Program Manager

What are the top 3 skills required for this role?
1. Proven experience in program management methodologies waterfall/agile/hybrid
2. Ability to drive multiple engineering programs
3. Experience in ALM tools like Jira, Confluence

Job Summary:
We are seeking an experienced Engineering Project Manager responsible for Web Customer Service Delivery and engaging our customers. As Engineering Project Manager you will work closely with our Customer Experience, Engineering, Product Management, Marketing, Support, Sales, Strategy, Finance, Legal and Operations teams to support or customers success in the post sales motion. The Sr Program Manager is key in helping ensure we deliver the right services at the right time. Along with delivery the Program Manager will take a lead in managing escalations through coordination between the Customer, CX, and Engineering when large production issues occur to ensure swift resolution as the business units representation. Our goal is to deliver high-value products/projects to our customers!

Job Responsibilities:
Establish a cadence for reviews, decision making, prioritization where improvements are measurable, and the impact is a positive result for the customer.
Build partnerships and maintain strong relationships with multiple stakeholders across business units.
Interact effectively with customers directly.
Develop AI product roadmaps and timelines.
Establish governance models with the customers and our internal stakeholders that include but not limited to: Quarterly Executive Reviews and Monthly Executive Meetings to review quality, delivery, and future strategic initiatives.
Execute and track deliverables, milestones, action items, technical dependencies, risks, and mitigation plans.
Lead customer delivery engagements and/or provide escalation support for large scale solutions and complex issues through deep technical expertise.
Understand product use case and communicate technically with engineering teams.
Develop strong working relationships with cross functional teams to best understand and deliver on business goals and priorities
Interact effectively with Engineering to solve complex problems, identifies serviceability issues and drives resolution of the issues with Engineering and other organizations
Send out periodic communication and updates via reports, dashboard to all delivery stakeholders (internal and external) to indicate progress of project
Build deep relationships with Customer stakeholders to understand their business objectives and desired outcomes and ensure changes are appropriately planned and executed

Minimum Requirements/Qualifications:
Bachelors or higher degree in a related technical field (Electrical, Electronics Engineering/Computer Science) or equivalent experience in hardware and/or software engineering (nice to have not required)
10 + years of experience as Program Manager in software, networking, web, cloud technologies, AI or products
5+ years of experience working with large Web scale customers
Thought leader; collaborates cross functionally with internal stakeholders to showcase the value of services and solutions to customers
Experience working in a client-facing role
Hand-on experience with our reporting and program management tools such as, Jira/Confluence, Tableau, Trello, All Microsoft products: Sharepoint, Word, Excel, PowerPoint, Monday.co