Technical Program Manager

1 month ago

Hyderabad, Telangana, India Pegasystems Full time

About the Role:

Pega is revolutionizing the way the world builds software. As a Technical Program Manager, you will play a crucial role in leading initiatives that drive customer satisfaction, quality improvements, and SLA optimization. You will collaborate with multiple stakeholders to strategize, implement, and maintain program initiatives.

Key Responsibilities:

  • Collaborate with cross-functional teams to identify process gaps and implement strategic improvements and best practices.
  • Work with Global Customer Support to identify pain areas and drive projects for key improvements.
  • Track customer incident dashboards to monitor information, potential SLA breaches, and pre-empt escalations.
  • Drive customer escalations by working with Global Customer Support, Subject Matter Experts, and Customer Success Managers to communicate frequent updates with progress, ETA, and action items.
  • Identify patterns in customer escalations and recurring issues and work with Product Owners to prioritize and remediate those issues.
  • Work closely with various stakeholders, including Engineering Support, Success Teams, Release Management, and Global Customer Support.
  • Present plans and updates on core initiatives to management on a regular basis.
  • Actively engage with QSO and Scrum Team Leadership to understand quality challenges and propose solutions and drive improvements.

Requirements:

  • 7+ years of project management experience.
  • Strong knowledge of PowerPoint, Excel, MS Project, PowerBI, Project Management, and Business Process Management tools.
  • Experience leading multiple complex cross-functional programs successfully.
  • Demonstrated ability to manage multiple, cross-functional projects at once.
  • Proven ability to work across functions and geographies with a diverse set of team members.
  • Ability to successfully drive management initiatives demonstrated through experience.
  • Ability to collaborate with others to obtain information and accomplish tasks and goals while consistently seeking to obtain win-win situations.
  • Excellent written and verbal communication skills; ability to translate complex concepts into concrete actions.
  • Flexibility/adaptability (ability to change direction based upon team and stakeholder consensus).
  • Strategic in approach: understands and addresses inter-dependencies and real issues.
  • Experience managing to deliverables and milestones: on time/within budget/meeting business needs.

Pega Offers:

  • An innovative, inclusive, agile, flexible, and fun work environment.
  • Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company.
  • Continuous learning and development opportunities.
  • Gartner Analyst-acclaimed technology leadership across our categories of products.

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