Sr Program Manager

eTeam Inc.

San Jose, CA
30+ days ago

$50–$65 Per Hour

Highlights

The Opportunity The Creativity & Productivity (C&P)) Business Capability Design & Delivery (BCDD) team provides strategic partnership and engagement that delivers end-to-end capabilities for Client s C&P processes, platforms & applications. Executing & Monitoring: Oversee the program execution and proactively manage changes and risks, partnering with other teams and stakeholders to ensure the right decisions are made at the right time, appropriate communication and alignment occurs, and plans are adjusted accordingly.

Numbers & Facts

Location	San Jose, CA
Industry	Other/Not Classified
Salary	$50–$65 Per Hour
Company Size	100 to 499 employees
Year Founded	1998
Website	www.eteaminc.com

Description

Role: Sr Program Manager
Location: San Jose
Duration: 6 Months

In Brief - Program manage "WhatsApp Capability for India Expansion" initiative in the Integrated Customer eXperience (ICX) route to market and others as prioritized by the C&P BCDD

I had a call with Role sponsor. His expectations:
7-10 yrs Tech Program Mgt exp in Interactive Customer experience especially thru Whats App outreach Inbound IVR ( Interactive Voice Response)
Someone who has had experience with IVR automation ( Amazon Connect)
Experience with Sales and Customer experience
Knows various Project methodology- Agile, Waterfall, Hybrid : Their differences and situational usage.
PMP/ CSM certification is Good to have.
Bay area candidate for Hybrid working ( 3 days a week- Tues to Thurs working from Client San Jose office)

The Opportunity

The Creativity & Productivity (C&P)) Business Capability Design & Delivery (BCDD) team provides strategic partnership and engagement that delivers end-to-end capabilities for Client s C&P processes, platforms & applications
We are looking for a technical leader with executive presence, exemplary interpersonal skills, and the ability to influence at all levels to drive cross-functional initiatives and deliver Client s strategic roadmap
You possess a well-rounded technical background and demonstrated expertise leading complex programs in matrix organizations to deliver solutions that delight the customers

What you'll Do

Strategy: Build a report and partner with key collaborators to understand their objectives and goals. Engage with BCDD Leadership, Product Management (PdM) Leads and Business Stakeholders to understand the Vision, Mission, and Strategic Objectives for the Business Units (BU) and ATS (Client Technology Services)/C&P BCDD
Intake: Facilitate and oversee the intake and triage of new requests through Workfront for Initiatives and Small Enhancements
Prioritization: Support BCDD PdMs with impact assessment and stack-ranking
Estimation: Partner with ATS teams who need to support the request (and others as needed) to estimate the Level of Effort (T-shirt size) and feasibility (Waterline and Rationale)
Optimization: Discuss trade-offs, sequencing, incremental funding as needed, BU staffing, etc. Articulate response back to requestor. Assist BCDD PdMs with portfolio level reporting (inc. Quarterly Business Reviews, ad-hoc, etc.)
End-to-end program management for Initiatives using ATS-SLC.aspx and Jira:
- Initiating: Plan and facilitate Discovery/Proof of Concept/Pre-project work and set up Program Governance, inc. meeting cadence and key artifacts (Scrum of Scrums/OpCo/SteerCo, SLC Artifacts Library, Wiki, SharePoint, Project Schedule, RAID log, etc.)
- Planning: Reach across the aisle to understand dependencies and constraints, determine resource requirements and build the program roadmap, then socialize the plan and secure approvals for the same
- Executing & Monitoring: Oversee the program execution and proactively manage changes and risks, partnering with other teams and stakeholders to ensure the right decisions are made at the right time, appropriate communication and alignment occurs, and plans are adjusted accordingly
- Communicating: Maintain a big-picture perspective when preparing and presenting program status reports, Executive briefings, and other governance artifacts, along with all program level communications
- Closing: Coordinate Release announcement, Hypercare, Decommissioning, etc. as needed and disband the team
Benefits realization: Measure adoption and impact post-release, inc. 30/60/90 days check-ins and feedback loop (to inform future decisions/commitments)

What you need to succeed

Bachelors or equivalent a must; MBA or equivalent preferred
Certification a plus: PMP, PMI-ACP, PgMP, CSM
7-10 years' experience as a program manager in software and/or related technology industry, preferably in a Customer Experience environment with web, voice, and messaging/chat platforms
Experience managing multi-discipline teams consisting of business and technical resources
Experience using various project delivery methodologies (Agile/Scrum, Waterfall and hybrid) and tailoring the approach for program success
Self-motivation and a positive attitude that helps you to adapt to change
Resourcefulness and a creative approach to problem-solving to succeed in a collaborative culture
Solid ability to operate effectively and autonomously in time-sensitive situations and handle ambiguity
Exceptional verbal and written communication skills to engage with technical and non-technical audiences
Influencing and interpersonal skills to develop strong working relationships and build credibility/trust with team members and Senior Leadership

About Company

Looking for a great job? Join eTeam. We’re looking for talented staffing professionals to join our staff. We also provide contract assignments and full-time jobs at Fortune 2000 Companies. We’ve been named one of the best companies to work for by Staffing Industry Analysts and New Jersey Business.