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Position : Senior Program Manager
Location : SFO, CA (Remote)
Duration : Long Term
Remote (But Client needs people who are in PST only)
Responsibilities:
- The Senior Program Manager impacts the direction and resource allocation for programs or services.
- They autonomously solve unique and complex problems with broad impact on the business, requiring conceptual and innovative thinking to develop and apply solutions.
- Embed and mature program ceremonies, forums and key practices towards predictable value release – aligned to an industry standard (see standard below)
- Establish closed feedback loops (CS x AI team layer and program layer) including leveraging data
- Cross-functional alignment practices within the Transformation Outcome Team (e.g. Service Design, Atrium, Airbnb Virtual Agent, Agent Assist Tools, Routing Optimization)
- Capacity management and resource allocation processes
- Embed OKR discipline (aligned to the CS balanced scorecard and 2024 governance operating system)
- They are responsible for the coordination of information to ensure ongoing process or program execution.
- They may also be required to work closely with other heads of departments to build and refine tools, systems, and processes.
Skills: Qualifications:
- The role requires years of formal education (e.g., university or college degree), or equivalent work experience.
- It requires in-depth and/or breadth of expertise in their own job field and broad knowledge of related areas of expertise.
- The role requires knowledge of processes, standards, and procedures essential to complete operational or customer services, typically acquired through on-the-job training, experiential learning, and/or specialized training.
- The Senior Program Manager should have developed specialized skills or be multi-skilled through job-related training and considerable on-the-job experience.
Key focus areas:
- Target architecture blueprint (ensuring scope is matched to the target platform architecture)
- Program management tooling (unified, one source of truth) – including alignment with CS PMO standards
- Embed and mature ceremonies – tailored to suit CS x AI team context – examples include: XFN planning (big room format), backlog grooming, prioritization, solution showcase, risk and issue management and retrospectives.
- ature scope management, including scope laddering to a parent epic, consistent terminology, unified release plan and alignment with key objectives
- Mature risk and issue management processes (processes to surface, mitigate and share learnings)
- Establish a common language: scope management work breakdown structure, estimation processes, etc.
- Embed a continuous improvement rhythm (retrospectives, data culture, etc.)
Thanks & Regards…
G Naveen Kumar
Email : [email protected]
Surya Systems, Inc
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