Sr. Director, Customer Operations Program Management

Opentext - The Information Company

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.

Overview

Support Operations Team (BizOps) aims to provide the environment, tools, technologies, processes, and policies to help the customer support team work effectively & efficiently to meet their goals and the company goals. The support operations team can gain better business insight, capitalize on opportunities to identify automation opportunities for case deflections, support processes efficiency improvements, reduce risks related to knowledge gaps and SLA’s driven through Data Analytics, PMO Services & Digital Experiences.

OpenText provides solutions across the entire range of Support capabilities – sophisticated, secure, high-value, and cost-effective – onsite, via mobile devices, private cloud, or in the cloud. With growing volumes and a host of formats to manage and leverage, support organization needs to bring structure & synchronization to the unstructured and fragmented, the newly formed operations team can help drive faster decision making, improved agility through centralized data mining and reporting, CSAT feedback, PMO office, customizable digital Journey, sustainment, and readiness teams. Balancing the support workforce with automation/deflection programs can help support leadership understand when, where and whom to hire. The team will continue to work through acquisitions & integrations with a Project Manage Office to ensure programs and requirements align the support & Company offerings and delivery strategies.

The Opportunity

As the Sr. Director of the Program Management, Support reporting directly into the VP of Support Operations, you are responsible for contributing to the overall planning, managing and execution of the Global Customer Support vision, mission, and values.

Your job is to lead, guide, develop and mentor a team of project managers to work on high-visibility support programs allowing you to expand your paradigm and challenge yourself & Team professionally. Your team’s efforts are Support-wide and cross-functional at times, combining Governance and Program/Project Management for multiple lines of Support businesses of OpenText in achieving business outcomes through the management of strategic actions/project implementations. You will create & evolve the overall PMO practice within Support by driving excellence in PM practices, processes, and tools to support on-time, on-budget delivery of project solutions.

You Are Great At

• Report on project activities, issues, and requirements to the VP support operations, Leadership, and the ELT (as required) as a strategic tool in keeping implementers and decision makers moving toward consistent, business/mission-focused goals and objectives.
• Set annual performance targets for your direct reports and conduct performance reviews.
• Deliver high-quality analysis to inform and accelerate GTS leadership on strategy and communications, identifying risks, and opportunities about a Project, Programs, SLAs, and New Innovations
• Manage the workload and prioritize tasks to Project Managers and Program Managers
• Be a trusted advisor to the VP, Support Operations on both strategic and tactical initiatives.
• Provide ongoing motivation, coaching, guidance, feedback, and mentoring support to the team.
• Establish, build, and maintain the PMO organization structure, hiring and managing a team of high performers to meet staffing requirements in line with project, program, and corporate objectives.
• Provide project/program management expertise and mentorship to other areas of the organization
• Successfully deliver programs sponsored by support Leadership.
• Partner with senior support leadership and functional leads across the business to ensure cross-functional inter-dependencies are highlighted, documented, and addressed, that projects are appropriately resourced for successful execution and to help shape and communicate leadership strategy.
• Create and implement process efficiencies and change management strategies for improved program management.
• Apply execution expertise and a wide knowledge of global business, product, and customer operations to ensure program plans deliver on the broad business objectives defined by executive stakeholders.
• Perform detailed reporting and analysis on Project changes, enhancements, delays, and Business Impacts to those adjustments.
• Lead and develop a team of professionals within the PMO team (3-5 directs/indirects)

What It Takes

• Superior analytical problem-solving ability, specifically related to dealing with project/program escalated issues.
• Exceptionally well versed in the use of Office Applications including Excel, Word, PowerPoint, Project, etc.)
• Proven experience at leading a PMO function, including development and rolling out of standards, processes, and tools.
• Ability to navigate Salesforce, ITSM, SAP, OLAP and other OpenText systems with the ability to quickly and accurately pull and interpret large amounts of disparate data.
• Strong business acumen with the ability to manage multiple goals and deadlines.
• Technical integrity earned through demonstrated success in implementing projects and programs of all sizes in a tech support environment.
• Superior program and project management skills
• Project management methodologies – PMP certification is a major asset.
• Ability to build a strong network and relationships with all levels of the company, specifically at the executive level.

Business operations knowledge. For more information about OpenText and OpenText job opportunities, visit http://www.opentext.com/2/global/company-careers.html

OpenText is an equal opportunity employer that hires and attracts talent regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, marital status, sex, age, veteran status, or sexual orientation. At OpenText we acknowledge, value and respect diversity. We draw on diversity of thought and experience to reflect the rich array of cultures representing our broad global customer base.

As a technology company, we can only be as good as the people who are part of our team. To that end, we seek talent with diversity of life experiences and perspectives from around the world!

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at 1-800-499-6544.