Forcepoint is transforming cybersecurity by focusing on what matters most: understanding people’s intent as they interact with critical data and intellectual property wherever it resides. Our uncompromising systems enable companies to empower employees with unobstructed access to confidential data while protecting intellectual property and simplifying compliance. Based in Austin, Texas, Forcepoint supports more than 20,000 organizations worldwide. For more about Forcepoint, visit www.Forcepoint.com and follow us on Twitter at @ForcepointSec.

Reporting to the Sr. Director Customer Success & Operations, the Program Manager, Customer Operations leads a team that supports customer facing teams within Customer Success and Operations (Professional Services, Technical Support, and Manufacturing) in their mission to deliver a world-class customer experience. You must be a proven leader with a track record of identifying, designing and executing complex cross-functional initiatives and projects. You must be a person that can quickly scale that thrives in a rapidly evolving business environment.  As an experienced leader, a successful candidate will know how to get things done by working collaboratively across departments and organizational boundaries.

U.S. Citizenship or Green card status required.

Responsibilities

• Plan, lead, and organize projects and initiatives for the Customer Operations Team. This includes the development of repeatable processes and procedures, technology solutions that drive success, as well as the identification of key metrics to track and manage program performance.
• Drive the development of the Total Customer Experience Program for Customer Success & Operations.
• Identify and propose plans and programs that will increase productivity and improve the end to end customer experience.  Will be responsible for gaining support for these opportunities and delivering improvements.  Must be able to be a strong influencer with departments outside CSO to help drive overall customer satisfaction and loyalty.
• Effectively synthesize and communicate customer pain points to other parts of the business to drive awareness and improvement, and act as a customer champion within the company.
• Plan, manage, and provide governance to ensure the consistent delivery and execution of the total customer experience program.
• Challenge the status quo where appropriate and seek innovative solutions.
• Ensure smooth transitions and positive Customer Experiences from Sales to Support including the ability to identify and act on opportunities as an advocate for the customer.
• Build and deliver program reporting metrics and provide regular executive updates.
• Uncover opportunities to implement new or enhance existing systems to differentiate service delivery and improve customer loyalty.
• Perform other duties and projects as assigned.

Person Specification

The ideal candidate for this role is passionate about customers and delivering exceptional service and world class experiences to customers.  You will be comfortable using data to tell the customer story. You demonstrate extreme levels of accountability and are results driven; you value teamwork and collaboration; you communicate transparently and with candour, while always being genuine; you act boldly, take initiative and are comfortable taking calculated risks to achieve successful outcomes; you execute with speed and integrity, delivering high quality work product which you are proud of.  

Required Skills and Experience

• 10+ years in a program management and/or operations role with responsibility for delivering measurable cross-functional team results.
• Proven results-oriented experience in a complex, fast-paced environment.
• Strong attention to detail and superior organizational skills.
• Proven ability to successfully operate within an executive team, departmental teams, and cross- functional teams.
• A passion for developing and managing to key metrics, using those analytics to guide best practices for the organization.
• Experience working both with high volumes of small customers and low volumes of large customers, plus the ability to know how to handle them differently.
• Advanced Microsoft Office skills, including Excel and PowerPoint.
• Self-motivated and comfortable with a willingness to roll up your sleeves to get the job done.
• High level of proficiency with MS Office applications, especially Excel & PowerPoint
• Must possess a customer-centric mindset and have the ability to prioritize the customers’ needs and manage to their expectations while balancing the needs of the business.
• Excellent communication and presentation skills, and proven ability to translate data into actionable insights
• Work comfortably with cross functional teams including individual contributors, technical leaders, and executives
• Strong strategic thinking and consultative skills