Customer Program Manager

Job Description

Program Manager Job Description What You'll Do Seeking a strategic Program Manager to lead cross-functional Customer Experience programs with a goal of instilling coordination, organization, and transparency. You will work with partners to define scope, verify outcomes, validate associated metrics, reporting and communications requirements, bring together and influence required action and next steps -- ultimately driving forward a broad matrix developed team, playing either a leading or contributing role as required. You will initiate and define programs: Conduct needs analysis (understand root cause); establish vision and define high level strategy for program implementation; link to organization and company goals and strategies. You ensure that there is a firm understanding of how to demonstrate that success has been derived from actions taken in addition to measurable outcomes. You possess a keen understanding of analytics/metrics and interpret from available metrics a measure of impact. You can influence and build relationships in a cross-functional setting. You can cut through the noise and distil the most important elements of a program that will bring us success. You can spot weak areas in a program and work with the teams to either eliminate or improve those areas. You can synthesize overall impact and benefit from across this multi-track effort and communicate purpose, findings, progress, and next steps in a way that resonates with senior executives and partners. Who You'll Work With This role is within Global Delivery, Strategy & Operations (Programs Team). You will partner with Leaders to drive cross-functional solutions that improve the customer experience and Cisco business outcomes. You will work directly with senior and Operations leaders to ensure the organization takes an effective, coordinated, and productive approach to our most critical initiatives. Who You Are Handle large or strategic projects or multiple projects Build program timelines and plans with financial, resource and material requirements Build and lead cross-functional, geographically dispersed teams to develop and execute action plans to address critical situations. Develop and present proposals and negotiate final agreements Build professional written and verbal communications of sophisticated situations, findings, and resolution plans in succinct, executive language. Interact with multiple executives who may have conflicting business priorities. Provide leadership with insight and learning through a combination of data analysis and cross-functional interviews. Deliver on-time results: meet achievements and target completion or release dates Ensure quality of program delivery: consistent communications and reporting, effective and detailed mitigation of risk, issue resolution, and scope management Drive partner satisfaction: meet/go above and beyond set by partners; ‘adoption’ of program end-product and/or service(s) Partner cross-functionally: successful alignment, integration of relevant program components, silo-busting Minimum Qualifications 12+ years of project management experience Demonstrate a strong sense of ownership and initiative High degree of competency communicating and influencing senior leadership. Proactive, strategic problem solver with the ability to anticipate opportunities and spot risks. Ability to work across functional, geographical and cultural boundaries. Build and maintain successful business partnerships at an individual and team level. Independent worker who possesses sound time management skills and the ability to prioritize tasks and responsibilities. Mediation, arbitration and negotiation skills to resolve conflicting views and set team direction PMP, Lean Six Sigma or Agile Certifications are a plus. Skills: risk management,leadership,pmp,project management,management,data analysis,lean sigma,projects,negotiation,customer,team leadership,communications,communication,program implementation,cross-functional collaboration,metrics interpretation,problem solving,customer experience Show more Show less