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Program Manager
1 month ago
Job Title: Program Manager
Location: 888 Brannan Street, San Francisco, CA 94103
Compensation: $74.00-$84.00/hr
Summary:
As a Community Support Program Manager working with this global digital hospitality service, you are responsible for leading & implementing large-scale programs and projects that drive the strategic goals of the Community Support organization. You will work cross-functionally to improve Community Support productivity and efficiency, and do so with clear communication, efficient resource usage, and deep focus on overall project execution. You’ll play a critical role in bringing to life Community Support’s vision to build the world’s most loyal travel community through exceptional service.
Duties:
- Work with Community Support leadership to define, launch, and execute multiple strategic and operational initiatives at the same time.
- Lead & deliver large programs that have impactful and measurable outcomes.
- Accountable for planning and execution of global strategic priorities across all departments within the Community Support org.
- Collaborate cross-functionally across all levels of leadership on Community Support, Businesses, Platform teams, and Central teams to drive key programs and projects. Influence program strategy in service of
- the company’s high-level goals.
- Effectively manage change by influencing and communicating with key stakeholders. Anticipate risks associated with change management, and ensure creative and effective mitigations are available.
- Prepare presentations and clearly communicate program status and progress to large groups of project stakeholders and senior leadership within Community Support and in the broader company.
- Collect business requirements, and work with Product/Technical stakeholders to assess and prioritize according to operational benefit.
- Regularly assess project risks and opportunities. Leverage best practices and continually drive process improvements, but work creatively to drive execution and simplification.
Requirements:
- BA/BS degree. MBA or graduate degree in business or technical field preferred.
- 10+ years of project/program management experience, with a proven track record of quality delivery with emphasis on program management best practices and methods. Preferably in a high-growth high-volume service operations environment.
- Strongly preferred experience with large scale program and portfolio management
- Experience managing large projects or deploying customer facing change in a call center environment an advantage
- Deep knowledge and experience using collaborative project management tools and processes (e.g. JIRA, Asana, Smartsheets, Google docs, AirTable, agile).
- Formal project certification an advantage (eg. PMI, PMP, Prince2)
