Program Manager

MINT MOBILE is seeking a talented Program Manager to join the Customer Care Team in Costa Mesa, CA! Individual reports to Sr. Client Relations Manager. Role is open to remote. 

ABOUT THE ROLE

Your usual day of awesomeness includes:  

• Support all efforts to simplify and enhance the customer experience for the aging at home market including setting and maintaining care strategies specific to their demographic.
• Optimize program performance and make recommendations as needed.
• Maintain constant communication with cross-functional teams to ensure understanding and satisfaction with program results.
• Collaborate closely with internal teams to build strategies that ensure the growth of the program while maintaining best in class customer satisfaction.
• Create plans to address internal departments business needs as they arise.
• Schedule meetings with customers regularly to ensure that they are satisfied.
• Act as point of contact for complaints and escalate issues as appropriate.
• Partner with our CARE team to provide ongoing service and support for internal departments initiatives as it relates to aging at home.
• Build long-term relationships with internal and external partners.
• Work quickly to address and resolve customer escalations.
• Learn about all aspects of CARE performance so that improvements can be made.
• Some domestic and international travel may be required.

WHAT YOU BRING

• 4 years’ experience in Wireless/Mobile Customer Care or related field.
• Strong experience in the telecommunications industry with a focus on the Senior market is an advantage.
• Positive, agreeable, professional attitude towards internal clients and partners.
• Follow-through and organizational skills.
• Strong verbal and written communication skills to call, email and meet with internal clients.
• Advanced customer service skills to remain personable with internal clients to build relationships and establish yourself as a reliable source for the internal client to turn to with any questions or concerns.
• Team building and collaboration abilities when working with other departments to develop strategies that benefit internal clients.
• Strong problem-solving skills to help internal clients overcome any obstacles and develop solutions that enhance the program’s efficiency and productivity.
• Willing to continuously improve, possess an eagerness to learn new skills and techniques.
• Demonstrated ability to improve customer satisfaction.
• Proven ability to manage multiple priorities at a time while demonstrating strong attention to detail.
• Proficient Microsoft Office Suite and Google Docs.

WE ARE MINT MOBILE

We connect people to what’s most important in their lives: Easily, affordably and reliably. We strive to be California’s Preeminent Destination Employer. Oh yeah, we get it too! We understand what matters to you most. You’re an individual with unique needs, and we’re prepared to exceed any expectations you have for an ideal employer. 

We’re smart, strategic, and get things done without a lot of red tape or unnecessary politics. Everyone matters here and everyone has a voice. Expect to spend your time contributing to projects that really matter. We obsess over the employee experience. To start, we provide some of the most competitive salary, benefits, family leave, vacation, retirement and equity options in Southern California. We believe in you and invest in you. Not just your career aspirations, but your life.

In addition, we’ve got a laundry list of perks you’ll brag about on insta -- Lunch every day prepared by our very own chef, healthy snacks, onsite gym, free massages, car wash services, and most importantly, a team atmosphere. We even raise the bar on well bars, including Espresso/Cappuccino/Nitro/Cold Brew/Kombucha Bar, Froyo Bar, Breakfast Bar, Snack Bar and a, well, you know, bar (after 5 pm).  

And if you feel intrigued right now reading, imagine the co-workers we have already attracted. This is the kind of team you’ll want to take home to mom or invite to your kid’s next birthday party. This is the kind of close-knit community happening here. Come check out how you can be part of Mint! 

OUR VALUES – LET’S MAKE LIFE ULTRA TOGETHER!

• Ownership: We are all owners; be the outcome and get the job done.
• Action Biased: Be brilliant, proactive, and act with urgency.
• Embrace the Adventure: Be agile, adaptive, and thrive on change.
• Invent and Simplify: Never accept good enough.

$1,000 REFERRAL BONUS

Take a look at this job description, if you are the right person, please apply. If Mint Mobile doesn't appear to be a fit for you, refer a friend or colleague and get $1,000. Let your friend or colleague know to provide your full name and email when applying to the job.  If we hire them and they stay for 90 days, you get $1000.  For more details of restrictions and rules, please email recruiting@ultra.me. 

We are committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualification, experience, ability, and job performance.