Program Manager - PX

This role will join the central team at the company responsible for elevating the bar on the experience for our Partners. The team drives all Partner-facing policies and processes, collaborating on automation initiatives, and driving programmatic initiatives to deliver an accelerated and profitable growth for Partners. The “Program Manager - PX” will act as a single-threaded owner for building, upgrading, and reviewing the implementation and impact of all Partner-facing SOPs and processes (such as order cancellation, refund, dispute, etc.) - with the objective to increase the retention of our Partners on the platform, with higher lifetime value. The person will engage directly with multiple stakeholders across Sales, Product, Support Operations, and the regional Partner Growth team to raise the bar on Partner experience through these efforts. The role will require dealing with constantly evolving priorities and working in a fast-paced environment. The ideal candidate will possess a blend of technical expertise, industry experience, and strong stakeholder management skills, aligning with the organization's growth strategy to foster effective partnerships and drive innovation.

What’s On Your Plate?

• Help improve Partner Retention for the Food business, by driving strategic programmatic initiatives across the calendar to help throughout the lifecycle and various touchpoints for our restaurant Partners.
• Design and launch new policies to support Partner pain points, where such policies do not exist. Align internal stakeholders to gain buy-in to launch and scale the implementation.
• Identify and execute improvements to existing SOPs and processes, based on feedback from the market (Sales and Partners, through NPS and Satisfaction surveys, and Voice of Partner program). This should also take into account constantly changing macro scenarios (e.g. legal requirements on onboarding documents).
• Own the vSAT metric to reflect Partner satisfaction levels, and complement the vNPS metric which is our north star metric to measure experience and pain points, offering improvement opportunities.
• This role would also play a key role in managing churn and contribute to retention improvement on the platform for our long-tail accounts - where maintaining good quality of support (policies and process-driven) is critical for their growth.
• Work closely with the central Product team to recommend improvements to Partner-facing features (e.g. reporting). This should help reduce the volume of contacts and ensure we improve the self-serve capabilities for our Partners.
• Identify data-backed insights to further our efforts on scalable initiatives, acting as a thought leader for the Partner Growth org on this front.

Qualifications
What Did We Order?

• 7+ years of program or project management experience.
• Experience using data and metrics to determine and drive process improvements.
• Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership is a must-have.
• Demonstrated expertise in on-time delivery of project solutions with structured and organized project documentation, strong data analysis skills, and excellent time management capabilities.
• Experience with CRM data, including Salesforce, is required.
• Proficiency in creating dashboards and visualizations using Tableau, Data Studio & Looker.