Customer Experience PMO

Shield is a global startup, with offices in TLV, NYC, LDN, and LIS. 

We’re rapidly growing and looking for another important piece of the puzzle. 

Is it you? 

We are looking for a Customer Experience PMO who will play a key role in driving the strategic execution of CX initiatives by overseeing resource allocation, facilitating cross-departmental planning, optimizing processes, and managing performance reporting. This role ensures CX programs and projects align with business objectives.

Let’s get down to business: 

What You’ll Do:

Project & Program Governance

• Establish and maintain project management standards, frameworks, and best practices within the CX department.
• Develop a centralized roadmap for CX projects, ensuring alignment with corporate strategy.
• Manage dependencies and risks across CX programs to ensure smooth execution.
• Monitor key performance indicators (KPIs) and success metrics for CX initiatives.

Resource Allocation & Capacity Planning

• Develop and maintain a resource allocation framework to optimize workforce utilization.
• Work closely with department heads to forecast and allocate resources effectively across multiple CX initiatives.
• Identify gaps in staffing, budget, and tools required for project success.
• Ensure balanced workloads across teams, preventing bottlenecks or underutilization.

JIRA Administration & Optimization

• Serve as the JIRA administrator for the CX department, ensuring efficient setup, maintenance, and customization of workflows.
• Develop custom dashboards, reports, and automation rules to improve tracking of CX initiatives.
• Train and support CX team members in JIRA best practices, issue tracking, and project management features.
• Enhance JIRA’s functionality by integrating third-party tools
• Continuously refine JIRA workflows to improve transparency, efficiency, and accountability across CX projects.

Cross-Departmental Planning & Coordination

• Act as a liaison between CX, Sales, Product and R&D teams to align customer experience initiatives with business goals.
• Facilitate strategic planning sessions to integrate CX improvements into broader company objectives.
• Drive stakeholder engagement and ensure accountability for key deliverables across functions.
• Manage communication channels to keep stakeholders informed on CX program progress, roadblocks, and outcomes.

Process Improvements & Optimization

• Identify inefficiencies in CX workflows and recommend improvements to enhance operational efficiency.
• Lead process re-engineering initiatives to streamline customer journeys and internal CX operations.
• Leverage data analytics and feedback loops to continuously refine CX processes.

Reporting & Performance Tracking

• Develop and maintain dashboards to track CX project status, resource utilization, and performance metrics.
• Provide regular reports to leadership on program performance, impact, and strategic adjustments needed.
• Use data-driven insights to guide decision-making and drive continuous CX enhancements.
• Ensure compliance with corporate governance and reporting standards.