Senior Program Manager- Strategy and Operations (Open)

Job Description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.Job CategoryCustomer Success Group Job DetailsJob DescriptionCJob DescriptionWe re seeking an energetic, creative and execution-focused individual committed to learning MuleSoft s customer support & business processes while being responsible for driving various programs, projects and milestones to achieve strategic goals. In addition, the candidate will support the MuleSoft Support team with change management aspects of our transformation initiatives, proactively identify process improvements and opportunities for automation, and own and execute on the team s communication, Voice of the Customer and marketing strategies. This person must be able to effectively manage project impact for the Support team, be extremely detail-oriented and communicate effectively across all levels of the organization, helping drive decision-making around scope, timing and quality of initiatives. You are a Jack/Jane of all trades, a program management ninja, with experience in establishing communication strategy, has a flair for generating creative marketing ideas to amplify our team brand, and cares deeply about fostering team culture. This role joins the Support Strategy & Operations team reporting to the Sr. Director and is a critical position in supporting MuleSoft s continuing growth.Responsibilities:Manage and own programs that impact Support processes, team culture, communications, Voice of the Customer, and team marketing & branding.Maintains an overall view of the team s strategic roadmap to ensure planning and execution of initiatives are aligned against the organization s vision and priorities.Capture project scope and achieve agreement on deliverables and completion dates in partnership with various business stakeholders.Create and manage project plans, monitor progress and timelines, identify and resolve risks to ensure success, escalating to management as appropriate.Manage day-to-day execution of project implementations. Assist with the planning, tracking, documentation and status updates for the projects. This includes vendor management.Gather detailed project/change requirements with sound understanding of global business impact.Exercise solid project leadership skills combined with strong business acumen and in-depth analytical skills.Facilitate requirements gathering and assist with the creation of project deliverables, as needed.Facilitate review sessions and status meetings with internal stakeholders.Participate in end-to-end implementation planning including project management, issue management, communication and change management. Have oversight in the successful adoption of the changes within the organization.Timely and effective communications to stakeholders on project progress and go-live announcements.Prepare user documentation and training documentation as necessary.Leverage business knowledge and expertise to drive business process improvements.Have difficult conversations regarding budget, resources and timeline and formally capture and communicate outcomes of those meetings.Establish strong and trusted relationships with business stakeholders and technical partners.Required Skills/Experience:5 years of Project/Program Management experience in innovative, high-tech industry, with a proven ability to lead and deliver on strategic and tactical business objectives. Experience working in a Customer/Technical Support organization is a plus.Consultative approach, including ability to analyze and translate internal/external customer needs into technical requirements and process flows for consumption by the technical team.Strong organizational skills, attention to detail, and ability to prioritize a varied workload with multiple stakeholders and shifting demands.Demonstrate strong problem solving skills, process-driven mindset, resourcefulness and ability to meet responsibilities with minimal direct supervision.Advanced ability to manage stakeholder expectations by understanding stakeholder needs, determining alternatives to meet requirements and communicating appropriately.Has experience setting both the internal and external communication strategies for a large organization. Have the ability to draft communications at the executive level.Strong understanding of Customer Experience research and design.Has previously established a Voice of the Customer program delivering actionable business insights, ownership of NPS and CSAT, managing a Customer Advisory Board, and developed customer stories from the insights youve collected.Excellent verbal and written communication as well as receptive listening skills, with the ability to present complex ideas in a clear, concise fashion to technical and non-technical audiences at all levels.Accountable team player with a constructive attitude, problem-solving and customer success mindset able to work effectively in a fast-paced environment with a geographically dispersed team.Ability to recommend process improvement ideas and put them into action.A keen ability to support cross-functional projects and decisions. Gets energized from working within a team and cross-functionally to achieve the companys goals.Thrives on working under pressure in a dynamic environment and stays flexible through organizational growth and change.Technical background with an ability to understand various MuleSoft and Salesforce offerings and product features.Bachelors degree in Business Administration and/or Information Technology or equivalent experience.Six Sigma and/or Project Management certified.Experience and working knowledge with MS Office and Google Apps for Work productivity tools.Salesforce Admin Certified or Salesforce platform and applications experience a plus.Accommodations - If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.Posting StatementAt Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesfore.com or Salesforce.org.Salesforce welcomes all.,

Keyskills :
voice of the customeragileequal employment opportunityms officedeliverymanagementstrong business acumenprogram managementbudgetingstatements of work sowgoogle app