Strategic Program Manager, Digital Content & Self-Serve CX

Tech Mahindra; Lisboa; Presencial; EUR 60 000 - 90 000; Tempo integral

Resumo da oferta

Tech Mahindra is seeking a Program Manager, Digital Content & Self-Serve CX to join the Customer Experience team for a fintech engagement. You will design, scale, and improve digital customer experiences across help content, self-service journeys, and CX programs, leading through influence with cross-functional teams.

You’ll work to optimize help center strategy, education content, community, and digital experiences, using AI and automation to reduce friction and improve outcomes at scale.

Qualificações

• Experience leading CX or digital content programs and self-serve initiatives.
• Strong ability to translate customer insights into improvements.
• Proven track record coordinating across product, engineering, support, and success.
• Demonstrated ability to drive AI and automation for self-service where applicable.

Responsabilidades

• Own and drive programs across digital content and self-service CX.
• Lead improvements to the help center experience and content quality.
• Define and execute digital content strategy for onboarding, FAQs, and education content.
• Build self-serve customer journeys to reduce effort and improve outcomes.
• Partner with cross-functional teams to launch AI-powered self-serve solutions.
• Analyze content usage and feedback to prioritize improvements and measure impact.
• Coordinate CX programs across content, education, support, onboarding and community.
• Establish governance and reporting for digital self-service performance.

Conhecimentos

Program management

Customer Experience

Cross-functional collaboration

Performance metrics

Content strategy

Ferramentas

Zendesk

Salesforce

Gainsight

Power BI

Tableau

Jira/Asana

Chatbot AI

Descrição da oferta de emprego

Tech Mahindra is seeking a Program Manager, Digital Content & Self-Serve CX to join the Customer Experience team for a fintech engagement. You will design, scale, and improve digital customer experiences across help content, self-service journeys, and CX programs, leading through influence with cross-functional teams.

You’ll work to optimize help center strategy, education content, community, and digital experiences, using AI and automation to reduce friction and improve outcomes at scale.