Program Manager III
San Jose Metro Area, CA
Program Manager III
Mountain View, CA
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.
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.
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.
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
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