Program Manager Jobs

Job Position: Program Manager Tech

Duration: 1 year contract

Location: Vancouver, BC (Onsite)

Responsibilities

The ideal candidates must have a strong customer mindset, service delivery management experience and have a passion for driving support delivery to high, defined standards. He/she must be able to drive issue resolution with outsourced delivery partners and manage high priority escalations, as appropriate. This person will act as delivery oversight for delivery partners and will drive strategies for improved issue handling consistency and efficiency.

Core Responsibilities:

Delivery Oversight for Outsourced Delivery Partners

• Provide product-aligned technical support delivery oversight and manage outsourced day-to-day frontline delivery

• Maintain overall responsibility for delivery in accordance with defined standards

• Undertake day-to-day performance mgmt. of delivery partners incl. service level monitoring, and escalate high risk and systemic issues to SSMs

• Drive issue resolution, reduced customer effort, cost efficacy and policy adherence

• Manage high priority escalations as appropriate and ensure redirection to CritSit in SE&S where necessary

• Address tool issues, policy clarifications, and other similar requests

• Drive consistency and best practice sharing across sites

• Introduce playbook to new Delivery Partners and validate that all components are implemented (i.e. reporting, invoicing templates, quality programs meet SOW)

• Ensure Delivery Partner adheres to SOW requirements, i.e. new hire onboarding, billing guidelines, outlier management, call flows

• Engage internal stakeholders regarding release management plans and work with TAs to ensure operational readiness of frontline advocates

Success Measures

• Improvement in Delivery Partner KPI performance, including CPE, issue handling consistency and efficiency, escalation percentage, etc., as well as adherence to SOW

• Close working relationship and strong feedback from delivery partners

• Close collaboration and working relationship with TAs, SSMs and other internal CSS stakeholders

Stakeholders & Partnerships:

To be successful in this role, the SDM must have effective relationships / partnerships with key stakeholders in the CSS organization, including but not limited to:

• Delivery Partner Leaders

• Technical Advisors

• SSMs in RSVP

Qualifications

Language Qualification

English Language: fluent in reading, writing, and speaking.

Skills & Qualifications:

• Strong global communication skills, and skills in building partnerships with customers and partners. Ability to navigate and influence in a matrixed organization.

• Strong experience, knowledge and understanding of support delivery

• Demonstrated experience/ability manage frontline delivery resources and oversee technical resolution with a broad array of skills to ensure best-in-class customer, delivery partner outcomes

• Demonstrated experience/ability in resolving customer and delivery partner issues, SOW management and building long-term account relationships

• Account relationship with delivery partners, managing day-to-day delivery and escalations

• Demonstrated experience in working as necessary with employees at different levels and investing effort in building right stakeholder partnerships

• Ability to create effective and inclusive relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels as well as with delivery partners in a highly diverse team