QualificationsProject managementAnalysis skillsCustomer supportCommunication skillsPMP
Enterprise Operations Program Manager Responsibilities:
Leverage quantitative and qualitative data to help shape product development cycles
Act as a Workplace product pillar owner within the Enterprise Operations team
Collaborate with product, design, and engineering teams to ship new, impactful features by authoring support specs, defining support tooling requirements, and coordinating support readiness
Stay up-to-date on all new features, and be fully aware of the product roadmap and product sprint cycles
Support product feature launches, develop and maintain documentation and trainings
Responsible for driving operational excellence by improving support processes and removing issues at source for all aspects of a given product area
Own support processes for issues which arise in their product pillar
Assist on complex bugs and work with the Product team to gather information about outages and product related escalations
Initiate concurrent projects from as early as the ideation, and oversee rollout to completion
Project manage key support initiatives to improve the customer support experience
Perform on-call duties as needed
Minimum Qualifications:
Experience in an operational role delivering or enabling customer support (or a related function)
Experience in project management
Experience using operational metrics to prioritize work, influence decisions, and compel action
Preferred Qualifications:
Project Management certification (i.e. PMP)
Escalation managing complex escalations requiring both quality and timely decision making skills
Experience in ensuring an effortless support experience
Experience monitoring or managing performance of outsourced vendor teams
Exhibit a balance of analytical and interpersonal skills which serves a variety of audiences, both internal and external
Excellent communicator with the experience to clearly explain complex technical products to a various audience
Superior communication skills, including development of presentations
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