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Manager, Migration Program

2 months ago

Dallas, United States Private Company Full time

The Manager, Migration Program leads a team of Team Leads and associates in orchestrating seamless transitions for clients migrating from legacy software to our new SaaS platform. This role demands strong program and people management with alignment to strategic vision, and a deep understanding of migration processes to optimize the customer experience. This role will be remotely based in North America and will be leading a globally distributed team.

ESSENTIAL RESPONSIBILITIES AND DUTIES:

  • Lead, guide, and mentor a Global Migration Team to foster collaboration, accountability, and continuous improvement.
  • Develop and implement strategies for client outreach, conversion, and migration to new gen systems aligned with organizational goals.
  • Collaborate with cross-functional teams to streamline processes and enhance customer experiences and service delivery.
  • Oversee program and project planning, resource allocation & coordination, manage and mitigate risks and issues, and ensure the project is completed on time and on budget.
  • Monitor team performance metrics, identify areas for improvement, and implement training initiatives.
  • Act as a liaison between the migration team and senior leadership, providing regular updates.
  • Champion a customer-centric approach, prioritizing satisfaction and retention throughout the migration process.
  • Manage and effectively resolve customer escalations related to the migration process to ensure a seamless transition to the new generation software, maintaining customer satisfaction and loyalty.
  • Stay abreast of industry trends and best practices, incorporating insights into team strategies.
  • Maintain effective communication plan, reporting and metrics plan, and have command and control over total migration program daily.
  • Assist in recruiting, hiring, and performance management of Team Leads for two elements of the program (outreach, migration).


QUALIFICATIONS:

  • EDUCATION: Bachelor or graduate degree in Engineering, Computer Science, or Business Management, or equivalent.
  • EXPERIENCE: 6+ years of experience in client services, program/project management, with at least 2 years in a leadership or managerial capacity.

WHAT DO YOU NEED:

  • Proven track record in managing migration program, and projects and leading cross-functional teams.
  • Strong understanding of SaaS platforms, cloud technologies, and migration methodologies.
  • Excellent communication, interpersonal, and conflict resolution skills.
  • Demonstrated experience reporting out and up on multi-faceted programs including metrics, hiring, and program status.
  • Demonstrated strategic thinking and data-driven decision-making abilities.
  • Commitment to fostering a diverse, inclusive, and supportive work environment.
  • Experience Managing Global teams across time zones in a remote environment.