Program Management Professional
2 days ago
Job Overview:
A Program Manager plays a pivotal role in the organization, overseeing and managing program activities, projects, and day-to-day tasks. This position demands a blend of strong organizational, communication, and project management skills, coupled with the ability to effectively collaborate and lead a team to achieve scalable and high-impact outcomes.
Responsibilities:
- Program Leadership:
- Define strategies, plan roadmaps, and oversee the entire lifecycle of technical programs, including tools, products, or features.
- 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 point of contact for all program communications.
- Maintain documentation and ensure transparency across teams.
- Responsible for managing CSAT scores from Google PMs and filing RCAs for lower scores.
- Foster strong relationships and manage stakeholder expectations.
- Ownership:
- 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 relevant stakeholders.
- Work on ad-hoc 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.
- Accurately log, categorize, prioritize, and assign tickets.
- Effectively communicate with end-users to understand their issues, provide timely status updates, and ensure a positive support experience.
- Access Management:
- Manage tool access for supplier agents through a formal, multi-level approval process.
- Requests must be submitted by a designated contact with a clear business justification.
- Troubleshooting and Co-ordination:
- Gather all details when suppliers face access issues.
- Check their credentials and assigned permissions.
- 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.
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