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VMware Ops Program Manager, Customer Feedback Automation - Opportunity for Working Remotely in Kaysville, Utah

At VMware, we are preparing for the transformation of VMware to an even more customer-centric, cloud-ready company, which has resulted in a newly created and unified Customer Experience and Success Team. This has been as a result of many months of talking to our customers, as well as studying best practices in the software industry. This new organization will help to take VMware to the next level of customer satisfaction and success. This newly formed group has brought together various key functions and roles that are crucial to our customer experience. This includes Customer Success, Global Services, Technical Support, Premier Support, Technical Account Management and Professional Services.

Our goal is to create an integrated and agile team that can deliver a best-in-class customer experience at scale, across our five solution areas. We lead with putting the customer at the center of everything we do. This new organization will be better positioned to transition to proactively and prescriptively guide our customers to value realization outcomes. We will do so through designed and reconciled winning customer experiences. Our team will lead the way servicing our customers programmatically and help scale customer success to do the same. Furthermore, we expect this team and with laser-focus commitment to our customers to help accelerate VMware’s evolution to a software-as-a-service company and significantly raise VMware’s Net Promoter Score (NPS ®).

What is in it for you?

  • You'll be a key member of the VMware team that has built a rare business environment -- one of energy, creativity, collegiality and collaboration

  • You will join an atmosphere that is fun, casual and inviting. In keeping with VMware's roots as a successful entrepreneurial, start up

  • You will have the opportunity deliver impactful results to the Customer Experience and Success team while building your skillset and experience

Job Role and Responsibility

As a Program Manager, Customer Feedback Automation your key activities will include:

  • Create and configure customer feedback gathering mechanisms that will reach millions of respondents around the world

  • System administrate company’s Customer Engagement Management (Qualtrics) tool

  • Develop trigger-based automations that allow VMware to capture customer feedback at various stages in the customer journey

  • Partner with key stakeholders across the company to plan, and deploy customer feedback gathering mechanisms

  • Own and develop technical specifications (use cases, user stories, and event trigger identification) for customer feedback gathering automation

  • Manage Customer Engagement Management (CEM) tools that will enable VMware to listen to the voice of the customers

  • Develop and deliver communication of requirements gathering results, implementation roadmaps, status reports, and other related communications to internal stakeholders

Required Skills

  • 3+ years Voice of the Customer / Customer Experience

  • Administrator-level CEM tool experience (Qualtrics, Medallia, or Maritz)

  • Proficiency in API development and system integrations

  • 2 years’ experience in data management

  • Deep knowledge of customer feedback processes and programs

  • Bachelor’s degree or equivalent work experience

  • Excellent written and verbal communication

  • Ability to multi-task in a dynamic and changing environment with an ability to prioritize tasks effectively

  • Comfortable with working across a distributed, global team

Category : Business Strategy and Operations

Subcategory: Project Management

Experience: Manager and Professional

Full Time/ Part Time: Full Time

Posted Date: 2021-06-10

VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at http://careers.vmware.com.

Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.

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