Job Description

Job Description

Albertsons Companies is one of the largest food and drug retailers with 2,300+ stores. The Albertsons Companies family of brands includes some of the most prominent brands in food retailing, with a growing base of loyal shoppers. Thanks to the professionalism, diversity, spirit, and friendliness of our people, we have locations across the U.S.

The eCommerce Department has an opening for a Senior Program Manager, Customer Support. This position is in Pleasanton, California.

Position Purpose

Albertsons seeks to offer customers an easy, exciting, and friendly ecommerce shopping experience, through the invention of personalized and localized digital experiences for our 34 million plus weekly customers.

The Senior Manager of Customer Support Program Management will be responsible to support expansion of Customer Support programs that create redundancy and flexibility to adjust the agent mix (Onshore/offshore) to meet fluctuating demand.

Your role will involve a mix of strategy and change management and requires a strong ability to collaborate with other team members. You will have a background in identifying and setting up world-class customer support centers in a captive call-center environment that spans on-shore, offshore, and 3P BPO partners. You can apply your experience and industry know-how to set up our customer support centers to handle fluctuating demand and manage the vendors and service providers to deliver quality experience while remaining within the planned budget.

The grocery industry is underdeveloped in ecommerce, and this person will contribute to influencing the future of grocery ecommerce and establish Albertsons as an industry leader. There are very few places where you can have this much customer and business impact and help shape the future of e-commerce. If you are up to the challenge, we would love to talk to you!

Key Responsibilities include, but are not limited to:

* Contribute to the design and support the go-forward strategy for the on-shore/off-shore/BPO contact centers and flexible staffing model to balance the onshore/offshore agent mix.
* Manage vendors & agreements to execute CS operations strategy.
* Work closely with the CS Operations team, product, analytics, engineering, and finance leaders to support CS Operations expansion.
* Work with the centralized QA/training teams to support training and QA programs.
* Create and maintain mechanisms for Project Management measurement and success.
* Develop Change Management culture across CS teams.

Qualifications:

* Bachelor's degree preferred in Business Management or similar
* 5+ years of Program Management experience, preferably in Customer Service environment.
* Experience negotiating contracts, preferably with 3P BPOs.
* 3+ years' experience and demonstrated abilities in leading teams, developing people, and managing projects.
* Expert in developing and executing programmatic strategies, plans, and tactics as well as leading projects, cross functional teams, and influencing others, including senior leadership.
* Strong background in and understanding of Customer Service operations.
* Ability to combine creative problem solving, customer insights, and strategic thinking in a fast-paced environment.
* Experience analyzing multiple data sources, especially Customer Service data to drive decisions.
* Ability to motivate, lead, and influence stakeholders across the organization, with strong executive level interpersonal and communication skills.
* Exceptional project management skills and ability to successfully manage multiple priorities and stakeholders.
* Self-motivated with the ability to act with a sense of urgency, commitment, and integrity.

About us

Albertsons Companies is at the forefront of the revolution in retail. With a fixation on innovation and building culture, our team is rallying our company around a unique vision: forging a retail winner that is admired for national strength, deep roots in the communities we serve, and a team that has passion for food and delivering great service.

Albertsons Culture Principles

* Compassion: We always treat each other with kindness and respect
* Team: We always support and recognize each other
* Inclusive: We always value everyone's perspective
* Learning: We always strive to grow and develop ourselves and others
* Competitive: We always act with integrity to win over the customer
* Ownership: We always take actions to drive our success

Physical Environment:

* Work may be performed in a temperature-controlled environment.
* Must sit, stand, or walk for extended periods of time.
* May spend long periods of time at desk or computer terminal.
* Will use keyboards, telephone, and other office equipment during the course of normal workday.
* Stooping, bending, twisting, and reaching may be required in completion of job duties.
* Work day is fast paced; some evening and weekend work may be required.

How to Apply: Interested candidates are encouraged to submit a resume by visiting https://www.albertsonscompanies.com/careers/en/home.html

Diversity is fundamental at Albertsons Companies. We foster an inclusive working environment where the different strengths and perspectives of each employee is both recognized and valued. We believe that building successful relationships with our customers and our communities is only possible through the diversity of our people. A diverse workforce leads to better teamwork and creative thinking, as well as mutual understanding and respect.

The Albertsons Companies policy is to provide employment, training, compensation, promotion, and other conditions of employment without regard to race, color, religion, sexual orientation, gender identity, national origin, sex, age, disability, veteran status, medical condition, marital status, or any other legally protected status.

We support a drug-free workplace -- some positions require applicants offered a position to pass a pre-employment drug test before they are hired.

AN EQUAL OPPORTUNITY EMPLOYER