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Director, Program Management

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Sales & Business Development
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191746 Requisition #
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Director, Program Management


The world of consumer credit is complex. Our database represents 220 million credit-active consumers nationwide with 1.3 billion updates flowing through monthly. How can a business
sort through this enormous dataset to identify consumers, decision on loans, market to prospects and collect?


Experian’s Consumer Information Services division offers a suite of solutions, fueled by best-in class data, to assist lenders, government entities, retailers and beyond with all aspects of the customer credit lifecycle.

 

The Director of Program Management serves as principal relationship owner for MCE (contact center) to all Business Units and stakeholders such as Product, Marketing, Sales, Business Operations, Technology etc. Responsibilities include driving the overall health and success of all business lines objectives into the contact center. Engages with ECS and CIS business units to provide strategic direction in how to improve customer experience, retention, and provides leadership and insight into the overall performance the business lines.

 
Responsibilities:
  • Provides strategic direction and manages the ongoing performance of business lines goals and initiatives
  • Defines priorities and timelines for deployment of business unit initiatives into the contact center
  • Manage team of Strategic Specialists, Client Engagement Mangers, and Vendor Management to drive business goals and maintain client satisfaction
  • Develops ROI models for new programs and initiatives
  • Identifies risks and risk plans; manages and mitigates risks
  • Senior point of contact for vendor and client relations
  • Develops plans to scale the call center teams using both in-house and outsource models based on business growth, historical contact volumes, seasonal trends, service goals and budget guidelines
  • Leads regular business reviews with senior executive leadership
  • Presents feedback to stakeholders, articulates the customer’s needs to the business teams to drive strategic decisions
  • Directs internal and external resource teams to provide qualitative and quantitative information to manage the ongoing performance of the Business line
  • Resolves issues, problems, status and successes working with key stakeholders and teams
  • Oversees requirements building for new programs and projects
  • Develops strategies with Product, Marketing and Sales that lead to the overall improvement in retention, CSAT and call center measurements
  • Reviews and provides feedback on deliverables and implementation activities
  • Leads the organization in assessing and developing innovative customer service features and products to drive customer satisfaction and loyalty
Job Functions:
  • Principal relationship owner for internal and external stakeholders of the contact center
  • Leads Key Initiatives
  • Senior point of contact for vendor relationships
  • Collaborates with senior leaders at the contact center in operations, workforce, technology, and compliance
  • Responsible for design, development and deployment in of all contact center programs
  • Scope management – ensuring the project includes all work required for successful delivery
  • Plan management – Oversee plan development, including detailed work plans and managing the project based on the plan
  • Communications management – ensuring timely and appropriate generation, collection, dissemination, storage and disposition of program information
  • Risk management – identifying, analyzing and responding to project risks.

Skills/Qualifications:
  • Bachelor’s degree or equivalent experience typically requires 8 years’ minimum demonstrated strategic leadership experience
  • Strong problem solving and analytical skills
  • Strong project management and organizational skills
  • Strong customer service leadership experience along with call center experience
  • Results driven and goal oriented
  • Highly motivated and able to take initiative; demonstrated ability to work with minimal supervision
  • Ability to organize and prioritize
  • Ability to multi-task
  • Ability to adapt, thrives and leads through change
  • Strong team-building and teaming skills
  • Strong oral and written communication skills, including presentation and facilitation skills
  • Ability to communicate effectively with both IT and the business
  • Demonstrated expertise in organizing teams
  • Ability to work with remote project teams
  • Experience negotiating with and influencing internal and external team members
  • Very good judgment, willingness to make decisions and ability to push back when appropriate
  • Highly reliable to follow through on commitments.

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