Program Manager, Customer Insights

Company: Hireology

Hireology’s technology empowers businesses to build great teams. Over the last ten years, we’ve grown from a startup to a market-leading organization with over 165 team members, and built an award-winning culture that makes this company an amazing place to work.

It is with that in mind that we are looking to hire a talented Program Manager, Customer Insights to join our User Experience team to build and lead a scalable, customer research and insights program. This is a new role where this individual will bring their playbook and have accountability and ownership to drive this forward. As part of our User Experience team, you would be joining a passionate, collaborative, and supportive group of individuals dedicated to improving our customers’ experience. This position will provide an opportunity for you to own customer insights, connect strategy to execution, and work collaboratively alongside leaders across the entire organization.

As our Program Manager, Customer Insights, you will:

  • Develop and lead a comprehensive Voice of the Customer strategy that creates strong communication channels between customers and Hireology and provides insights into our product, customer experience, and value proposition
  • Establish an integrated and actionable customer listening program
  • Develop and lead a full-cycle research program, from early strategic direction through post-release validation in an agile development process
  • Implement a  variety of research and testing tools to validate and guide requirements and designs, from user research,  participatory design workshops, interviews, usability studies, and quantitative methods such as surveys and data analytics
  • Deliver actionable analyses of customer feedback, journeys and pain points using leading methodologies
  • Synthesize data and research, develop compelling insights, and deliver story-driven reports and presentations with strategic recommendations on which stakeholders can act
  • Effectively measure the impact of customer advocacy on business and operational KPIs
  • Collaborate and work cross-functionally with Product, Marketing, Corporate Development, and Revenue to improve customer loyalty and retention
  • Prepare reporting and presentations for different levels of management, sharing insights and recommendations for improvements to our product and services
  • Determine appropriate cadence and forums for sharing customer insights to the Hireology leadership team to confirm and/or reinforce overall strategy and drivers of the customer experience and provide actionable recommendations for improvements

So what kind of person are we looking for in this role? We have a pretty unique culture here at Hireology, and the person who will be successful in this role will:

  • Be effective at influencing and managing initiatives autonomously across all levels of the business
  • Be eager to share  new ideas that may improve our way of work
  • Appreciate giving and receiving feedback in a collaborative environment
  • Eagerly seek out growth opportunities for self, team, and business

Okay, we’ve laid out what the job is - now are you qualified? Below are the minimum qualifications we’re looking for in a Program Manager - Customer Insights candidate. Also, we want a chance to get to know who you are and why you applied, so please include a cover letter.

  • Detail-oriented, strategic thinker who can prioritize well and communicate clearly across all levels of the organization with a proven ability to influence others
  • 5+ years of overall program management experience in customer research and insights, preferably 3+ years of experience leading voice of the customer and/or customer research programs
  • Demonstrated ability to transform organizations to deliver value to customers
  • Extensive experience with customer research techniques and methodologies
  • Strong time management and prioritization skills with an ability to self-direct
  • Excellent communication, presentation, and interpersonal skills
  • Ability to learn quickly and maintain a high level of performance in a fast-paced, high volume environment
  • Ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization
  • Solution-oriented mindset and a pathologically optimistic attitude towards work

So what can you expect after you apply? You will:

  • Take a brief true/false survey. Be sure to check your email after submitting your application
  • Have a phone conversation with someone on our Recruiting team. This is a high-level conversation about you, but also a good opportunity for you to learn more about us
  • Meet with various members of our User Experience and Product teams
  • Provide us with some references. We use our automated reference check system for this, so you just give us some names, they fill out a survey, and we are all set
  • Speak with a member of our senior leadership team. If you have made it this far, just be yourself, and everything will be fine

Hireology is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, national origin, age, marital status, disability status or protected veteran status, or any other category protected under the law.  All employment decisions are solely based on business needs, job requirements, and individual qualifications. We support an inclusive workplace where Hireologists excel based on personal merit, qualifications, experience, ability, and job performance.

Vacancy page : https://careers.hireology.com/hireology2/567541/description