Program Manager, CX
Bellevue, WA

Job Description

From the very beginning, OfferUp has believed that the right people united by the right mission can redefine the possible.

OfferUp's mission is to build the largest, simplest and most trustworthy local marketplace. The free app for iOS and Android helps sellers quickly post items for sale with just a picture from their smartphones and lets buyers easily browse what's nearby. Now the largest mobile marketplace for local buyers and sellers in the U.S., OfferUp brings millions of people together to discover more value right where they are.

At a Glance

* A top shopping app on iTunes and Google Play
* Geekwire App of Year
* 80+ Million Downloads

The Customer Experience (CX) Program Management (PgM) team plays a vital role at OfferUp. Collaborating closely with the Product, Care, and Trust and Safety Teams, the CX PgM team ensures product, feature, and policy rollouts are ready for production and monitored with control and metrics plans. We develop actionable insights by leveraging customer feedback and key metrics to shape the product and positively impact the customer journey. We help solve emerging business problems, and assist the CX organization by undertaking projects and contact reduction initiatives.

OfferUp is seeking a Customer Experience (CX) Program Manager to partner with stakeholders across the organization to provide program support and release readiness for mid to long term initiatives at OfferUp. As a Program Manager, you'll also undertake projects to solve for specific CX Business problems. This is an Individual Contributor role in the CX Program Management team, but as a Program Manager you'll be providing thought leadership and mentorship to Program Specialists within the team.

Key Responsibilities:

* Work closely with cross-functional stakeholders, including CX, Product, Analytics, Marketing, and Content teams to provide Program Support and ensure CX Readiness for large or long-term OfferUp initiatives
* Uplevel the CX PgM team by introducing improved processes and best practices
* Effectively communicate product launch schedule, respective team initiatives and goal tracking to leadership
* Own the program process for assigned projects, including define project scope, goals and deliverables that support team goals
* Plan and schedule program timelines and milestones using appropriate tools
* Undertake medium to long term initiatives to solve emerging CX Business Problems
* Create and implement new solutions and processes when there is no existing system already in place
* Support the CX organization and provide project and process support to improve the OfferUp Customer Experience

Requirements:

* Bachelor's Degree required
* 5+ years of work related experience
* Minimum 3-5 years of project management experience; PMP certification preferred
* Experience working in both tech and customer experience fields preferred
* Experience documenting workflows and related content
* Excellent stakeholder management and communication skills, and ability to clearly communicate across different levels within the organization
* Exceptional organizational skills
* Able to work in a dynamic and fluid environment and be self-directed to successfully achieve tasks and goals
* Knowledge of the product we offer and passion for OfferUp
* Enthusiasm and willingness to embrace a start-up environment or similarly fast paced, dynamic environments with minimal structure strongly preferred
* Experience working alongside technical or engineering personnel
* Proven ability to exercise high degree of confidentiality and objectivity
* Proven ability to set priorities and work independently with little supervision
* Ability to juggle multiple tasks and appropriately prioritize