CxCoach / Program Manager
January 2013 — October 2013
Works with and manage relationships with key stakeholders within partner organization, establishing trust and rapport with leadership and operational managers. Working with partner leadership to execute goals and operational standards, as well as provide insight and guidance through reporting and metric tracking. Represents Mural's interests in meetings with partner leadership, providing valuable context.
Manages a team of 40+, including QA Analysts, Coaches, Engineers and CSRs, providing advocacy, guidance and mentorship while building new accountability standards across all levels of the team.
Plans and executes staffing decisions, alongside the Director of Managed Services and the HR Manager, taking current and future program needs into consideration in developing a hiring pipeline. Conducts interviews for prospective employees.
Works closely with Mural's executive leadership team, assisting with strategic planning and process development as pertaining to current and new programs and initiatives.
Provides support to cross-departmental development efforts in the areas of company-wide employee development and training / onboarding initiatives for new hires.