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Sr. Program Manager Full-Time
6 months ago
Senior Program Manager
Summary of Responsibilities
JobDescription The successful candidate will be a key member of the Global CommandCenter (GCC, part of WWCP team), which is responsible for managing real timeactivities for the entire CS Network. This role requires a high level ofautonomy, high level of judgment during leading real time mitigation actionsto protect customer experience and Customer Service Associates experience.
Only Femalecandidate s
Roles and Responsibility
The candidate will have a proven record of complex project and programdelivery, from conception and design through implementation, measurement,closure, and handover. Responsibilities will include:
- Set business objectives to deliver best system/process, product/feature withmost efficient use of resources and clear and measurable success criteria todrive functional goals of standardization and efficiency gain by drivingautomation
- Lead a team of 15 Real-Time Analysts and Program Managers and have end-to-endresponsibility of Real-Time Management for the region. Ensure coverage, on-timedelivery, manage incidents impacting Customer service, work with capacityplanners for interval level planning and skill management.
- Engage with stakeholders across multiple geographies and time zones
- Prepare/present business review documents to leadership through effectivecommunication both verbally and in writing
- Drive new initiatives and metrics within GCC. Make data-driven contributionsto drive business strategies and deliver goals with measurable impact oncustomers/CSAs/cost
- Identify and evaluate potential risk in processes and determine appropriatecorrective action with minimal direction from leadership
- Work with GCC leader in devising and executing GCC strategy in terms ofvision, people, process, and technology
- Actively participate in the recruitment efforts, work on people developmentand career planning initiatives within the team.
Qualification & Skills Required
-Graduatein Science/Engineering/Technology/Statistics and/or Post Graduate in BusinessManagement- Strong people management experience inmanaging employees from Top Tier Schools
- Excellent stakeholder management skills, with a proven track record ofinfluencing and motivating others to achieveresults
- Certification in process excellence (PMP, Lean, Six Sigma)
- Excellent communication skills (verbal and written)
Preferred Qualification
-Abilityto meet deadlines, prioritize workloads, develop new ideas and creativesolutions to very ambiguous problems.
- 8+ Years of work experience – in consulting/planning/operations managementwith at least 2+ years in managing 12+ member teams
- Driving Standard work, strong program management skills, and lean experiencestrongly preferred
- Experience in automating processes and integrating associated systems withadvanced technology solutions such as RPA and other automation tools
- Ability to set high bar goals for the team and guide them towards achievingthe same.
- Act as an advocate of Intelligent Automation and Business Process Management
Other Details
Keywords : program management, Strategy implementation, Process improvements Industry : Internet/Ecommerce Employement Type : PERMANENT
