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Customer Experience Operations Implementation Manager

Company: Weight Watchers
Location: New York
Posted on: June 12, 2021

Job Description:

WW is looking for candidates to help change people's lives. We are a global wellness technology company inspiring millions of people to adopt healthy habits for real life. We do this through engaging digital experiences, face-to-face workshops and sustainable programs that encourage people to move more, shift their mindset and eat healthier while enjoying the foods they love. By drawing on over five decades of experience and expertise in behavioral science, we build communities in order to deliver wellness for all.

Role Overview:

As CX/Ops Implementation Manager, you will be accountable for the seamless implementation of initiatives across our field organization. Working with other areas of the business, you will represent the Field Operations teams on various projects, providing operational insight during discovery, design and testing phases of new initiatives. You will collaborate on the best solutions for our field teams and, most critically, our members. Once initiatives are ready to be implemented, you will ensure successful change management, communication, and implementation within our field teams, processes and systems.

Key Responsibilities:

  • Lead and project manage the implementation of initiatives across all US field operational areas

  • Identify operational impacts and risks of proposed projects, products and initiatives and ensure smooth implementation of initiatives, with a focus on Members, teams, and process

  • Assemble and lead cross-functional teams taking ultimate accountability of on time implementation ensuring collaboration, engagement and ultimate execution of tasks/deliverables, ensure appropriate allocation of resources/division of work

  • Facilitate project-related team meetings and communicate action steps to the broader team

  • Develop, maintain, and review all project documentation, including but not limited to, project briefs, leadership briefs/decks, project timelines, meeting decks, and measures of success

  • Provide input, learnings, insight and data from US Field Operations to cross-functional partners to inform development of concepts and initiatives

  • Serve as a US CX/Operations subject matter expert to ensure the field business is represented to cross-functional teams on business goals

  • Responsible for the development of processes, tools and systems to support the Field

  • Identify and act on opportunities to drive efficiencies, revenue, standards of work and process improvements


  • College Degree strongly preferred

  • Strong communication and collaboration skills

  • Strong organizational, time management and interpersonal skills to drive projects to completion

  • Minimum five to seven years of related experience in program and/or project management, change management and operations

  • Experience working in multi- site, complex environment; retail operations experience is a plus

  • Ability to work with teams in-office and remotely (across geographic locations)

  • Passion for healthy lifestyle a plus

At WW, it is our priority to cultivate a diverse and inclusive workplace. We are committed as individuals, as an organization, and as fellow humans, to advocate for and support our employees, our members, and our communities. We are proud to be an equal opportunity employer and we do not discriminate on the basis of sex, race, color, creed, national origin, marital status, age, religion, sexual orientation, gender identity, gender expression, veteran status, or disability.

Keywords: Weight Watchers, New York , Customer Experience Operations Implementation Manager, Other , New York, New York

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