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Company descriptionAt Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.Job summaryThe Red Hat Voice of Customer (VoC) team is looking for a professional with customer experience to join us as a Survey Program Manager in Raleigh, NC to manage both transactional and relational survey programs. As we move into the next phase of our maturity as a VoC program, we need someone to keep us at the most modern stage of feedback collection, interpretation, and action planning. You’ll be expected to make a significant change in the way we look at data, hear our customers out, and share the insights you gain with our stakeholders.Primary job responsibilities
Oversee the implementation, strategy, and maintenance of our transactional and relational survey programs
Understand and keep up with industry trends around feedback collection methodologies and tooling
Present findings and insights to all levels of the organization including senior leaders and members of our C-suite, accommodating the needs of your stakeholders to make your results consumable
Make recommendations and show why your recommendations will make change happen in business
Use a data-driven approach to solving problems, like launching A/B experiments to test your hypotheses and conduct user research
Anticipate risks, resolve issues, and initiate corrective action as appropriate
Be curious, think about the big picture, and employ an innovative approach, making it easy for our customers’ voice to be heard
Collaborate with stakeholders across the organization, including those with business, analytics, or product focus
Adapt to a constantly changing environment, both internally and externally
Design, develop, and deliver a program roadmap that delivers on business goals
Required skills
7+ years of program management experience with a focus on customer experience
Proven record of driving business objectives tied to quantitative and qualitative measurement
Knowledge of Net Promoter Score (NPS), Customer Effort Score (CES), and other feedback collection methodologies
Knowledge and understanding of statistical principles like correlation, cluster, factor, and regression analysis is a plus
Demonstrated ability to structure complex problems, get insights from data, and communicate with diverse teams
Outstanding analytical skills and eagerness to innovate; demonstrated ability to use data to guide decision making
Experience with data visualization tools like Qualtrics or Tableau
Ability to succeed in a geographically diverse team and interact with partners and stakeholders at all levels
Excellent communication and interpersonal skills; ability to motivate and persuade teams and other associates
Desire for innovation
Ability to think strategically about your program and its relationship with the larger organization
Attention to detail, especially for presentations and other deliverables with a great amount of exposure
Bachelor’s degree in business or a related field; master’s degree is a plus
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.Category Program Management