Program Manager - Internet/Online

Key responsibilities include:

Set the vision, direction, and culture of the team by managing individual and team performance expectations and goals

Provide individual coaching feedback sessions, and weekly one-on-ones that focus on improving customer satisfaction - Sales Specialists and the Seller community

Monitor real time service levels and schedule adherence

Serve as leaders and point of contact for escalated contact resolution of a supervisory nature or complex problems

Manage and drive staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, projects and other Change/Kaizen initiatives as required

Active participation in hiring and building the team & raising the bar in hiring process

People management i.e. performance appraisals, goal setting, training and mentoring talent to grow within organization & control attrition

Ensures employees growth & development, set priority, drive motivation & engagement for employees

Basic Qualifications:

Master degree(preferably Computer Science or Business) and 8 yrs of relevant people management experience

Advanced computer literacy in Microsoft Office (especially MS Excel) applications

Excellent analytical, problem solving and logical reasoning skills

Passion for innovation, automation and operational excellence

Ability to work with IT systems, understand and work with XML feeds, SQL/DW.

Excellent communication skills in written and oral English with the ability to face external and internal partners in a professional and mature manner.

Demonstrated ability to build, develop, direct, and manage a group of people

Ability to support Business and provide solutions to Seller pain points

Ability to handle complex and ambiguous scenarios

Ability to organize, prioritize and schedule work assignments.

Ability to manage conflicting priorities - capability to work on several projects in parallel

Ability to make administrative and procedural decisions

Proven ability to manage reporting and analysis

Demonstrated passion for delivering a positive Seller experience, and maintain composure in difficult situations

Ability to effectively and efficiently complete difficult goals or assignments

Can adapt well to changing circumstances, direction, and strategy

Preferred Qualifications:

Ability to work with IT systems, understand and work with XML feeds, SQL/DW

Ability to write macros in MS Excel aimed at improving process efficiencies