REI is looking for a fierce customer advocate, supporting our customer service and sales teams to drive exceptional experiences for our members throughout their journey with REI.
This Program manager supports our VOC/Customer Satisfaction program, identifying customer problems (friction) and providing critical insight to business leaders across the co-op.
Collaboration is at the core of this role as you partner with cross-divisional stakeholders (Marketing, Digital Product Teams, Supply Chain, BI, IT and others) to identify and solve customer problems. Success relies on building strong relationships, developing compelling business cases, effectively communicating opportunities and impact with key partners and influencing prioritization and action across multiple teams. Strong analytics skills and data literacy are a must to be able to inform business value and impact.
We believe that our customer support teams have a unique opportunity to represent our customers to the broader organization and leverage data to provide insight and identify critical opportunities that enable us to continue to differentiate REI and focus on our mission/purpose to help people spend more time outside.
Responsibilities:Qualifications
At REI, we believe the outdoors is for all. We are committed to becoming a fully inclusive, anti-racist, multicultural organization . We know that there's strength in our diversity – that each employee brings unique skills, experiences, and perspectives. Every day you are driving change, fostering a culture of respect, and knowing you're backed by benefits that support your whole life. To work towards this commitment and fulfill our brand promise of inspiring and enabling a life outside for everyone, we seek employees who demonstrate different ways of working, create a sense of belonging, and actively listen and learn.
Pay Transparency
We are committed to practices that promote pay equity and transparency. As required by applicable Pay Transparency laws, REI provides a range of compensation for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location or other relevant factors .
REI offers all regular employees a generous employee discount, access to health benefits, a retirement savings plan and accrued time off . Click here for a detailed overview of benefits plans by employee profile.
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