Business Process Senior Lead

Program Manager

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We are looking for a Program Manager to join our Customer Support Business Operations team to manage and drive changes to the taxonomy across products. It includes taxonomy for new features, new products and maintenance of existing. Taxonomy is key to receive and route the customer cases to right teams / engineers and also helps with capacity planning and scheduling of engineers.

Primary Responsibilities :

• Manage the taxonomy governance and process so the required changes are executed on time
• Effectively manage the change across relevant teams, such as readiness, support delivery, development etc. Communicate about relevant changes in the taxonomy process with the right teams.
• Connect with all product delivery teams with a good understanding of their supported products, features and unique requirements.
• Prioritize the work with the development team, actively participate in UAT so the release quality is high.
• Keep all stakeholders informed of the upcoming changes and also merge the duplicate requests.
• Collaborate with taxonomy change requestors and leadership to align on proposed changes.
• Examine and document ("as-is") business processes used for taxonomy management.
• Define business requirements, create practical specifications and perform fit / gap analysis.
• Partner with business teams to design and document future state ("to-be") processes and business / system requirements.
• Assist in the prioritization of backlog items at both a global and regional level, while managing stakeholder expectations and development team capacity demands.
• Understand and interpret the diverse requirements of stakeholders which may sometimes conflict with other requirements. Negotiate with stakeholders to design solutions that meet overall business needs.
• Critically evaluate information gathered from multiple sources, reconcile conflicts, convert the information to Business Requirement Documents (BRDs).
• Elicit requirements using interviews, document analysis, requirements workshops, surveys, business process descriptions, use cases, scenarios, and other business analysis techniques.
• Facilitate User Acceptance Testing (UAT) by writing test scripts, communicating with testers, and serving as a conduit between the business and DET.
• Understand relevant Salesforce objects, fields and relationships to data. Provide recommendations and alternative approaches for achieving design objectives.
• Lead data governance team and ongoing continuous data maintenance, clean-up, etc.
• Provide references for users by writing and maintaining process documentation and also identify the process improvement opportunities.

Required Skills / Experience :

Preferred Qualifications & Skills :

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