Senior Program Manager, Customer Operations

Rad Power Bikes, America’s largest electric bike brand, is on a mission to get people onto bikes that are built for everything and priced for everyone.
Our company is a driving force behind the e-bike market expansion in North America, and we’re growing rapidly in Europe. We are the first mover in the omnichannel retail space for personal mobility products and we continue to develop industry-leading, innovative e-bikes. Rad Power Bikes has grown to 700 employees today with 350,000+ customers, leading a global revolution in low carbon mobility. 
We are looking for RADICAL people to join our global teams: Responsible, Approachable, Diverse, Innovative, Customer-Driven, Accountable, and always Learning. 
We are seeking a Senior Program Manager of Customer Experience to play a critical role in managing the roadmap to an unrivaled customer and team experience. Our Senior Program Manager will be responsible for advocating on behalf of the customer while executing and implementing processes that drive consistency across our customer facing teams. This role will report directly to Sr Operations Business Manager.

Why You’re Rad (about you):

• 8+ years of program management experience
• 1-2 years professional experience in customer facing organizations
• Possess deep knowledge and expertise in customer satisfaction KPIs
• Be a self-starter who thrives in a fast-paced, ambiguous environment with a deep passion for the customer experience
• Desire to create unprecedented customer experiences for customers at all levels
• Be process oriented with the ability to measure results and analyze data Have a bias toward action
• Impeccable written and oral communication
• Be a strong leader who fosters a collaborative working environment across multiple disciplines
• Ability to think both strategically and tactically with strong attention to detail Passion to mentor up and coming PMs in Rad

Had you been with us last month, you would have:

• Advocated on behalf of Customers and identify customer experience improvement opportunities throughout the consumer business
• Created 6-12month roadmap of programs designed to achieve an unrivaled customer experience
• Collaborated with other field leaders and corporate partners on key initiatives to drive performance across the customer service organization
• Researched and implemented third party solutions to support knowledge-base expansion
• Created new program implementation guides, FAQs and communication tools to support adoption of new processes and procedures
• Understood Rad Power Bikes’ business model inside and out to create programs that drive KPIs around customer and business results
• Developed insights and presented well-reasoned, data-driven proposals to cross-functional stakeholder teams on customer pain points
• Spearheaded programs that drove efficiencies and operational excellence

Working at Rad is built around our RADICAL values - we are:Responsible to our environment, community, partners, and teamAccountable, we take ownership, bias to action, seek and provide feedbackDiverse, inclusive of experiences, backgrounds and skills, we value every voiceInnovators, we challenge ourselves and the status quo, we are originalCustomer driven, completely, we do the right thing for our ridersApproachable, kind, we collaborate and are always willing to helpLearners, we grow our skills, we are humble and seek to improve 
Does this sound like you? Please apply and join us! 
Rad Power Bikes is proud to be an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. 
If you need assistance or an accommodation due to a disability, you may contact us at 800-939-0310 or jobs@radpowerbikes.com. Recruitment Agencies: We partner with 3rd party recruitment resources as needed.  If we require assistance on this search we will contact selected partners directly; we do not accept unsolicited candidate submissions.
At Rad Power Bikes we are committed to our RADICAL values and that means being responsible for the health and safety of our team, customers and community. Our current mask policy requires every Raddite to wear a mask regardless of vaccination status. At this time, Rad Power Bikes does not require Covid-19 vaccination though we highly encourage it. Additionally, Rad Power Bikes has implemented a vaccination or test policy any time employees of 25+ gather for all hands, in person meetings, training and other company sponsored events. Rad Power Bikes reserves the right to change or update our Covid-19 policy and procedures at any time. If you are comfortable complying with our Covid-19 guidelines, please submit your application for consideration.
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