About The Team

Every contact a user makes with Customer Service is evidence that something broke upstream - a policy, a workflow, a screen, or a message that didn't land. As a CS PMO, you'll be the person who traces a support contact back to where it actually started, and makes sure the fix lands there too, instead of living inside a script.

You'll sit at the intersection of Policy, Product, Operations, Design, and the CS frontline - spotting where the user support experience breaks down, redesigning the policy, communication, and workflow behind it, and building the early-warning systems that catch a struggling user before they ever have to reach out. If you enjoy turning why do we keep getting this same complaint into a real, durable fix, this role is built for you.

Job Description

Own the diagnosis, end to end

Analyze the current user support experience end to end - the upstream root cause, the reactive treatment, the operational handling, and how disputes are opened, evidenced, and closed - to find where it's actually breaking.
Build and maintain a contact-reason taxonomy and root-cause tree that separates the real root cause (policy, product, or operational failure) from downstream symptoms (confusion, mistrust, repeat contact).

Fix the root, not just the ticket

For every recurring issue, work out whether the durable fix is a root-cause fix (product/ops/policy), a communication fix (clearer messaging or education), or a Q&A fix (better agent guidance) - and route it to the right owner instead of defaulting to a script update.
Quantify each pain point's volume, severity, and business impact - CS cost, resolution time, dispute overturn rate, user dissatisfaction - and use that to prioritize what gets fixed first.

Redesign The Experience, Cross-functionally

Partner with Policy, Product, Operations, and others to translate diagnosed pain points into concrete policy language, user communication, and UI/UX changes across the daily scenarios users actually run into.
Co-own the CS Q&A, ticket resolution flow and knowledge-base updates that come out of each redesign cycle, so frontline guidance never drifts from the underlying fix.

Catch it before it escalates

Define and monitor the signals that flag a suffering user - repeat contact, escalation pattern, sentiment - and design proactive outreach for them before they churn or escalate further.
Run a recurring review cadence that closes the loop end to end: issues raised fixes shipped (root cause / communication / Q&A) impact measured next iteration prioritized.

Requirements

Bachelor's degree or equivalent practical experience.
2+ years in CS Strategy/PMO, Process Excellence, Operations Excellence, or Product/Program Management, ideally within e-commerce, marketplace, fintech, or another fast-moving operational environment.
Structured, logical problem-solver - you can take a messy, ambiguous support issue and break it down into a clear root-cause tree and an actionable fix. Solid grasp of how support and dispute workflows work, with the ability to map, evaluate, and redesign them.
Working data skills in Excel/Google Sheets (Pivot Tables, basic formulas) to size problems and back up your recommendations. Comfortable with PowerPoint/Google Slides.
Confident communicator and stakeholder manager - able to draft user-facing policy or communication copy and bring Policy, Product, Design, and Ops along with you.
English communication skills.
Comfortable moving between the concrete (a UI screen, a Q&A script) and the abstract (a root-cause hypothesis, a policy principle).
Thrives with multiple priorities, works well independently, and adapts quickly in a fast-paced environment.
Experience designing monitoring or early-warning mechanisms, or proactive support programs, not just reactive CS improvement.
Familiar with process-mapping tools (Lucidchart, Draw.io, or similar).
AI enthusiastist

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