The Senior Program Manager plays a meaningful role leading both large-scale, cross-functional initiatives as well as new product launches within our Customer Success organization
PMs are responsible for programs from beginning to end, ensuring cross team collaboration, flawless execution and effective communication
They work closely with executives, strategy leaders, technology partners and many more to drive critical programs and activities across the company
PMs do this by understanding the business strategy, the customer experience necessary to realize the strategy, and the impact of the technology and process changes to our people
Drives the strategic development of large scale, cross organizational programs
Understands and contributes to the overarching business strategy; bridges the gap between cross functional teams to realize the program vision
Builds cross functional relationships and proactively drives alignment across a diverse set of stakeholder groups
Partners with Experience teams to influence technology and process building that align to Customer Success strategies

Collaborate with Product Architects, Support Engineers and Success Managers to design Delivery models that best suit the customer experience
Ability to adapt communication style and content to necessary audiences ranging from executive leadership to cross functional working groups
Develops program approach and leads the charge to successful delivery
Drives program plan and all related launch activities tied to the Product, Offer and/or Experience launch through our formal stage gate process
Partner with Business Technology and other shared services teams to appropriately staff, prioritize and capacity plan across all programs through the use of agile methodologies
Lead weekly and/or daily team calls to drive program alignment as well as monthly Steerco calls to gain executive buy-in
Successfully bridges the gap between strategy, capacity, content, technology, engineering, support delivery &

Program & Project Management Senior Lead

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