Escalations Recovery PM
Job Details
Immediate need for a talented Escalations Recovery PM. This is a 06 months contract opportunity with long-term potential and is located in San Diego, CA (Remote). Please review the job description below and contact me ASAP if you are interested.
- 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!
- No prior experience is needed
- 401(k)
- Paid time off
- Vision insurance
- Health savings account
- Dental insurance
- Flexible spending account
- Disability insurance
- Full-time
- Part-time
- $55 – $62 an hour