Our success is largely dependent on the stellar ability of the Customer Support team. We’re seeking an experienced program manager to join our ranks and continue this tradition. The ideal candidate will have a sharp business mind and a proven ability to strategize and implement high-level program initiatives. As a natural leader, this person should have a strong talent for project coordination and scheduling resources. Ultimately, the program manager should be motivated by a desire to optimize productivity and nurture program success from inception to completion.
What You’ll Do
Strategize, implement, and maintain program initiatives that adhere to organizational objectives for Disaster Recovery Testing and associated governance processes.
Develop program assessment protocols for evaluation and improvement to prevent escalations.
Maintain organizational standards of satisfaction, quality, and performance
Oversee multiple project teams, ensuring program goals are reached for the overall Health Check and monitoring program.
Manage budget and funding channels for maximum productivity
Oversee other assigned programs to increase customer satisfaction and customer experience.
Work closely with the project sponsor, cross-functional teams, and assigned project managers to develop the scope, deliverables, required resources, work plan, budget, and timing for new initiatives.
Manage program and project teams for optimal return on investment and coordinate and delegate cross-project initiatives
Identify key requirements for cross-functional teams and external vendors
Develop and manage budget for projects and be accountable for delivering against established business goals/objectives
Work with other program managers to identify risks and opportunities across multiple projects within the department.
Analyze, evaluate, and overcome program risks and produce reports for managers and stakeholders.
WHAT YOU BRING
Six or more years of experience in a management role, preferably in program management.
Exceptional skills in leadership, time management, facilitation, and organization
Experience in managing stakeholders and scheduling resources.
Outstanding knowledge of change management principles and performance evaluation processes
Bachelor’s degree (or equivalent) in business administration or related field
Strong working knowledge of Salesforce CRM software
Experience in customer-facing roles geared for a great customer experience.
