Wix

Program Manager, Customer Experience and Sales Enablement

Wix

February 18, 2021

We are:
Wix’s Sales and Customer Success organization - we’re responsible for offering personalized recommendations for Wix customers to make their business more successful. We’re obsessed with enabling businesses to create extraordinary online experiences for their clients using our platform. We’re on a mission to continue to establish Wix as the ultimate solution for scaling online businesses and strengthening our position as the leader in the industry.
We're looking for a program manager to lead a team of individuals that will help ensure we're delivering best-in-class customer experiences via our sales and success organizations. In this role you will ensure that we are constantly delivering top-notch service to customers throughout their lifecycle by helping us scale and professionalize two critical programs:
Quality assurance, lead a team of sales enablement specialists and analysts to assess the performance of the customer success team in impacting our users; identify and address service gaps e.g. training, access to insights and tools.
Product experts, whose mission is to be subject matter experts on all products at Wix and consult users on best practices in using our tools: SEO, design, EditorX, Velo, data, payments and more. You will help to scale this program to further improve how we impact our users.
The core of the role is to scale the high quality of our client service, identify performance gaps, problem-solve scalable solutions, and address process pain points. This role is a part of a newly established, dynamic, quickly growing, and entrepreneurial team. The work environment offers the chance to develop new skills through close mentoring, while also endowing each contributor with the autonomy to drive projects independently.
You are:
Resourceful, detail-oriented, organized, personable, collaborative, and passionate about client service and knowledge. You have demonstrated an ability to think critically, synthesize insights into business plans, develop scalable processes, effectively communicate with leadership, and manage teams. A keen sense of ownership, drive, and scrappiness is a must. You’re comfortable with a dynamic work environment, and you can stay organized and focused in the midst of ambiguity.
You have 8+ years of experience in project management, sales enablement, customer success, and/or consulting.
As a Program Manager, Customer Experience and Sales Enablement, you will:
Mentor and guide a team of professionals with diverse experiences
Work closely with our customer success organizations to identify client service gaps
Review, measure and assess the quality of interaction and impact we provide to users
Synthesize qualitative and quantitative insights to inform our goals
Scale and professionalize client service excellence through process design and training
Establish priorities and oversee team KPIs, reporting out to management
Create effective best practices, playbooks and institutional knowledge