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CX Quality Project Manager

Remote (United States)

As the Customer Experience (CX) Quality Project Manager, you will fill a crucial role in driving value for customers across the CX Journey. In this role, you will take ownership of our CX tools (i.e., Contentsquare) to support both day-to-day operations, system integrations, mappings, reporting, and strategic deliverables to support the organization. You will be an integral role in designing processes, identifying ways to improve the Zappos Customer Experience, and unlock new growth opportunities through Contentsquare. You will be a strategic advisor, subject-matter expert, and own documentation of tool processes and projects. 


WHAT YOU WILL BE DOING

  • Be the platform admin of Contentsquare (CS) and manage the vendor relationship.
  • Manage the CX Papercuts Program, day-to-day platform management, Jira requests, CS support requests, and the liaison with the CS Technical Account Manager.
  • Use the platform to proactively identify opportunities and assist team with investigations by developing and monitoring dashboards, reports, KPIs, and alerts for issues.
  • Monitor incidents and customer feedback for potential issues 
  • Partner with Tech PMs and cross-functionally to investigate issues and identify associated impact.
  • Work with CS and Zappos teams to develop, implement, and manage goals, system mapping, workspaces, and custom variables. 
  • Partner with Zappos teams to manage system access, Single Sign-On (SSO) integration, Zappos internal systems integrations, 3rd Party integrations, Raw Data Feed, Data Enhancement projects, and Personal Identifiable Information (PII) masking. 
  • Manage system settings and integrations while keeping documentation and processes up to date related to:
  • Requirements to Dev teams for web and apps;
  • New/changed feature/functionality changes, etc.;
  • Manage segments to ensure that everyone is using validated data;
  • Keep segments and other items organized so that the platform does not become cluttered and confusing;
  • Ensure consistent naming conventions and structure; and
  • Documenting any PII leaks (i.e. arrange deletion of sessions with CS).
  • Provide basic training to new users regarding Zappos custom items that are not in CS training materials
  • Create and maintain process documentation to support various teams/use cases and Zappos needs
  • Advise users of any maintenance windows, outages, known issues that impact them
  • Track budgeted hours and resources to ensure we track to contracted hours with CS


WHAT YOU BRING TO THE TABLE

  • Bachelor's degree in Information Technology or a related field.
  • At least five (5) years of system admin and/or PM experience.
  • Experience supporting cross-functional programs that relate to CX tooling & operations.
  • Experience in communicating vision, strategy, and statuses of projects to leaders and internal stakeholders.
  • Have a metrics mindset: You believe success is a measured outcome, and have built dashboards to very clearly tell a story with KPIs.
  • Experience in translating business requirements into technical deliverables.
  • Ability to synthesize recommendations based on strategic and operational discussions and deal with ambiguity in a rapidly changing business environment.
  • Experience in identifying root causes and solving complex issues.
  • Experience managing technical and administrative tasks without oversight.
  • Experience writing documentation to keep internal materials up to date.


The base pay range for this position is $103,000 to $114,000 per year; however, base pay offered may vary depending on job-related knowledge, skills, and experience.  In addition, a full range of medical and other benefits is offered.


The Fine Print

The Zappos Family of Companies is committed to Equal Employment Opportunity regardless of race, color, national origin, gender, sexual orientation, age, religion, veteran status, disability, history of disability or perceived disability. If you need assistance or an accommodation due to a disability, you may email us at recruiting@zappos.com or call us at 1.702.943.7777.


To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.

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