The Program Manager will have dual responsibilities that include managing cross-functional programs along with project management of transition initiatives within our Operations Function. Example programs include: Customer Health Management, Quality Assurance, Vendor Management, Continuous Improvement Programs, etc. This role will actively participate in refining the program concept, developing the program, and deploying it across a wide range of team members.
As a Program Manager, you will ensure timely, on budget, and high-quality project deliverables while effectively managing scope, risk, and resources using proven and appropriate PM methodologies (PMI, Waterfall, Agile, etc.).
The Program Manager will join the BTSS Team, reporting to the VP of Business Transformation and Shared Services
Key Responsibilities Include:
▬ Manage a diverse portfolio of programs, defining the program’s value, goals, objectives, and success measurements.
▬ Responsible for the Program’s processes, procedures, user adoption and supporting technologies. Including insight and vision into the future practice, building a schedule to drive continued maturity.
▬ Lead the delivery of complex initiatives with multiple workstreams, including creating project plans, identifying, and tracking key milestones, and communicating progress regularly to stakeholders.
▬ Planning activities, rollouts and implementations, engaging cross functional resources in the process goal achievement.
▬ Improve program management processes including identifying process improvement opportunities across teams and managing input channels such as “voice of the Customer”, user groups or advisory groups to further improve support for Operations efficiency.
▬ Balance competing factors (risk mitigation and issue resolution, dependency management, resource conflicts, etc.) to effectively maximize impact.
▬ Lead regular portfolio reviews with extensive scope, facilitating 50+ person meetings, driving responsibilities actions and outcomes.
▬ Lead SPS project team in delivery of services outlined in signed statement of work while managing and adhering to engagement management and financial management policies.
▬ Communicate project and program status (timelines, milestones, performance metrics, escalations) and risk to relevant stakeholders, teams, and partners, including executives, escalating when appropriate on trade-off decisions.
Support business development activities such as identification, proposal development, and other pursuit activities at clients.
Own financial management of the programs, including tracking and achievements to budget targets.
Competencies:
- Results and detail oriented
- Driven by client satisfaction, with proven track record of diplomacy and ownership
- Excellent presentation and interpersonal skills
- Excellent written and oral communication skills
- Exceptional team building capabilities
- Good at managing through conflicting interests
- Creative and strategic thinking
- Exceptional organizational skills
- Excellent business acumen
Qualifications:
- Minimum of 5-8+ years of experience with large project, program or portfolio management ideally with outsourced services
- Bachelor’s degree required. Preferred degree in: Business, Marketing, Project Management
- Certification in project management disciplines (PMP, Certified BA, and/or Scrum Master, etc) highly desired, or similar level of project management experience
- Experience working at senior levels of leadership & with external partners.
- Enjoys bringing creative thinking and ideas for improvement as a member of the PMO and as a member of cross-functional delivery teams.
- Well established track record of producing high quality results while establishing/maintaining customer relationships at all levels.
- Assertive and collaborative approach, with the ability to drive innovation and change management with virtual and global teams across different time zones.
- Excellent organization and communication skills with the ability to engage, influence, and inspire partners and executives to drive collaboration and alignment.
- Demonstrated ability to plan and manage projects which span Client business, operations and IT disciplines.
- Cross border management experience, working in a multicultural, matrix business environment to deliver projects utilizing globally dispersed resources.
- Although the main hours are Monday-Friday 8-5 EST the position will require a flexible work schedule requiring early or late evening meeting and some weekend work
- Flexible to travel required, however, not on a consistent basis
Be part of our growing team, apply now.
