Customer Experience Program Specialist

THE COMPANY:

Juul Labs’ mission is to impact the lives of the world’s one billion adult smokers by eliminating combustible cigarettes. We have the opportunity to address one of the world’s most intractable challenges through a commitment to exceptional quality, research, design, and innovation. Backed by leading technology investors, we are committed to the same excellence when it comes to hiring great talent.

We are a diverse team that is united by this common purpose and we are hiring the world’s best engineers, scientists, designers, product managers, operations experts, and customer service and business professionals. If the opportunity to build your career at one of the fastest growing companies is compelling, read on for more details.

ROLE AND RESPONSIBILITIES:

The Customer Experience Program Specialist will play a crucial role in supporting the Global Customer Experience Strategy & Development Manager in driving customer experience improvements. The Customer Experience Program Specialist focuses on the execution and implementation of customer experience initiatives, particularly in the areas of learning, quality, and program and project management support. The Customer Experience Program Specialist will work closely with the Global Customer Experience Strategy & Development Manager to translate strategy into action, ensuring programs are delivered effectively to our Customer Support teams while contributing to enhanced customer satisfaction and increased efficiency for the Customer Operations department.

KEY RESPONSIBILITIES:

• Lead and contribute to the design, development, and delivery of customer-focused learning solutions, including training materials, online resources, and the facilitation of training programs and workshops
• Support the implementation of learning programs, ensuring smooth rollout and tracking of learning objective effectiveness
• Collaborate with cross-functional teams to analyze training needs and gaps and recommend improvements to existing programs
• Support the execution of quality programs, including monitoring performance against established Key Performance Indicator (KPI) metrics, by identifying areas for improvement and assisting in the development of action plans
• Contribute to the analysis of quality data and provide insights on performance where learning and operational effectiveness has room for opportunity
• Support the implementation of improvement programs and initiatives. This may include project management support, coordinating with stakeholders, tracking progress, and reporting on results
• Assist in the development of program plans, dashboards, reporting, and timelines
• Gather and analyze data related to learning, quality, and customer service performance and prepare reports and presentations summarizing key findings and insights
• Contribute to the development of dashboards and other reporting tools
• Work collaboratively with internal and external stakeholders, including customer support agents, managers, and vendors, to ensure the successful implementation of learning and quality programs
• Partner with third-party vendors, primarily call centers, to support key findings and reporting needs
• Identify support needed and provide recommendations to resolve key issues
• Facilitate communication and collaboration between internal teams and vendors
• Provide administrative support, including preparing presentations, reports, and scheduling meetings and tracking minutes with key stakeholders and collaborators

PERSONAL AND PROFESSIONAL QUALIFICATIONS:

• 3-5 years of experience within Learning & Development and instructional design
• 2 years of experience in a support role within Training, Project Management, or Customer Experience
• Experience with Learning Management Systems (LMS)
• Proficient in G Suite/MS Suite
• Familiarity with learning and development methodologies and tools
• Excellent communication, interpersonal, and problem-solving skills
• Ability to work independently and as part of a team
• Adaptable and thrives in a fast-paced environment
• Strong organizational and project management skills. (Experience with Smartsheet or similar project management tools is a plus)
• Experience working with customer support agents or in a customer-facing role is a plus
• Experience building training materials using authoring tools like Articulate Storyline, Rise 360, or PowerPoint is a plus
• Experience managing or interacting with third-party vendors, particularly call centers, is highly desirable
• Employment subject to providing appropriate evidence or confirmation that you have the right to work in the country in which the role is based

EDUCATION:

• Bachelor’s degree or equivalent experience

JUUL LABS PERKS & BENEFITS:

• A place to grow your career. We’ll help you set big goals - and exceed them
• People. Work with talented, committed and supportive teammates
• Equity and performance bonuses. Every employee is a stakeholder in our success
• Cell phone subsidy, commuter benefits and discounts on JUUL products
• Excellent medical, dental and vision, disability, and life insurance, plus family support, wellness, legal, and employee assistance program benefits
• 401(k) plan with company matching
• Plus biannual discretionary performance bonuses

Juul Labs is proud to be an equal opportunity employer and is committed to creating a diverse and inclusive work environment for all employees and job applicants, without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Juul Labs also complies with applicable employment eligibility verification requirements. All applicants must have the authorization to work for Juul Labs in the country of employment.