GPS Program Manager

About Us

As the leader in data privacy, TrustArc automates and simplifies the creation of end-to-end privacy management programs for global organizations. TrustArc is the only company to deliver the depth of privacy intelligence, coupled with the complete platform automation, that is essential for the growing number of privacy regulations in an ever-changing digital world. We have a global team across the Americas, Europe, and Asia, TrustArc helps customers worldwide demonstrate compliance, minimize risk, and build trust. For additional information visit www.trustarc.com.

We invest in our team member’s work-life balance, with paid time off, flexible working hours, and a work from home environment. We support employees with their own industry specific learning. We have virtual team events such as trivia games, celebrating “international pet day”, lunch’n’learns, exercise classes, Women at TrustArc ERG, and many more.

All of our above initiatives and employee support is in line with our seven core values: Customer Obsessed, Fearless, Accountable, Collaborative, Agile, Transparent and Effective. We like to encourage our employees to end each day with the question: “Which value(s) did I demonstrate today?” And we acknowledge exceptional work through our semi-annual awards, which includes a paid vacation!

Job Overview

The Global Privacy Solutions (GPS) Program Manager is responsible for developing, implementing, and refining the processes and strategies to enhance the effectiveness and efficiency of the GPS organization. They will be a key member of the CCO’s staff based in Cebu, Philippines and report directly to the CCO.

What You Will Do

* Design, implement, and manage customer success & technical support processes to improve customer satisfaction, retention, and growth.

* Work closely with the customer success & technical support teams to identify areas for process improvement and develop strategies to address these areas.

* Develop and maintain documentation for customer success & technical support processes, best practices, and guidelines.

* Train and support the customer success & technical support teams on new processes and tools.

* Monitor and analyze customer success & technical support metrics to identify trends and areas for improvement.

* Collaborate with cross-functional teams, product, revenue operations, and sales, to ensure alignment and integration of customer success & technical support processes.

* Lead projects to improve customer success & technical support outcomes and efficiency.

* Stay informed about industry best practices and integrate new ideas and approaches into the customer success & technical support strategy.

What You Will Bring

* Bachelor's degree in Business Administration, Information Technology, or related field and/or equivalent job experience.

* Proven experience in a customer success, technical support, process management, or operational role within a technology company.

* Strong understanding of customer success and/or technical support principles and

strategies.

* Excellent analytical and problem-solving skills.

* Experience with customer relationship management (CRM) tools, business data analysis tools and customer success platforms.

* Strong project management skills and ability to lead cross-functional initiatives.

* Excellent communication and interpersonal skills, with the ability to work effectively

with a range of stakeholders.

* Highly organized with excellent follow up skills.

Preferred Skills:

* Certification in process improvement methodologies such as Six Sigma or Lean.

* Experience in data analysis and reporting.

* Familiarity with SaaS (Software as a Service) business models and metrics.

* Experience with Salesforce.com, Catalyst, Gainsight, or Domo.

Personal Attributes:

* Detail-oriented with a strategic mindset.

* Strong leadership qualities and team collaboration skills.

* Adaptable and open to change.

* Committed to the continuous improvement of customer experience

What We Offer

Competitive compensation

Health, Vision and Dental Care

PTO Program

Computer + Welcome Package

Work from Home as choice

Continuing Education Program

Opportunities to participate in philanthropic activities

Opportunities to participate in health-focused activities- mindfulness, wellness, activity lifestyle

Php 20,000 employee referral program

Excited about the opportunity, but worried you don’t meet all the requirements? Apply anyway and give us both the chance to find out!