rationale, and execution plans to achieve the vision for employee-facing services, including product development, change strategies, and business operating model. Collaborate with Client Experience Coordinators, sales and client services teams to gather feedback which will be used to augment and improve our customer and employee experience. Set the operational cadence for all groups involved in supporting the products and our customers. Measure and track critical KPIs and initiatives, and build the reporting infrastructure needed to properly manage P&L. Manage schedules and work requests surrounding deployments. Drive operational communication, business needs, and processes analysis with the business units.