Voice of the Customer, Program Manager

over 1 year ago
Full time role
Seattle, WA, US... more
Seattle, WA, US... more

Company

Rad Power Bikes is an electric bike manufacturer that offers direct to consumer pricing on e-bikes and accessories and they ...

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Job Description

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 500,000+ 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 Voice of the Customer Program Manager to play a critical role in delivering an unrivaled customer experience. Our Voice of the Customer Program Manager will be responsible for determining not just the “what”, but the “why” through connecting multiple qualitative and quantitative data sources to tell a story that will improve the overall customer experience. They do this through extracting, analyzing, and building reporting and data for the VOC Program. This role will report directly to the Continuous Improvement Manager.

Why You’re Rad (about you):

  • 5+ years of project/program management experience with heavy emphasis on data analytics
  • 3+ years of Voice of the Customer, customer experience, customer insights, qualitative and quantitative research, customer satisfaction analysis, or other relevant experience
  • Effectively manages, collaborates, develops, and influences peers and cross-functional partners to drive results 
  • 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
  • Leverage analytical tools to uncover issues within the customer journey and recognize ongoing themes/trends
  • Assist in creating dashboards that share detailed and real-time customer feedback with the organization in an effort to provide a better customer experience
  • Have a bias toward action, highlighted through strong follow-up skills and a sense of urgency
  • Ability to effectively communicate complex technical concepts to non-technical partners
  • Collaborate with cross functional teams to help triage and determine root cause of customer issues
  • Demonstrates ability to balance competing priorities based on strong, objective business judgment
  • Consistently monitor progress to further develop VOC program and increase ROI
  • Ability to think both strategically and tactically with strong attention to detail 

Additional Requirements:

  • Minimum 3 years of experience in analytical heavy roles
  • Advanced knowledge of Tableau

You get bonus points for:

  • Experience with ebikes or electric vehicles
  • Experience in customer facing organizations along with concepts and technology
  • Experience creating and sharing data visualizations to provide a clear story

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

  • Advocated on behalf of Customers and identify customer experience improvement opportunities throughout the business
  • Worked on the strategy to overhaul our customer facing Help Center
  • Supported building a strategy for online spare part availability
  • Collaborated with other field leaders and corporate partners on key initiatives to drive performance across the customer service organization
  • 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
  • Additional duties as assigned 

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.
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