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Manager, Customer Advocacy (VoC)

| Chicago

Be an Innovative Agent of Change

Program Manager Customer Advocacy (VoC)

Are you comfortable working in a fast-paced and innovative environment?

At FTD (NASDAQ: FTD) we continually evolve the business by promoting a culture where solutions from the technology group help transform our lines of business through customer-meaningful solutions, innovative technologies, and business-impacting projects.

The Job:

The Program Manager, Customer Advocacy (Customer Experience VoC Program Manager) is a newly created position will be at the forefront of FTD's transformation to change the way the world buys, gives and receives flowers. Working within the newly formed Program Management Office, serving the SVP of Customer Engagement, this highly visible and hands-on position will connect the dots between qualitative and quantitative information to feed into the very core of everything we do. You will work with Product management, our various business units, engineering, the data & analytics team, and others to bring the VoC to the forefront. This position is part of strategic but also had an unlimited amount of delivery expectations. You become the advocate for improvements by becoming the Voice of Customer Feedback for the experience as it relates to improved features and functions. You have a nearly unlimited amount of canvas to help create the next wave of customer focus. As a senior individual contributor you will have access to tools, data, and people across the entire organization, so your ability to influence a willing audience is prized.

Primary Duties & Responsibilities:

  • Help drive the NPS Program and Consumer Insights into actionable steps for product management and engineers to intelligently develop data-driven solutions for our customers and member florists.
  • You Lead the creation and management of customer user groups, testing and learning new features, mobile experiences, etc.
  • You serve the product management and business unit groups. Having multiple brands, you are the go-to to centralize where possible and differentiate where necessary to ultimately service our general managers.
  • Work collaboratively with internal and external teams to apply analytical results to organizational decision-making processes. You don't always have all the data--but you can chase it down!
  • Help create a "voice" of our advocates and detractors alike and increase engagement with our customers. Learn how to "harness them" to develop bi-directional engagement and bliss. This could/would include the scaling and use of a formal customer advisory board.
  • A strong understanding of customer experience fundamentals, survey methodology, creating automated reporting, and managing a survey system. * Role requires quantitative experience developing research questionnaires, programming online surveys, cleaning/quality-checking data, and creating actionable reports/presentations.
  • Maintain a high-level competitive landscape of features, functions, and direction of our top competitors, large and small, and particularly understand the behaviors and potential solutions to serve our customers post-sale.
  • You have one direct report with the potential to grow your team further.
  • Within the product management group, you will join a small handful of highly energetic; engaged program managers charted with paving the way throughout the organization to bring success to FTD. No task is too big or too small to enable those around you to work faster and more intelligently. You are the consummate enabler.
  • You'll have direct contact with everyone from agents, to customers through C-level associates!

Lastly, some of these bullets could change, grow, add or subtract! You will help create the very role itself. But as we myopically focus on the customer, we will follow them where they perceive the most value.

Knowledge, Skills, and Abilities:

  • 5-10 years of total relevant work experience in some combination of customer insights related services and program management
  • Experience building voice of the customer and listening programs, leading VoC sessions.
  • Bachelor's degree; advanced technical or business degree a plus
  • Advanced Excel; SQL, SAS, and Access helpful you are comfortable in and around data, and you don't fear to discover or to learn new tools
  • You have energy - you are confidently humble
  • Decision Making/ Complex Problem Solving- system thinker who proactively gathers the right data from appropriate sources to make the right decisions
  • Strong business acumen & critical thinking skills required
  • Excellent oral and written communication skills
  • Preferable CCXP -- Certified Customer Experience Professional
  • Flexible and embraces change with positivity

What we offer:

  • Exciting opportunity to be a part of a team that builds and evolves high performance, scalable order processing systems handling large transactional volumes: processing more than 50,000 orders a day, close to 5 million payment transactions a week; handling more than 1.5 million customer notifications in a day, etc.
  • We encourage and welcome out of the box ideas in all areas like artificial intelligence, data processing, and information retrieval, voice capabilities, automation, computer vision, etc.
  • Enjoy all the benefits of working for a publicly traded company (stock purchase plan, flexible hours and a healthy vacation plan).
  • A relaxed work environment (shorts and sandals always welcome, onsite gym with classes).
  • The blending of cultures across multiple cities and three continents where you can be part of helping shape our future.
  • Lines of business and a technology organization ready to embrace your role and the business value it brings.
  • A "flat" organization where you will spend time with business leaders, managers, developers, product management and executive leadership.
  • Career opportunities! Those that have a positive impact, with a positive approach, have a very bright future as we change, grow, expand and explore new and exciting experiences for our global customer base.

Join our team and be part of an exciting transformation! While you are part of the office of technology, you will have a broader impact on the overall growth of the business. Consider joining one of the few companies outside of Silicon Valley able to offer development of a high-traffic e-commerce platform receiving upwards of 40K customer purchases an hour.

Give FTD a look! This position will be based in Chicago, IL.

FTD Companies is a global premier floral and gifting company with a vision to be the leading and most trusted floral and gifting company in the world. We provide floral, specialty foods, gift and related products and services to consumers, retail florists, and other retail locations and companies in need of floral and gifting solutions.

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Technology we use

  • Engineering
    • .NETLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • MemcachedDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases

Location

We also have an office in the heart of Downtown Chicago at 1. North Dearborn

An Insider's view of FTD Companies

What does your typical day look like?

Every day looks different when you’re on the social media team. Our jobs involve interacting with our brands’ communities, staying up-to-date on the latest social trends, developing content and optimizing campaigns. Since social media is always changing, there’s always something new to learn or test.

Marissa Metzler

Manager: Social Media Marketing

What unique initiatives do you have that encourage innovation?

I have had the opportunity to build a platform from the ground up. Opportunities like these are few and far between in this day and age. FTD has been like a master class in leadership for me, and it has produced a fundamental mind shift for me on what leadership means.

Dimple Rao

Senior Director of Product Management

What's the biggest problem your team is solving?

On our FOL team, we are creating a feature complete platform migration for all of our florist sites. This is a rather large task in that most of our florist sites look like they were created in the .COM era of the internet. Our new platform will provide huge UX boons. In addition to self-improvement, it may also attract new florist partners

Michael Walsh

Software Engineer

What are FTD Companies Perks + Benefits

FTD Companies Benefits Overview

FTD is dedicated to you and your family. We work hard to provide a wide range of competitive and affordable health care benefits that reflect your changing needs. Our goal is to empower you with the resources and flexibility you need to live well, be well. The benefits you elect will start the first day of the month following the date of hire.
Our benefits offerings include medical, prescription, dental and vision coverage, a company contribution to a Health Savings Account (HSA), Employee Stock Purchase Plan (ESPP), life, accident, and disability insurance, paid time off, and tuition reimbursement. We are committed to providing fair compensation to all of our employees, including performance-based compensation incentives for many of our positions.
FTD Companies, Inc. is a premier floral and gifting company. We offer very generous employee discounts on our diversified portfolio of brands such as ProFlowers, ProPlants, Shari’s Berries, etc.

Culture
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
If you are eligible for benefits, you can enroll in an FSA regardless of whether or not you are enrolled in FTD’s medical plan.
Disability Insurance
FTD offers short and long term disability at no cost to you. The disability benefits will replace up to 67% of your weekly base income up to $2,500/week for STD and up to $10,000/month for LTD.
Dental Benefits
FTD offers two great dental plans through Aetna. A Dental HMO with co-pays where you choose your Primary Care Dentist and a Dental PPO which has benefits in and out of network.
Vision Benefits
FTD offers vision coverage through Eye Med which offers a broad network of nationwide providers to choose from to meet your vision needs. Retailers such as LensCrafters, Pearle Vision, , and JCP
Health Insurance Benefits
FTD offers three medical plans through Aetna to choose from including one EPO where you choose a Primary Care Physician and two PPO High Deductible Health Plans (HDHP)
Life Insurance
For employee coverage of 2x base salary up to $600,000. *Per IRS regulations, the cost FTD pays for coverage above a certain level is considered “imputed income,” and is included on your W-2.
Wellness Programs
We know how important wellness is to your overall success. The FTD Wellness program is here to help you identify and achieve your health and wellness goals.
Onsite Gym
Our One North Dearborn location offers an onsite state-of-the-art fitness center, cycle center and bike room.
Retirement & Stock Options Benefits
401(K) Matching
Discretionary match of 50% on the first 6% of your of pre-tax or post tax deferral. To maximize the employer match, you will need to contribute 6%. Vesting is at 25% each year
Employee Stock Purchase Plan
The Employee Stock Purchase Plan (ESPP) provides employees with an opportunity to share in our growth and to purchase shares of our common stock without payment of brokerage costs, at a 15% discount.
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Depending on the department and role, FTD offers some scheduling flexibility. We also offer summer hours so that our team members can enjoy extended weekends and fun in the sun with family and friends
Remote Work Program
Family Medical Leave
Care for yourself or a family member who is seriously ill, to care for a newborn or newly adopted child, or to attend to the affairs of a family member who is called to active duty in the military.
Vacation & Time Off Benefits
Generous PTO
FTD recognizes 9 paid holidays each calendar year and allows employees to take time off for vacation, personal responsibilities and sick time.
Paid Holidays
FTD recognizes 9 paid holidays each calendar year.
Paid Sick Days
Perks & Discounts
Casual Dress
FTD allows employees to wear casual workplace attire every day, not just Fridays!
Commuter Benefits
Take advantage of the pre-tax benefit, you may elect up to the IRS limit of $260/month for transit and $260/month for parking.
Free Daily Meals
During FTD’s peak season such as Valentine’s Day, Mother’s Day, and Christmas FTD often provides lunch to thank employees for their hard work (along with the occasional just because lunch).
Game Room
Our game room includes Ping Pong.
Some Meals Provided
We provide food during Peak Season.
Fitness Subsidies
Professional Development Benefits
Tuition Reimbursement
Up to $2,500 after one year of employment
Promote from within
Online course subscriptions available
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