Sr. Program Manager - Residency Technology Services

About the Role

As a Senior Program Manager for the Residency Technology Services (RTS) team, you will be responsible for owning our delivery process and associated operations. You will be working closely with your team members to ensure that all project requirements, deadlines, and schedules stay on track, while taking a holistic and encompassing remit over the practice from a projects and delivery standpoint. 

Responsibilities include creating and building the function’s Impact Data approach - helping to collect, analyze, and interpret data relating to the value delivered to customers. Other responsibilities include defining and leading processes and methodologies for new RTS offerings, enabling managers on project management methodologies, and building executive reporting around metrics that matter.

Daily activities include risk and issue management, ownership and overview of project deliverables, preparing status reports, tracking impact data, and establishing effective project communication plans as well as the proper execution of said plans.

What You’ll Do:

Internal Delivery Management

• Internal Project Management (management of large RTS initiatives, define and develop new processes/methodologies such as project ownership of Resident Developer Advocate program)
• Responsible for collecting, analyzing, and delivering/presenting impact data. Impact data would focus on understanding the value our projects bring, such as increased consumption, expedited customer maturity, and increased business value, both for the customer and for our internal team.
• Leadership and mentoring of RTS team members via team enablement (how to be a project manager)
• Guidance and support to team as QBR Lead (work with account teams on the RTS pieces of customer QBRs)
• Managing cross-discipline team members to make sure that all parties are on track with project requirements, deadlines, and schedules
• Collaborating with project team members to identify, resolve and communicate regarding challenges/blockers.
• Preparing status reports by gathering, analyzing, and synthesizing relevant information.
• Establish effective project communication plans and ensure their execution.
• Facilitate change requests to ensure that all parties are informed of the impacts on schedule and budget.
• Coordinate with FinOps to align sales pipeline with hiring needs across various global regions.
• Collaborate with RTS management on customer escalation and resolution.

Customer Delivery

• Owning Project initiation/closure and collateral management (kickoff/termination decks, engagement checklists)
• Collecting, analyzing, and interpreting Customer experience information (customer satisfaction, potential customer speaking engagements)
• Managing the development of documents as needed to enable successful implementation and turnover of the process or system to the clients.
• Obtaining customer acceptance of project deliverables.
• Managing customer satisfaction within the project transition period.
• Conduct post-project evaluation and identify successful and unsuccessful project elements.

What You’ll Need:

• 7 years of Project Management experience
• Proven experience in project management. (Agile/SCRUM/PMI)
• Ability to lead project teams of various sizes and see them through to completion.
• Ability to present to and communicate with all management levels of a customer organization.
• Basic understanding of technical architecture and system dependencies.
• Ability to translate complex ideas for broader audiences.
• Experience in professional service realm - DevOps function
• Experience with Professional Services Automation platforms
• Experience in ZenDesk or similar ticketing system
• Able to complete projects in a timely manner.
• Budget management experience.
• Excellent communication skills.
• Strong technical writing capabilities.
• Experience with managing multiple large-scale major technology projects
• Travel up to 40%

#LI-Remote (exclude if not applicable)