Program Manager

Program Manager Job Description

Overview:

The Program Manager is a crucial role within the organization, responsible for overseeing and managing program activities, projects and other day to day activities. This position requires a blend of strong organizational, communication, and project management skills, along with the ability to effectively collaborate and lead a team enabling scalable and high-impact outcomes. The PM ensures timely delivery, manages risks, and drives collaboration across teams.

Responsibilities:

• Program Leadership:
• Defining strategies, planning roadmaps, and overseeing the entire lifecycle of technical programs. These programs may be a whole tool / product or a feature of a larger tool.
• Program Planning and Budgeting:
• Collaborate with stakeholders to develop comprehensive program plans, outlining objectives, timelines, and resources
• Project Coordination and Oversight:
• Coordinate and oversee the implementation of program activities and projects, ensuring alignment with organizational goals.
• Monitor progress, identify potential challenges, and implement mitigation strategies.
• Stakeholder Management:
• Communicate effectively with stakeholders, including program participants, and senior management.
• Serve as the primary POC for all program communications.
• Maintain documentation and ensure transparency across teams
• Responsible for managing CSAT scores from Google PMs and responsible for filing RCAs for lower scores.
• Foster strong relationships and manage stakeholder expectations.
• Ownership:
• Should be proactive, solution-oriented, accountable, and committed to continuous improvement
• Deliverables Management and Tracking:
• Manage and track program deliverables, ensuring timely completion and adherence to quality standards.
• Utilize project management tools and techniques to monitor progress and address deviations.
• Program Evaluation and Impact Assessment:
• Evaluate program results and measure the impact of program initiatives.
• Conduct regular assessments to identify areas for improvement and optimize program effectiveness.
• Reporting and Analytics:
• Prepare comprehensive reports on program progress, achievements, and challenges.
• Analyze data and provide insights to inform decision-making and strategic planning.
• Should have good experience in driving MBR/QBR/YBR with the relevant stakeholders
• Work on adhoc reporting as per client requirements
• Team Management and Leadership:
• Lead and manage program staff and volunteers, providing guidance, training, and support.
• Cultivate a positive and productive work environment to foster team collaboration and engagement.
• Compliance and Policy Adherence:
• Ensure compliance with all program regulations, policies, and other related requirements.
• Implement and maintain effective risk management practices to mitigate potential issues.
• Ticket Management:
• Responsible for managing the full lifecycle of support tickets, from initial intake to resolution. This includes accurately logging, categorizing, prioritizing, and assigning tickets.
• The specialist will effectively communicate with end-users to understand their issues, provide timely status updates, and ensure a positive support experience.
• Access Management:
• To manage tool access for supplier agents, a formal, multi-level approval process is essential. Requests must be submitted by a designated contact with a clear business justification.
• Troubleshooting and co-ordination
• When suppliers face access issues, a structured troubleshooting process is crucial. You must first gather all details, then check their credentials and assigned permissions. If the problem is security-related, coordinate directly with the risk team to understand the root cause and get approvals for a resolution. Monitor the progress of the tickets generated and update the report.

Skills:

• Strong technical and program management background
• Excellent communication and stakeholder management skills
• Proven ability to lead cross-functional teams in a matrixed environment
• Data-driven decision-making and problem-solving mindset

Qualifications:

• 7-9 years of experience in program management or a related field, with a proven track record
• The candidate must be well versed in the field of Finance, Governance Operations,Operations Delivery and Metric, Governance Reports
• Strong organizational, communication, and project management skills, including proficiency in project management methodologies and tools.
• Ability to work independently and as part of a diverse team, adapting to changing priorities and deadlines effectively.
• Exceptional written and verbal communication skills, capable of conveying complex information clearly and concisely.
• Should possess excellent analytical skills, including advanced Excel, and office applications.
• Strong attention to detail and a commitment to delivering high-quality work.