Program Manager

Job description

Key Responsibilities

Take responsibility for platform migrations across the global Office Product Group, this includes collaborating with crossfunctional teams on roadmap strategy planning and execution of 100 different services

Utilize Machine Learning tools to streamline customer interactions reduce initial support case response times and provide scalable selfhelp solutions

Lead initiatives focused on reducing case volume improving customer satisfaction and accelerating case closure times

Work closely with global teams including engineering product and support functions to ensure the successful execution of cloud migration projects and continuous improvement of customer support solutions

Facilitate weekly syncs with leadership teams Delivery Partners and Product Group teams to drive strategic initiatives

Required Qualifications

Proven experience in managing customer support or technical support functions

Excellent analytical skills with the ability to interpret complex data and generate actionable insights

Experience working in fastpaced global crossfunctional environments

Strong communication skills including the ability to lead crossfunctional meetings present findings to leadership and collaborate effectively with technical and nontechnical teams

Skills Competencies

Data driven decision making

Strong problemsolving and analytical abilities

Excellent project management and organizational skills

Technical expertise in cloud infrastructure and migration

Leadership and team collaboration

Proficient in using data analytics tools and platforms eg Power BI SQL Kusto ADO

Skills

Mandatory Skills : Resource Management,Stakeholder Management,Benefits Management,Quality Management,Project Planning,Scope & Change Management,Schedule Management,Project Financial Management,Risk / Crisis Management,Project Governance