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Job Responsibilities:
As an Engagement Strategy Lead, you will be crucial to building strong and lasting relationships with customers and with our diverse group of Expert Workforce, Ads Quality Manager, Analysts and Program Operations.
MAIN TASKS & RESPONSIBILITIES
- You will be responsible for understanding and supporting the needs, challenges, and successes of the Expert Raters
- You will be a critical link in communicating and collaborating with the program team on behalf of your customers’ requirements, representing the unique program requirements.
- You’ll be part of a wider team of data scientists, analysts, and expert raters working to improve the digital experience for end-users across the world.
- You will serve as the primary liaison for customer and their clients supporting discovery, onboarding process for new task streams and overall success of the program
- You will oversee client onboarding, meticulously document business objectives, and set domain expertise standards for Expert Rater pools.
- Collaborate with the Program Manager, Pod Lead, Quality Manager, and Data Scientist to ensure alignment for task stream launch
- You will Create an effective feedback loop between the Account Management, front line, product, strategy, and customers
In other words, you will be the advocate for the Expert Raters in ensuring alignment among the various functional teams of the program.
- Team Productivity and Quality Oversight: In this role, you’ll closely monitor individual team members’ productivity and quality. Your insights will drive improvements, and you’ll provide essential project support to the program team, ensuring they meet their objectives effectively.
- Timely Resolution of Production Issues: As part of your operational responsibilities, you’ll manage production issues, ensuring timely resolution. Effective communication regarding quality, delivery, or customer satisfaction issues with the PMO manager will be essential for maintaining program excellence.
- Stakeholder Communication and Reporting: You’ll be the linchpin in managing communications with all stakeholders. From creating weekly status reports to developing program dashboards, your ability to keep everyone informed and aligned will be critical.
- Strategic Alignment and Leadership Collaboration: Collaborating closely with PMO leaders and the wider leadership team, as well as Account Management, you’ll help define strategic program objectives and initiatives. Your operational insights will contribute to the program’s success.
- Under this purview you will jointly develop proposals and solution initiatives for your customer
- Customer Satisfaction as the North Star: Above all, your overarching goal will be to ensure customer satisfaction. By maintaining high-quality services, optimizing capacity, and delivering value, you’ll contribute to the company’s success.
Experience & Requirements
- Ability to think strategically and articulate ideas and plans with the professional maturity to participate at senior management level
- Knowledge and awareness of business trends
- Cross Cultural Leadership and actively drives their programs and teams and has a positive Impact.
- Customer relationship management.
- Have excellent communication and interpersonal skills with the ability to influence.
- Have a track record of structured, analytics-driven problem-solving
- Have an action-oriented mindset that balances strategic problem solving with a “roll up your sleeves” attitude to ultimately deliver results
- Experience in AI data project execution
- Excellent interpersonal communication skills and proven ability to work with a diverse group of people spanning cultures, time-zones, and personalities
- Preferred: Bachelor’s Degree
- Familiar with working in an Agile development environment
- Must sign a standard Non-Disclosure Agreement
Additional Job Details: