NGS Program Manager
As a Support Readiness Program Manager in Customer Support, you will participate as an Individual contributor providing program management services for New Product Introduction (NPI) releases, from initiation through delivery. The Support Readiness Program Manager will manage all processes and systems relevant to the successful completion of NPI releases including identifying support requirements, review of user, technical and logistical requirements, identifying tasks, assigning and coordinating resources and creating/tracking project schedules. This is a challenging position with the opportunity to work collaboratively across business units and functional teams, with a focus on developing, managing, and documenting internal operational programs. Essential Function:
Develop and manage a Support Readiness NPI plans through launch. Work with functional groups in Customer Support to develop, document and communicate business model requirements, processes, and trouble-shooting tools. Work with Customer Support delivery teams and cross-functional organizations to execute and implement on the Support Readiness plan. Work and provide leadership to cross-functional teams and drive support requirements into Enterprise IT and support delivery teams for NPI releases. Develop measurement criteria and tools to monitor and drive continuous serviceability and process improvement. Identify and communicate project scope and ensure program milestones and objectives are met within quality, cost and schedule. Keep management informed of key issues and changes that may impact expected business results. Ensure that projects adhere to company processes. Job Requirements 12
years of increasingly responsible experience in Customer/Technical Support, Customer Experience Management, Call Center Management, and Project Management 6
years of experience in project and program management, PMP preferred. In depth knowledge of the technical support business Result oriented and execution focused with a high degree of initiative and personal accountability True believer in the value of excellent customer experience and continuous improvement Experience in developing and managing cross-functional meetings and projects leading to successful delivery Able to assemble and drive a cross-functional team to problem resolution A strong results-oriented mindset, with an ability to focus on key priorities and show decisiveness, persistence, and urgency in achieving goals Excellent verbal and written communication skills who must be able to communicate technical concepts and customer experience gaps effectively and confidently with executive level management and business managers Ability to define problems, collect data, establish facts, and draw valid conclusions Proficiency with preparing clear and concise presentations, business cases, and data analysis with conclusions and recommendations. Demonstrated ability to manage multiple, complex technical projects through completion. Excellent time management, organization, and planning skills are essential. This individual must work effectively across all levels through executive leadership. Self-directed requiring limited supervision and direction. Able to drive results, meet deadlines and set priorities independently. Energetic and passionate Education Education &
Experience:
Bachelor's degree required, preferably in business or Information services. 10
years of increasingly responsible experience in Customer/Technical Support, Customer Experience Management, Call Center Management, and Program Management. Experience in data analysis, making data-informed decisions, process development and training materials. PMP is preferred.
Salary Range:
$150K -- $200K
Minimum Qualification
Program ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
Develop and manage a Support Readiness NPI plans through launch. Work with functional groups in Customer Support to develop, document and communicate business model requirements, processes, and trouble-shooting tools. Work with Customer Support delivery teams and cross-functional organizations to execute and implement on the Support Readiness plan. Work and provide leadership to cross-functional teams and drive support requirements into Enterprise IT and support delivery teams for NPI releases. Develop measurement criteria and tools to monitor and drive continuous serviceability and process improvement. Identify and communicate project scope and ensure program milestones and objectives are met within quality, cost and schedule. Keep management informed of key issues and changes that may impact expected business results. Ensure that projects adhere to company processes. Job Requirements 12
years of increasingly responsible experience in Customer/Technical Support, Customer Experience Management, Call Center Management, and Project Management 6
years of experience in project and program management, PMP preferred. In depth knowledge of the technical support business Result oriented and execution focused with a high degree of initiative and personal accountability True believer in the value of excellent customer experience and continuous improvement Experience in developing and managing cross-functional meetings and projects leading to successful delivery Able to assemble and drive a cross-functional team to problem resolution A strong results-oriented mindset, with an ability to focus on key priorities and show decisiveness, persistence, and urgency in achieving goals Excellent verbal and written communication skills who must be able to communicate technical concepts and customer experience gaps effectively and confidently with executive level management and business managers Ability to define problems, collect data, establish facts, and draw valid conclusions Proficiency with preparing clear and concise presentations, business cases, and data analysis with conclusions and recommendations. Demonstrated ability to manage multiple, complex technical projects through completion. Excellent time management, organization, and planning skills are essential. This individual must work effectively across all levels through executive leadership. Self-directed requiring limited supervision and direction. Able to drive results, meet deadlines and set priorities independently. Energetic and passionate Education Education &
Experience:
Bachelor's degree required, preferably in business or Information services. 10
years of increasingly responsible experience in Customer/Technical Support, Customer Experience Management, Call Center Management, and Program Management. Experience in data analysis, making data-informed decisions, process development and training materials. PMP is preferred.
Salary Range:
$150K -- $200K
Minimum Qualification
Program ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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