Program Manager, Customer Service

At Wizards of the Coast, we connect people around the world through play and imagination. From our genre-defining games like Magic: The Gathering® and Dungeons & Dragons® to our growing multiverse, we continue to innovate and build new ways to foster friendship and connection. That’s where you come in! Are you searching for a program management role that supports and supervises the projects and products for a fast-paced, organization? From our genre defining games like Magic: The Gathering® and Dungeons & Dragons® to legendary brands like Monopoly®, Star Wars®, and Transformers®, Hasbro continues to innovate and build new ways to foster fun, friendship, and connection. We are looking for an expert, meticulous Program Manager who is excited to help us manage our products and grow our team. That’s where you come in! We are seeking a strategic-minded Program Manager ! This very exciting opportunity will be responsible for coordinating multiple team initiatives through their entire lifecycles. This role will also be the primary owner for our internal products. The Program Manager will ensure the alignment and collaboration of internal/external partners, lead relations and dependencies, provide guidance on program goals, optimize resource utilization, and build effective mechanisms for creating visibility and accountability across the team. If you are a strong communicator who is passionate about building strong internal and external business partnerships that unlock dynamic team growth and optimization, then this is a job that you will love. What you’ll do: Build and lead multiple concurrent project plans for software development projects of various levels of scope and complexity. Maintain the yearly roadmap for all of Hasbro Consumer Care. Partner with the team to define the strategic vision for each program/project and align the program goals with organization objectives and long-term goals. Act as Product Owner for internal products. Estimate future work and continuously improve estimation process to improve accuracy. Coordinate multiple partners needs with production schedules. Track progress, supervise achievements, and ensure timely delivery. Communicate project status to peers and leadership. Coordinate and lead teams' Monthly Programs Reviews, Annual Planning activities and Weekly Business Reviews. Create a partner focused development cycle to inform and build relationships across the business. Work with external vendors to review and implement the best new technology options for the team and then work with internal business partners to implement them. Work with Consumer Care management to ensure that monthly/yearly costs for programs and products stay within budget. What you'll bring: 3+ years program or project management experience. 3+ years in the Consumer Care or customer service industry. Experience owning program strategy and end to end delivery. Experience crafting multiple dependent roadmaps. Experience landing projects on time and under budget. Experience running sprints and proficiency with project management software, especially JIRA/Atlassian tools. Experience using data and metrics to identify and drive improvements. Strong collaboration and communication skills Experience working with and managing budgets is preferred. Knowledge of Hasbro or Wizards of the Coast products is preferred. Knowledge of MS Office applications (Word, Excel, Outlook, Teams and PowerPoint). Knowledge of enterprise level applications (JIRA, Power Bi), customer service support applications (Surveys, Chat) and CRM systems such as Zendesk, Oracle and Salesforce. A highly motivated, team-first disposition, and the ability to communicate clearly to all levels of staff and management. You have strong organization skills and can lead aspects of multiple projects and schedules. Compensation Range, Currency USD: Starting Pay Range: $82,560 Pay Range End: $143,400 #Wizards We are an Equal Opportunity / Affirmative Action Employer The above is intended to describe the general content of and the requirements for satisfactory performance in this position. It is not to be construed as an exhaustive statement of the duties, responsibilities, or requirements of the position. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. If you are selected to move forward in our application process and need to request an accommodation, please let your recruiter or coordinator know. In compliance with local law, we are disclosing the compensation range for this role. The range listed is just one component of Wizards of the Coast’s total compensation package for employees. Employees may also be eligible for annual and long-term incentives. In addition, Wizards of the Coast provides a variety of benefits to employees. Here’s a look at what your benefits package may include: Medical, Dental & Vision Insurance, Paid Vacation Time & Holidays, Generous 401(k) match, Paid Parental Leave, Volunteer Program, Employee Giving & Matching Gifts Programs, Tuition Reimbursement, Product Discounts, and more. #Wizards