![Whitney Johnson](https://jobicy.com/react/themes/app/images/avatar.jpg)
Whitney Johnson

# Product Manager

Actively looking · Member since 8 Sep 2023 [Message](https://jobicy.com/dashboard-page.md)

ShareLocationUnited StatesDesired salaryfrom 70 USD/hourlyWork preferenceFull TimeExperience levelNot set
* [Overview](#overview)
* [Portfolio 0](#portfolio)
* [Services 0](#services)

## About

Professional summaryProgram Manager and Customer Experience Strategist with a proven track record in Voice of the Customer (VoC) initiatives and NPS programs. Specialized in leveraging AI-driven insights to elevate customer love and drive product improvements. Open to opportunities as a Product Manager or Program Manager in Customer Experience.

## Skills

27 capabilities[Analytical Skills](https://jobicy.com/talent/analytical-skills.md)[Banking](https://jobicy.com/talent/banking.md)[Business Administration](https://jobicy.com/talent/business-administration.md)[Business Analysis](https://jobicy.com/talent/business-analysis.md)[Business Strategy](https://jobicy.com/talent/business-strategy.md)[Change Management](https://jobicy.com/talent/change-management.md)[Collaboration](https://jobicy.com/talent/collaboration.md)[Communication](https://jobicy.com/talent/communication.md)[Communication Skills](https://jobicy.com/talent/communication-skills.md)[Community Building](https://jobicy.com/talent/community-building.md)[Confluence](https://jobicy.com/talent/confluence.md)[CRM](https://jobicy.com/talent/crm.md)[Customer Journey Mapping](https://jobicy.com/talent/customer-journey-mapping.md)[Customer Research](https://jobicy.com/talent/customer-research.md)[Customer Retention](https://jobicy.com/talent/customer-retention.md)[Customer Service](https://jobicy.com/talent/customer-service.md)[Data Analysis](https://jobicy.com/talent/data-analysis.md)[English Language](https://jobicy.com/talent/english-language.md)[Event Management](https://jobicy.com/talent/event-management.md)[Google Workspace](https://jobicy.com/talent/google-workspace.md)[Process Improvement](https://jobicy.com/talent/process-improvement.md)[Program Development](https://jobicy.com/talent/program-development.md)[Project Management](https://jobicy.com/talent/project-management.md)[Salesforce](https://jobicy.com/talent/salesforce.md)[Strategy](https://jobicy.com/talent/strategy.md)[User Research](https://jobicy.com/talent/user-research.md)[Vendor Management](https://jobicy.com/talent/vendor-management.md)

## Experience

Career history

### Program manager, voice of the member · Chime

11/2021 – Current•	Oversaw and continuously improved operational processes, managing projects, files, and timelines to meet deadlines.
•	Identified gaps in automations and functionality, working cross-functionally to resolve defects and improve quality of experience.
•	Crafted and defined KPI metrics such as NPS and CSAT to quantify process improvements and assess customer impact.
•	Worked cross-functionally with internal stakeholders to execute on immediate roadmap action items aligned with product team priorities.

### Operations coordinator · Community health choice

09/2017 – 11/2021•	Led the enhancement of operational processes by effectively managing projects, files, and timelines for completion.
•	Worked cross-functionally to identify and resolve gaps in automations, enhancing the overall quality of experience.
•	Defined key metrics like NPS and CSAT to collect data and quantify process improvements and customer impact.

### Call Quality analyst · Community health choice

9/2017 – 11/2021•	Led quality program revision to improve employee satisfaction by 10%.
•	Created quality standards document, reducing rebuttals by 22%.
•	Coached agents to reduce compliance failures by 15%.

## Education

Learning historyNo education data available.

This professional hasn’t added portfolio projects yet.

This professional hasn’t listed any services yet.