Program Manager

  • location: Sunnyvale, CA
  • type: Contract
  • salary: $60 - $66 per hour
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job description

Program Manager

job summary:
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.

location: Sunnyvale, California
job type: Contract
salary: $60 - 66 per hour
work hours: 8am to 5pm
education: Bachelors
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
  • k and productivity in order to optimize throughput of the operations team. Supervise temporary workers 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.
Required Skills/Experience

  • 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

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.

We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

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