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Program Manager III

San Jose Metro Area, CA

Posted: 10/08/2019 Job Type: Engineering Job Number: JN -102019-25774

Program Manager III

Mountain View, CA

Project Overview:


The PLS (Partner Lifecycle Services) team is responsible for supporting Cloud partners along their end-to-end journey, from enrolling into the Partner Program to becoming a premier partner and beyond.


We offer frontline and backend support to our partners while ensuring that their experience is delightful. The Partner Experience team within PLS is responsible for understanding the as-is experience, listening to partners, and intentionally designing a better experience for them.


In this role you will leverage your program management and analysis skills to execute partner experience initiatives and drive improvements to our partners end-to-end experience.


Overall Responsibilities:


Program manage partner experience initiatives

Help with gathering business requirements from stakeholders

Drive efforts to gather feedback from partners at various stages of their journey

Help with analysis of the feedback, extract insights and make improvement recommendations

Assist with preparing the business case for the (recommended) improvement opportunities

Document business requirements, and work closely with the systems team to develop user stories

Communicate progress to the stakeholders (internal/ external) on a timely basis

Anticipate roadblocks, help with addressing operational challenges

Help with developing the partner experience strategy for the Cloud organization

Work closely with partner program teams to create awareness about CX, and promote a culture of customer-centricity


Top 3 Daily Responsibilities:


Program management of various partner experience initiatives

Help with efforts to understand and improve the end-to-end partner experience

Be an evangelist for establishing a culture of customer-centricity across the Cloud organization

Track manpower requirements and optimize resource allocation across offices, languages, and projects. Prioritize and assess impact of bug fixes and ensure new feature requests are fully specified for implementation.


Skill/Experience/Education

Mandatory


Demonstrated operations management aptitude with experience in manufacturing or similar.

Prior experience working with and training in a cross-cultural environment with remote teams. Logical thinking and independent decision making skills.

Superior problem solving and analytical skills.

Excellent written and verbal communication skills.

Strong interpersonal skills and solution-oriented attitude.


Education:


BA or BS in a technical degree program or equivalent experience, PMP certification a plus Total years of experience in what industry, discipline or responsibility:

5+ years experience as a program/ project manager for user/ customer experience in the software industry Skills or processes candidates must have to be considered for the role:

Strong program & project management skills with previous experience in the process of developing, validating and scaling programs from inception to launch

Understanding of basic concepts of Customer Experience

Comfortable with internet technologies and working in a fast-paced and fast-changing environment

Can-do attitude

Excellent communication and organizational skills, doesn t mind working in a deadline driven environment and show exceptional attention to detail

Proven experience to interface and collaborate with cross-functional team

Ability to effectively operate independently with minimal guidance, high energy and flexibility in a fast-paced, constantly evolving team environment

Ability to zoom in/out from the big picture and to synthesize and present information in an insightful and structured manner

Strong Google Sheets and Slides skills Specific Tools or Applications experience: Google Apps, Salesforce CRM


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