Program Manager

3 weeks ago

Mountain View, United States Glow Networks Full time

As part of the Technical Program Management team, you will help us drive revenue initiatives to advance our customer service ecosystem and deliver critical business outcomes. This role spans multiple internal organizations (Expert Platform (VEP), Product Development, Sales, Customer Success). You will have a direct impact on empowering our customers to give them the tools and support they need to solve their business problems at every point of their journey.

**Responsibilities**
- Drive and own the program strategy including tying the business unit, portfolio and program strategy together. Use influence to help teams understand how the program fits into the overall strategy.
- Prioritize initiatives within the program and surface risks and trade-offs as well as recommendations to the stakeholders.
- Communicate the program plan, status and risk to wide-ranging audiences visually communicating goals of program, relationship to business goals, and other relevant success criteria.
- Lead cross-functional dependency management for your programs.
- Breakdown and organize the program into manageable pieces that can be delegated or individually owned.
- Drive the status and reporting structure in a manner that is consistent with both Agile principles and the needs of the program.
- Develop decision-making principles and recommendations for decisions.
- Identify risks, develop a risk mitigation plan and gain buy-in from stakeholders.
- Use data, principles and risk mitigation to assess progress to plan.

**Qualifications**
- Ability to influence at Director level and build strong partnerships across organizations to deliver the best program outcomes.
- Excellent organizational and coordination skills along with multi-tasking capabilities to get things done in a fast-paced environment.
- Outstanding communication skills appropriate for executive-level audiences; ability to structure and communicate goals of program, relationship to business goals, and other relevant success criteria.
- Demonstrated ability to simultaneously understand and communicate the bigger picture while diving in to understand issues & risks to drive rapid resolution.
- Bachelor’s degree (masters preferred) in business, engineering, computer science.

**Additional (not exhaustive) Program specific details.**

Program Goal: “Our aim is to re-imagine the service experience for customers by providing a personalized onboarding journey and elevated product support, enabling full customer empowerment to start their journey on the right foot, swiftly resolve any issues they encounter, and ultimately enhance the overall value proposition of the product offering. By prioritizing customer success and satisfaction, we seek to cultivate stronger relationships with our customers and drive loyalty, adoption, and increased retention.”
- This is a high priority, fast paced Program responsible for the “Service Experience” Design, Development & Deployment for product across Account Management, Sales, Professional Services, Customer Success, Digital, Product and Technology teams.
- TPM will be responsible for leading, in partnership with the Program Sponsor, the Core Team and several work streams, while partnering with additional dependent work streams.
- TPM will be responsible for maintaining the Program Plan (High Level Initiative & Dependency Management Tool), Smartsheet (Program Schedule) as well as tracking Risks, Decisions and Actions.
- TPM will be responsible for the Program OpMechs, including DACE maintenance, and Reporting to various Stakeholders/Levels.

**Job Type**: Contract

Pay: From $60.00 per hour

Expected hours: No less than 40 per week

Experience level:

- 10 years

Schedule:

- 8 hour shift

**Experience**:

- Program management: 10 years (required)

**Location**:

- Mountain View, CA 94043 (preferred)

Ability to Commute:

- Mountain View, CA 94043 (required)

Ability to Relocate:

- Mountain View, CA 94043: Relocate before starting work (required)

Work Location: Hybrid remote in Mountain View, CA 94043

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