Generalist program Manager - Customer support

This role will drive cross-functional programs aimed at improving customer experience, reducing contact rates, and leveraging customer insights to influence product and process improvements. The ideal candidate combines strong analytical thinking, stakeholder management, and program execution skills. Own and manage NPS programs and insights derived from NPSPartner with Product, Engineering, and Operations to translate customer insights into tangible improvements.Act as the bridge between Customer Support, Product, and Engineering, ensuring customer pain points are prioritized and addressed.Drive Voice of Customer (VoC) discussions with stakeholders to influence product roadmap and design decisions.Work on contact rate reduction initiatives by identifying top drivers, running root cause analyses, and driving process improvements.

Bachelor's degree required. Strong ability to interpret data, identify trends, and drive insights-based decisions. Proven experience managing cross-functional initiatives and collaborating with Product and Engineering teams.