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Hours Full-time
Location Milpitas, CA
Milpitas, California

About this job

POSITION OBJECTIVE

The Manager of Customer Experience Program Managementleads the CX Program Managementfunction in the Kohl’s Digital Center in the Milpitas, CA office. This individual will serve as a key planning driver and evangelist for CX Strategy, Research and Design functions in support of the mobile, digital in-store and omni-channel program portfolios. Collaborating closely with CX leadership and cross-functional business and technology partners, the Manager of CX Program Managementwill be responsible for establishing, communicating and managing CX project workflow, timelines, process and delivery for customer experience deliverables. PRIMARY RESPONSIBILITIES

CX Planning & Project Management
  • Establishing project plans in conjunction with CX, business and technology partners to ensure Customer Experience delivery is carried out according to CX quality standards and agreed upon scope, timeline and budget considerations.
  • Preparing CX related project artifacts in support of the CX project portfolio such as status reports, executive briefs, and business documents along with presenting such materials in meeting forums with business partners and executive stakeholders.
  • Ability to understand scheduling parameters within the context of the Omni-Channel Planning and Execution pipeline to inform and shape CX and Program schedule.
Communication
  • Ability to effectively communicate CX approach for a given project or program to stakeholders across broad areas of the Kohl’s enterprise.
  • Ability to articulate project schedule, dependencies, risks, and status to team members, partners, stakeholders and executives. (written and verbal)
  • Ability to represent the CX point of view in meetings with key business and IT stakeholders.
  • Ability to listen first and gather information which will provide critical input into CX planning and execution activities.
Management of associates
  • Manages direct reports, systems and projects to achieve unit goals in accordance with Company policies and practices.
  • Prepares and analyze unit plans and reports.
  • Provides leadership by exhibiting influence and expertise, thus affecting the results of the operating area.
  • Creates an effective work environment by developing a common vision, setting clear objectives, expecting teamwork, recognizing outstanding performance and maintaining open communications.
  • Develops staff through coaching, providing performance feedback, providing effective performance assessments and establishing performance and development plans.
QUALIFICATIONS

required
  • 5+ years working in digital project management with responsibility for managing projects consisting of multi-faceted teams. Management, direct-report responsibility for other project managers and/or digital experience associates.
  • Excellent verbal and written communication skills.
  • Digital commerce experience including knowledge of mobile landscape.
preferred
  • PMP certification
  • Large-scale Retail E-Commerce experience.
  • Digital Agency and/or Consulting experience in a fast-paced environment.
  • Financial/budget management.
special requirements
  • NA