Job Description

Locations

• Fremont, California, United States

Salary

Skills Required

• program managementintermediate
• leading customer experience initiativesintermediate
• SQLintermediate
• dashboardsintermediate
• presentationsintermediate
• data storytellingintermediate
• cross-functional collaborationintermediate
• AI learning toolsintermediate

Required Qualifications

• Strong and proven background in program management foundation with demonstrated expertise in leading customer experience initiatives (experience)
• A flexible, agile mindset- comfortable pivoting quickly based on feedback or changing business needs (experience)
• Technical background with industry experience in Collision or Insurance are highly valued. (experience)
• Customer Experience is a must (experience)
• Proven background in AI learning tools or projects, ideally with measurable business outcomes (experience)
• Strong cross-functional collaboration skills; ability to influence without authority and build trust across departments (experience)
• Skilled in data storytelling, using tools such as SQL, dashboards, or presentations to communicate complex ideas simply (experience)
• Clear, confident communicator—able to tailor messages to both business partners and field teams effectively (experience)

Preferred Qualifications

• Technical background with industry experience in Collision or Insurance are highly valued. (experience)

Responsibilities

• Lead the refinement of our customer surveys and scan social media platforms to capture real-time sentiment, ensuring the voice of the customer is continuously influencing strategy.
• Partner cross-functionally to ensure customer feedback directly informs product development and service enhancements
• Collaborate closely with the Field teams and Business Partners to proactively manage and reduce AR, ensuring alignment with company goals and customer expectations
• Leverage SQL and other data tools to validate reporting, surface actionable insights, and tell compelling stories through data that drive business decisions
• Translate complex operational processes into clear, actionable documentation for field teams; ensure updates are simple to understand and implement
• Implement structured PM practices to improve visibility, accountability, and execution across initiatives—laying the groundwork for scalable program success
• Design and execute customer-centric pilot programs that bring together service, delivery, sales, and technical teams to create a more cohesive and seamless customer experience
• Modernize and enhance communication channels used by the field to improve responsiveness, clarity, and efficiency

Benefits

• general: Aetna PPO and HSA plans > 2 medical plan options with $0 payroll deduction
• general: Family-building, fertility, adoption and surrogacy benefits
• general: Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution
• general: Company Paid (Health Savings Account) HSA Contribution when enrolled in the High Deductible Aetna medical plan with HSA
• general: Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• general: 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
• general: Company paid Basic Life, AD&D, short-term and long-term disability insurance
• general: Employee Assistance Program
• general: Sick and Vacation time (Flex time for salary positions), and Paid Holidays
• general: Back-up childcare and parenting support resources
• general: Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance
• general: Weight Loss and Tobacco Cessation Programs
• general: Tesla Babies program
• general: Commuter benefits
• general: Employee discounts and perks program

Tags & Categories