Plano, TX, USA-Mon-Thurs in office, Friday - remote
Top 3 Skills:
Microsoft Office Suite (Excel, PowerPoint, MS Project a plus)
Excellent communication skills
Data visualization
Summary:
The Group Provides repair and other services to customers with Home Electronics devices. MX (Mobile Experience) Care provides repair services to our customers smartphones, tablets or PCs through Mail-in and in-store or Walk-in options. While the journey can start many ways, it usually begins with our call center and ends with a repaired device safely back in the hands of our customers.
This role will report to the Senior Manager of MX Care Strategy & PMO, who reports to the Head of MX Care. This organization provides PMO support to the rest of the MX Care organization on special projects or requests, supports regular reporting of these projects and supports shaping the overall MX Care Strategy.
This roles primary function will be to support developing and documenting a customer experience journey map of the Care customers. We want to create a visualization of the path our customers take and use it to identify areas for improvement. Additionally, we want to use this mapping and data to decide the ideal path for our customers based on their device specific needs. This role will support maintaining this visualization and creating updates as the business changes. In addition, this role will support Project Management activities as needed, such as tracking metrics, project progress, creating process documents (Vizio or similar).
Job Responsibilities:
• Collect data to create a map of the Care customer journey for the main products and common issues
• Be able to present data in clear and digestible format for leadership to easily see trends and insights
• Maintain customer journey maps, making edits for new products and customer service offerings
• Support PMO activities
• Develop project task tracking, capture weekly progress and metrics
• Collaborate with multiple teams to document business processes
• Establish and maintain communication between the project team to the organization
Skills:
• Verbal and written communication skills, attention to detail, customer service and interpersonal skills.
• Ability to work independently and manage time between multiple projects or priorities
• Preferred previous experience with computer applications, especially Microsoft PowerPoint (expert), Word and Excel; Project a plus
Education/Experience:
• Bachelor's degree in business management, finance, accounting, mathematics, economics, or relevant field required.
• 5-7 years experience
• 2+ years project management experience preferred
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