Program Manager (Salesforce Consulting)

OSF Digital is a leading digital transformation firm with a global footprint in 30+ countries and over 2000+ employees. Our passion is in helping businesses leverage commerce, marketing, sales, service, analytics, loyalty, and digital experience solutions. With rapidly growing, global expertise in enterprise connected commerce, OSF seamlessly guides brands throughout their entire digital transformation journey. Every day, we work with the largest and most well-known firms across the globe; and every day, we create meaningful customer experiences. We believe that when we unite as one team and pursue one shared vision, that we can revolutionize how our customers work.

The OSF Client Services Program Manager has oversight and ownership of all projects under their program and is responsible of achieving a high level of customer satisfaction. In this role, you will be in close contact with our customers, driving steering committees, owning benefits realization, understanding our customers’ need and presenting optimal solutions and approaches for a successful digital transformation while internally managing project teams.

Responsibilities:

• Identify key requirements needed from cross-functional teams and external vendors.
• Contribute to the overall strategy and delivery methodology for Program Management across Client Services.
• Strategize, implement, maintain Salesforce cross-cloud programs.
• Oversee multiple Delivery Centers, ensuring program goals are achieved.
• Maintain organizational standards of satisfaction, quality and performance.
• Execute program and project contract change control and work closely with leaders where appropriate.
• Capturing, managing, driving and reporting against customer requirements and strategic benefits.
• Build strong professional customer relationships and proactively identify and resolves customer’s issues.
• Run monthly review meetings and actively participate in Quarterly Business Reviews.
• Analyze, evaluate, and overcome program risks, and produce program reports for management and stakeholders.
• Ensure programs and projects are delivered successfully in accordance with OSF methodologies, processes and standards throughout the entire lifecycle.
• Manage program and project teams for optimal ROI and coordinate cross DCs and countries.
• Work closely with project sponsor, cross-functional teams, and assigned project managers to plan and develop scope, deliverables, required resources, work plan, budget and timing.
• Responsible for the end-to-end delivery of large and or complex programs and projects including scoping, scheduling, costing, risk assessment, quality assurance and measurement of customer satisfaction targets.
• Supporting tender bid documentation.
• Responsible for ensuring high-level client satisfaction is achieved through strong delivery management and regular communication with clients and stakeholders.

Requirements:

• Experience in creating proposals, PIDs & Statements of Work.
• Strong planning skills.
• Experience in Office 365, JIRA, Salesforce and Confluence desirable
• Excellent negotiation, conflict management, problem-solving, and decision-making skills.
• Advanced program delivery including all aspects of Program Management (preferably in waterfall, agile and hybrid environments).
• Experience in delivering projects & programs.
• Account development and delivery management experience.
• Strong commercial acumen.
• Ability to support the end-to-end program life cycle.
• Salesforce Commerce cloud or ecommerce experience preferred.
• Fluency in English.
• Experience managing account commercials, including pricing, profitability, and contracts.
• Ideally professionally qualified in Programme Management.

We are a rapidly growing team of diverse individuals passionate about performance, technology, and customer satisfaction. We are a work-from-anywhere company wherein most of our staff globally work remotely! What matters to us is not *where* you work, it's *what* you deliver that matters to us! OSF Digital places a key emphasis on work-life balance, employee satisfaction, and we strive to create a company culture that is innovative, and open while empowering individuals to contribute in ways that positively impact us all.

OSF Digital is proud to be an equal opportunity employer, where you can bring your whole self to work. Join an inclusive and passionate community of professionals who help bring about digital transformation for businesses around the world. At OSF Digital, we welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, national origin, age, marital status, or any other protected category in any of the jurisdictions in which we conduct business. The company will provide accommodations to applicants, including those with disabilities, during the recruitment process, in accordance with applicable laws.