Job Information
Gates Co Program Manager - Digital Customer Experience Applications in Denver, Colorado
Are you inspired by challenging the status quo? Do you thrive in collaborative environments that drive results? If so, Gates could be for you. Gates is a leading manufacturer of application-specific fluid power and power transmission solutions. We push the boundaries of material science to engineer solutions that continually exceed customer expectations. Let's simplify it, think belts and hoses. Found in motorcycles, conveyor belts, cars, tractors, blenders, vacuum cleaners, bicycles, & 3D printers just to name a few. Because why not do it all? WHAT TO EXPECT As an innovation leader, we look for ambitious, detail focused, forward thinking, open-minded and well-rounded individuals to join our global team. Located in our Denver office, the Program Manager - Digital Customer Experience (CX) Applications will support our global Marketing, Sales, Customer Experience (CX), and Digital IT teams to deliver high-quality service to our customers across several of our internal and external technology The Program Manager - Digital CX Applications manages oversees the strategic planning and execution of digital customer experience initiatives, ensuring seamless integration and optimization of customer-facing platforms such as CRM, Case Management, Contact Center, and Survey applications. This is an exciting opportunity for you because you will own and ensure that tool roadmaps are maintained and implemented, and work with cross-functional teams across the globe to align digital CX initiatives with our broader Gates strategy and goals. Key responsibilities: Championing our Global Digital CX applications, and partnering with internal stakeholders (including Marketing, Sales, CX, and Digital IT, etc.) to integrate digital initiatives into broader business strategies. Streamlining business processes and extend the use of our digital playbook toolset, including Oracle Sales Cloud CRM, SAP Service Cloud, Genesys Contact Center, and Qualtrics. Leading and Managing Digital CX Programs - Responsible for leading the definition and roadmap of business applications that support the business processes in the commercial (Sales & CX) space. Leading company-wide promotion of the Global Digital CX applications to drive the consistent use and adoption of our suite of tools, while also ensuring the tools functions align on a global scale to provide consistent user experience across regions. Overseeing the integration of new technologies and systems, working closely with IT teams and vendors to ensure seamless implementation and alignment with business needs. Creating a continuous improvement culture by documenting current state processes and implementing business process improvement solutions to automate, where possible, and improving business processes and infrastructure. Developing and program managing strategic roadmaps and execution requirements that improve the experience for both customers and customer-facing employees. 'Help Connect the Dots' by collecting, analyzing, and interpreting data from the various Digital CX applications to provide insights and recommendations centered around customer lifecycle metrics and KPIs. Creating functional designs, test cases, training coordination, and documentation of operational support procedures across all Global Digital Commercial applications listed above. Establishing global council groups to work with users to gather feedback and make improvements. Troubleshooting internal application issues and escalating IT fixes. Managing the relationships with external IT vendors supporting the applications Benchmarking with external and internal organizations to stay on top of tools, systems, and skillsets required.
ABOUT YOU Bachelor's Degree and 3-5+ years of related experience, with similar or relevant Digital CX applications, preferably SAP C4C Service Cloud, Oracle Sales Cloud CRM, Genesys Contact Center, and/or Qualtrics. Process Improvement mindset with a proven track record of identifying issues proactively and implementing solutions independently. Experience in different project delivery methodologies (Waterfall, Agile, Product) is desirable. Experience in researching and documenting solutions to business needs and clearly explaining trade-offs and potential return on investment for different options. Ability to work effectively with stakeholders at all levels of the organization. Global experience a plus. Strong program management and organizational skills. Must be legally authorized to work in the United States without company sponsorship. Travel: 5% Excited to work in the office with great teammates Must be legally authorized to work in the United States without company sponsorship.
PAY & BENEFITS Full-Time: $94,000 - $110,000 Medical, Dental, Vision insurance and other voluntary benefit options: benefits begin on the first day of the month immediately following your date of Eligible for 3 weeks of paid vacation + 11 holidays (9 scheduled & 2 floating) + 8 sick days. All vacation days are accrued 401(k): 3% company contribution and additional 3% company match Tuition Reimbursement
WHY GATES? Founded in 1911 in Denver, Colorado, Gates is publicly traded on the NYSE. While we might operate in a vast amount of time zones we operate as 'One Gates' and have a common goal of pushing the boundaries of materials science. We invest in our people, bringing real-world experience that enables us to solve our customers' diverse challenges of today and anticipate those of tomorrow. While we expect the best, we also want to give you the best. That's why at Gates we provide an environment where people can succeed from our policy of