Project Manager - Customer Experience

At Jimdo, our mission is to help small businesses start, grow, and ultimately thrive online. Small businesses face new challenges with very little support or recognition. We know how hard this can be, because we have been in their position. That’s where you can help us—by designing intuitive tools to help small businesses solve complex problems.

With a forward-leaning and self-driven attitude, we continue to find new ways to help our customers get their ideas out into the world. As a team, we run at a steady pace to achieve what we aim for. We learn best by gathering data, trying new things, and sometimes even falling down along the way. It’s the lessons we learn in the process that make us better problem-solvers for small business owners.

If you’re motivated by our mission and excited to roll up your sleeves, try new things, learn from mistakes, and make a difference to small businesses around the world, we would love to work with you.

Location

We are happy to invite you to work with us in our office in Hamburg or permanently remote from any location where you are permitted to work from. Wherever your working location of choice will be, we will make sure you get proper onboarding (virtual or in person) and that you are fully equipped to become part of the team from day one.

We will support you in case you would like to relocate to Germany


Your Mission

Jimdo Support Operations team aims to excel and provide outstanding support to our Customers. Our team is dedicated to eliminating customer challenges, empowering our global user base via self-service and automation and is dedicated to providing premier support throughout the entire customer lifecycle.Jimdo is currently recruiting for a Project Manager-Customer Experience to to support the execution of experiments in the support operations team and assist leaders to enable critical thinking and introduce a steady rhythm of business during this period of experimentation.

Responsibilities

  • To lead initiatives for the Support and Success Operations teams.
  • To collaborate with customer support and success leaders to prioritise, coordinate and lead projects across different lines of business and product areas.
  • To leverage domain expertise in SaaS and/or website builder industry to provide strategic value and enablement of service level objectives.
  • To deliver high quality results and project output, inclusive of running effective sprints, deep analysis into operational challenges.
  • To develop a detailed understanding of digital assets and protocols, collaborate closely with domain specialists to execute on project results and mobilisation efforts.
  • To create playbooks and frameworks for running large-cross functional initiatives and build SOPs ( Standard Operating Procedures) between operations and partner teams.
  • Leverage an in-depth understanding of analytics to drive data-driven decisions.

Requirements

  • 5+ years of proven relevant experience in SaaS, technology and/or customer support, specifically in a project and/or program management capacity running large scale and multi-faceted initiatives.
  • PMP Certified is highly desirable but not a MUST.
  • Familiarity with tools including Google Apps, JIRA, Zendesk, etc.
  • Highly flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organisation.
  • Experience managing multiple stakeholders.
  • Exceptionally detail-­oriented while juggling multiple tasks and work streams in a complex environment.
  • Excellent writing, presentation, and visual communication skills.
  • Strong critical thinking and data-analysis skills (e.g. ability to navigate large data sets).
  • Ability to identify repeated customer and specialist-facing issues and build scalable trainings to address them.
  • Experience working in an ambiguous, fast-paced environment and has strong ability to balance multiple priorities.
  • Energised by thrilling developments across the SaaS/technology ecosystem and has in-depth project and/or program management experience, with a keen eye for detail and organisation.
  • You are strategic and can think big picture while delving into operational detail.
  • Ability to think several steps ahead of the customer and take proactive steps to address potential roadblocks and issues.
  • Proven team player and leader with strong interpersonal and communications skills.
  • A natural problem-solver that can think creatively to deliver comprehensive solutions to the customer.

Fareed will be happy to receive your application in English.

Jimdo is proud to be an equal opportunity employer. This means that we don’t discriminate based on race or ethnic origin, color, the language(s) you speak, where you (or your parents) are from, or whether or not you consider yourself to have a disability. Neither will your age, sex, gender, gender identity, sexual orientation, religion, beliefs, or political opinions play a part in your application with us. We’re a diverse team in so many ways, and we love it that way.

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