Manager, AIA Program Management

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.

The Manager, AIA Program Management is a critical function within the Professional Services Organization that is accountable for oversight of the successful implementation of a broad portfolio of AI solutions and services that demands close partnership across multiple practices and departments within Five9 to delight customers and drive performance excellence. The Manager, AIA Program Management works closely with Sales to assist in opportunity pursuits, Operations to drive efficiency and process standardization, CS, Account Management and Engineering teams to address escalations and promote customer product requests, and Business Operations to deliver against financial commitments and identify new revenue opportunities.

The ideal Manager, AIA Program Management candidate is a service delivery leader with a track record of using business acumen and prior experience to manage a large customer project portfolio, leveraging interpersonal skills including executive stake-holder management, transformational leadership, mentoring, coaching, collaborating, and team development. Five9 expects this individual to build and maintain enduring peer and customer relationships and to enable their team of Program Managers to deliver against their customer's expected experience.

Responsibilities:

• Lead the AI & Automation program delivery team providing management and oversight of implementation projects and staffing including project assignments, capacity planning, and operational success metrics.
• Directly supervise a team of Program Managers, conduct employee performance review and evaluations, career development discussions, recommend performance ratings; train, mentor and coach to develop and enhance the performance and skills of team members, and oversee training of new staff.
• Maintain a strong candidate pipeline, interview, selection, and hiring of Program Managers .
• Practice effective financial management ensuring targets are met and program(s) are delivered on time and on budget.
• Promote and build strong client relationships to achieve overall program and customer success.
• Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at executive and functional levels of the client organization.
• Serve as an escalation point for program-related risks and issues requiring leadership engagement and assist by providing prudent and timely recommendations for risk avoidance.
• Support pre-sales processes to establish client rapport, demonstrate the value of PS, and assist with proposal reviews and refinement.
• Maintains reporting on capacity, implementation pipeline, and outlook to advise strategic direction and capacity planning.
• Oversee and execute process improvements and the development of policies, procedures, methods, and tools in support of solution delivery.

Qualifications:

• Bachelor's degree, preferably in computer and/or business management or a related discipline, or equivalent work experience required, advanced degree preferred.
• Minimum of 5 years of demonstrated management and leadership experience, preferably in an AI/technical/cloud/contact center/software professional services environment.
• Strong operational management, financial management, project management, consulting, technology and process improvement skills.
• Leadership, analytical and solution-oriented thinking, organizational skills, problem solving skills, and ability to work under pressure.
• Must possess a strong combination of executive management, presentation skills, customer communication, and negotiation skills.

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.

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