Customer Experience Program Specialist

Summary

Join Juul Labs as a Customer Experience Program Specialist and play a crucial role in supporting the Global Customer Experience Strategy & Development Manager. You will focus on executing and implementing customer experience initiatives, particularly in learning, quality, and program/project management. This role involves designing and delivering customer-focused learning solutions, supporting the implementation of learning and quality programs, analyzing data, and collaborating with cross-functional teams. You will contribute to enhanced customer satisfaction and increased efficiency for the Customer Operations department. The position requires a Bachelor's degree or equivalent experience and specific experience in Learning & Development, instructional design, and a support role within Training, Project Management, or Customer Experience. Juul Labs offers a comprehensive benefits package.

Requirements

• 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
• Employment subject to providing appropriate evidence or confirmation that you have the right to work in the country in which the role is based
• Bachelor’s degree or equivalent experience

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

Preferred Qualifications

• Experience with Smartsheet or similar project management tools
• Experience working with customer support agents or in a customer-facing role
• Experience building training materials using authoring tools like Articulate Storyline, Rise 360, or PowerPoint
• Experience managing or interacting with third-party vendors, particularly call centers

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
• 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