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Customer Experience Project Manager

Dublin, Ireland

At Slack, we consider extraordinary customer support essential to our success. Slack's global Customer Experience Operations team plays a critical role in managing systems and processes for our agents around the world so that we can be effective in providing this level of service.

As our Project Manager, you will be a key player on this operations team, focused on scaling and operationalizing our support efforts within our offices worldwide. Based in our EMEA Headquarters and reporting to the CE Operations Manager at Slack HQ in San Francisco, you'll act as a global project manager for new initiatives that affect all CE offices and agents. You'll be responsible for driving forward projects to expand our support offerings through new initiatives like chat and phone support, and to improve our existing programs to meet the needs of our expanding user base. You must be an organized and operationally-minded individual who can prioritize work to meet objectives on a timeline while collaborating with multiple stakeholders, and who has a deep passion for innovative customer experience. Initial projects will be based in our Dublin office, with travel to our other offices required as needed.

Key Responsibilities:

  • Act as a global resource and project manager for team-wide operations initiatives.
  • Work with cross-functional teams to define implementation plans for Slack’s International Live Support Service, identifying milestones, risks, responsibilities, and success metrics.
  • Monitor, measure, and communicate the progress of projects, potential risks and delays, and group performance to management and other stakeholders.
  • Understand Slack's and the CE team's internal workflows, identifying tooling and process needs that will enable us to scale operationally.
  • Develop project plans, gather feedback, gain consensus from cross functional stakeholders in different timezones, write business requirements, and provide regular status reports.
  • Define metrics to measure the success of new initiatives, and hold retrospectives to learn and improve our programs as we go.
  • Manage vendor relationships — from testing and selection to onboarding of new tools — as needed for the CE team's programs and projects.
  • Collaborate regularly with all members of the CE Operations team, involving them in projects as needed.

Skills required:

  • Experience in a project management role, leading large initiatives on tight timelines.
  • Prior experience using project management tools, software, and processes.
  • Knowledge of popular SaaS customer experience workflows and tools. (Past experience as a customer service agent is a plus!)
  • Strong facilitation skills, be it leading meetings, retros, or status check-ins.
  • Proven ability to build relationships and gain influence in a cross-functional work environment.
  • Strong written communication skills, with experience writing documentation to support programs and projects you have managed.
  • Excellent interpersonal communication skills, and the ability to clearly communicate information and decisions to the right people at the right time and in the right way.
  • Experience using analytics to strategically inform project decisions and direction.

Slack is a messaging app for teams that is on a mission to make your working life simpler, more pleasant, and more productive. We believe everyone deserves to work in a welcoming, respectful, and empathetic culture. We live by our values and hire accordingly.

Launched in February 2014, Slack is the fastest growing business application ever and is used by thousands of teams and millions of users every day. Slack's investors include many of the best-recognized firms in the world, including Accel Partners, Andreessen Horowitz, Social+Capital, KPCB, Google Ventures, Horizons Ventures, IVP, Spark Growth, DST, and Index Ventures. We currently have five offices worldwide, in San Francisco, Vancouver, Dublin, Melbourne and New York.

Ensuring a diverse and inclusive workplace where we learn from each other is core to Slack's values. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a fun place to work. Come do the best work of your life here at Slack.