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Profile: Program Manager IV-IN
Skillset: Prior customer success or sales operations – business operations experience – managing programs around churn, customer retention and growth .
Job Profile Summary
Lead a program or multiple projects from start to finish. Inspires confidence in the team, senior management, and the business community implementing the project solution. Leads efforts to improve existing processes or programs and designs new systems or processes as required.
Career Level Summary
- Requires in-depth conceptual and practical knowledge in own job discipline and basic knowledge of related job disciplines
- Solves complex problems
- Works independently, receives minimal guidance
- May lead projects or project steps within a broader project or may have accountability for ongoing activities or objectives
- Acts as a resource for colleagues with less experience
- Level at which career may stabilize for many years or until retirement
Critical Competencies
- Excellence: Exceeds expectations by consistently demonstrating accountability, discipline, high performance, and a proven track record of exceptional results.
- Customer-driven: Prioritizes customer needs and satisfaction through collaborative and proactive problem-solving, and an unwavering commitment to customer success.
- Expertise: Possesses deep understanding of customer needs and continually grows and enhances skills to provide customer-focused solutions.
- Agility: Quickly adapts and responds to dynamic customer needs and expectations through innovative solutions.
- Compassion: Cultivates a positive and supportive environment to effectively work together towards a common goal, fostering trust within Rackspace and with external stakeholders.
Key Responsibilities
- Planning and execution of a highly complex dedicated program or multiple, highly complex, projects.
- Reviewing and fully understanding all program/project requirements (business and technical).
- Collaborating with internal stakeholders as well as coordinating across functions, internally and externally, to ensure delivery within scope, budget, and schedule.
- Developing and documenting business processes. Evaluating business processes and identifying areas where efficiencies may be gained. Developing and implementing solutions to gain efficiencies.
Education
- Bachelor's Degree required, preferably in field related to role. At the manager’s discretion, additional relevant experience may substitute degree requirement
- Project certification a plus (PMP, Six Sigma, etc.)
- Experience on Customer Success or Sales
Experience and Skills
- 8 -12 years of experience in the field of role required
- Budget Management
- Business Analytics
- Coaching/Counseling
- Defect Management
- Delivery Management
- Financial Acumen
- Jira Software Skills
- Leadership
- Negotiation Skills
- People Management
- Presentation Building
- Public Speaking
- Process Improvement
- Project Management
- Risk Assessment/Management
- Stakeholder Management (external/internal)
- Technical Acumen
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