Job Description

Be an Innovative Agent of Change

Sr. Program Manager -- Customer Advocacy

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 Senior Program manager -- Customer Advocacy is a newly created position will be at the foreftont 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 strategic but also had an unlimited amount of delivery expectations. --become the advocate for improvements of the in the store experience as it relates to improved features and functions.

Primary Duties & Responsibilities:

• Help drive the NPS program and Consumer Insights into actionable steps for product management and engineers to inteliigently develop data-driven solutions for our customers and member florists.
• Lead the creation and management of customer user groups to test and learn new features, mobile experiences, etc. serving 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 create bi-directional engagement and bliss. This could/would include the scaling and use of a formal customer advisory board.
• 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.
• Begin with one direct report with the potential to grow your team further as we grow. But this position initially is one with 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.
• 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. In fact 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 hekp 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:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 5-10 years of total relevant work experience in some combination of customer insights related functions and program management
• Bachelor's degree; advanced technical or business degree a plus
• Advanced Excel; SQL, SAS, and /or Access helpful you are comfortable in and around data and you don't fear digging or learning 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
• 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 3 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 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.

Come 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 ecommerce platform receiving upwards of 40K customer purchases an hour.

Come give FTD a look! This position will be based in Downers Grove, 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.