Pyramid Consulting, Inc

Compensation

Full Description

Immediate need for a talented Escalations Recovery PM. This is a 06+months contract opportunity with long-term potential and is located in CA (Remote). Please review the job description below and contact me ASAP if you are interested. Job ID:26-00419 Pay Range: $55 - $62/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location). Key Responsibilities: • This role will have a focus supporting our organization on new product launches. • Outreach serves both to address the service failure and to make the customer feel genuinely cared for. • This role comprises designing and/or executing e2e multi-channel outreach experiences both for planned/known service failures - for example, W-2 import failure - as well as unplanned/unknown service failures - such as product defects. • This leader will partner with other critical functions like Product, PD, Design, Data, and Marketing to ensure we are collectively designing experiences that deliver complete confidence - and when there is a setback in the customer experience, our proactive, multi-channel service recovery outreach turns failure into opportunities for loyalty and delight. • You will be writing empathic comms under incredibly tight timelines, executing hypothesis-driven experiments, uncovering customer-driven insights, and leading competitive benchmarking using customer-driven innovation frameworks. • You will own the strategy and execution framework for new outbound engagement models as measured by speed to execution, communication open rate, auth rate, retention, resolution, conversion, and abandon rate. • Your innovative leadership will help us think differently and shape our customer-engagement trajectory by working with senior leadership to define strategy, success metrics, and the supporting details of our service recovery plans. • Your focus will be to define what can be versus expanding or replicating what is already in play. • If you are obsessed with solving hard customer problems, have a passion for disruption, thrive in a fast-moving environment, possess a track record of success developing and launching best-in-class care or outreach experiences for consumers, and if you want to work on a team where your work will have a massive positive impact on customers’ lives, we’d like to hear from you! Key Requirements and Technology Experience: • Key Skills: Escalations Recovery PM • Exceptional written communicator, with the ability to adjust tone and voice depending on the situation. • Experience leading consumer-facing programs that focus on delivering measurable business outcomes and value. • Has driven organizations through rapid growth and understands the criticality of operational excellence • Demonstrated ability to effectively influence & partner with key internal stakeholder teams including cross-functional peers in Product Management, Product Development, Marketing, Design and Data to prioritize and drive initiatives forward in a highly matrixed organization • Expertly executes project management tasks including issue and risk management, building complex multi-phase schedules, tracking dependencies and milestones, and communication of overall project status • Proposes potential solutions when faced with a new complex problem, even where little or no precedent exists, considering the needs of all collaborative groups • Demonstrates leadership through execution amid times of change • Leverages resources outside own group to solve problems and achieve results • Possesses extensive experience managing multi-channel outreach campaigns - email, phone, SMS, push - under tight deadlines • Exceptional ability to mobilize and energize complex cross-org and cross-functional teams to implement creative, innovative, best-in-class solutions • Sees obstacles as opportunities, not impediments • Possesses strong presentation, verbal and written communication skills, and commands credibility with senior executives. Our client is a leading IT Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration. Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. By applying to our jobs you agree to receive calls, AI-generated calls, text messages, or emails from Pyramid Consulting, Inc. and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. 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