Customer Support Project Management

| Chicago

At Venmo, we build products that make payments easy. Our payments are so easy that they fade into the background and make entirely new kinds of interactions possible. From splitting rent with roommates to paying a friend to say “thank you”, the stories and experiences of our users’ payments are highlighted and shared in our feed.

Role Description: 

If you're passionate about innovating the customer experience, then we want to hear from you. As the Customer Support Project Manager, you will lead projects that support our Customer Service operation. Day-to-day roles include project management and implementation, while helping our amazing teammates be successful as they delight our customers.

Responsibilities:

  • Project Management 
    • Work directly with the front-line team, product managers, and leadership on project management tasks
    • Implement new software and processes for the Venmo Customer Support team (i.e. workforce management software, IVR, survey tool, etc.)
    • Take products from start to finish - coordinate kickoffs, follow-ups and retros with stakeholders to ensure successful deliverables of new products
    • Write project plans and documentation 
    • Lead interactions with contracts, legal, and infosec teams
    • Proactively determine operations needs and effectively communicate to the Product Teams
    • Strategically review and implement better ways to take care of our customers
    • Lead self service initiatives using technology to solve complex problems for our customers 
    • Show flexibility with the rapid changes within the Venmo and PayPal project landscape
    • Develop presentations, communicate project updates with Operations Leaders and stakeholders
    • Show initiative, taking action to make things better 
  • Teammate engagement
    • Design and deliver strategic internal communications via email, print, social networks, and video 
    • Collaborate for volunteerism, community outreach, and diversity and inclusion initiatives
    • Develop and deploy employee recognition and incentive programs and perks
    • Knowledge and demonstrated experience around culture assessments and team effectiveness

Requirements:

  • 2+ years of project management experience 
  • Contact Center and Operations Strategy experience preferred 
  • Bachelor's degree preferred and/or project management certifications
  • Experience in working with Product Management teams, executives, and third parties
  • Acrobatic juggling skills; you’re someone who can skillfully handle multiple projects at once
  • Passionate and knowledgeable; a thirst for learning 
  • Obsessive organizer; you love using tools to help solve problems
  • Fire fighting with finesse; you can tackle problems quickly, while maintaining focus on priorities
  • Big picture thinker; you’re pragmatic and can take a telescopic lense to problems and conversations
  •  Flexible; you understand that projects and decisions will change at the drop of a hat, and you’re comfortable adapting to whatever changes are thrown at you
  • Excellent verbal and written communication skills, including high level presentation skills
  • Positive attitude and passion for creating “wow” moments for others 

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don't hesitate to apply. You can also check out our FAQ!


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Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
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    • CassandraDatabases
    • MySQLDatabases
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    • AmplitudeAnalytics
    • JIRAManagement
    • TrelloManagement

Location

River North is a lively neighborhood in the Near North Side. It boasts luxe shops and eateries, plus posh nightclubs and cocktail bars.

What are Venmo Perks + Benefits

Culture
Volunteer in local community
Eat lunch together
Daily stand up
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Sabbatical
Eligible employees get 20 days of paid sabbatical after 5 years of working at the company.
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Happy Hours
Happy hours are hosted Once per week.
Professional Development Benefits
Tuition Reimbursement
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