Process Optimization Program Manager

2 weeks ago

San Ramon, California, United States Five9 Full time


Is this the role you are looking for If so read on for more details, and make sure to apply today.

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

Process Optimization Program Manager

We are currently looking for a strategic, seasoned Program Manager to join our Process Optimization Team. This team provides program and project management excellence to prioritize, plan, and execute across SaaS, public cloud, and IT infrastructure projects, including 3rd party applications platforms use to enable Five9's enterprise. The right candidate is a technology and business quick study with a strategic mindset, able to creatively drive complex technical programs. This role is focused on Five9's enterprise business systems and infrastructure.

The successful candidate will report to Sr. Director of Professional Services Operations, and will lead projects focused on business processes such as compliance and governance, improving customer experience, cost management, improving operational efficiency, and growth thru mergers and acquisitions. This role will also help develop program and portfolio management best practices standards and processes.

You will need to be a team player with the right combination of strategic thinking, program management, technical, and interpersonal skills. You will also leverage your superior negotiation skills and influence to work across all levels of the enterprise to keep projects on track.

Responsibilities

  • Manage end-to-end delivery of multiple, enterprise-wide strategic projects/programs evolving our business application and infrastructure platforms
  • Lead and work with organizational cross-functional teams to ensure on time, on budget, quality initiatives that support Five9's business & technology strategies
    • Ensure solutions meet agreed quality criteria, address project issues and risks, and build trusted relationships between delivery teams and business partners
    • Collaborate closely with project stakeholders, to understand their requirements, provide expert advice on effort estimates and overall project feasibility, secure appropriate resourcing from business and IT teams, ensuring alignment of project with organizational objectives
    • Provide timely project updates and visibility into any factors impacting scope, schedule, or cost to sponsors and stakeholders
    • Create and maintain project artifacts including stakeholder presentations, project charters & plans, status reports, risk management reports, retrospectives, etc.
  • Provide guidance to project team members while adhering to PMO standards and processes
  • Develop strong working relationships with the business and technology teams to ensure overall program success
  • Proactively and aggressively manage expectations with stakeholders by aligning team members and management on project goals, scope and issues resolution
  • Bring knowledge of both Waterfall and Agile Project Management methodologies, processes and tools, including scope management, schedule management, cost management, quality management, resource management, procurement, change management, risks management, issues management
  • Work with the PMO team and contribute to process improvements to enhance quality and execution of initiatives
  • Apply business domain and technical acumen to ramp up quickly on Five9's products, technologies, infrastructure, change management, development and release management processes

Requirements

  • 10-12 years of enterprise program or project management experience
  • Experience presenting to C-level executives
  • Experience managing initiatives involving design and implementation of strategic IT Saas and in-house applications
  • Familiarity with data center operations and public cloud, including infrastructure, database, networking, telephony, voice, and information security
  • Experience managing contract negotiations and third party vendors for the delivery of key enterprise initiatives
  • Experience developing and/or managing organizational change activities related to large initiatives
  • Experience with due diligence and program management of mergers and acquisitions a plus
  • Self-motivated, energetic, excellent interpersonal, organizational, negotiation and conflict-resolution skills
  • Proven leadership and decision-making skills
  • Excellent verbal and written communication skills with ability to present information, status, and issues in a clear and concise manner at all levels of the organization
  • Able to understand and be involved in the technical details in order to successfully gather and understand complex requirements and drive projects to completion
  • Strong problem-solving and analytical skills
  • High degree of flexibility, independence, initiative, and detail orientation
  • PMP and/or Scrum master certification a plus

This role is fully remote for candidates who reside at least 50 miles away from our San Francisco or San Ramon office locations. For candidates who reside within 50 miles of our San Francisco or San Ramon locations, this role will be Hybrid.

#LI-FI

#LI-remote

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.

Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.

View our privacy policy, including our privacy notice to California residents here:

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.

PDN-9c2bf048-7f45-4b9f-a329-2fb7d73acf38

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