Role Responsibilities

• Build a unified, self-directed team around the program. Develop an environment where the team takes full ownership and responsibility to drive results. Establish goals, roles, and governance structure to lead timely and accurate program delivery across teams, organizations, and partner companies as required.
• Maintain strong knowledge on all customer touchpoints, system interactions, current processes (be seen by the business as a SME).
• Lead the team through the discovery process to determine the project scope (reduce attrition, improve customer experience, drive incremental revenue, reduce operational costs, etc.), and specifically what it is not. Identify and communicate how it fits into the corporate OKRs.
• Identify and assess the qualitative and quantitative impact of the risks to a project; lead the effort to develop appropriate measures to mitigate up front.
• Lead estimation efforts, including resources, duration, timing of efforts, dependencies, and any development requirements.
• Liaise with Product Managers, other organizations (IT, Product, Marketing, Sales, etc.) and other Program Managers to:
  • Prioritize and calendarize required development deliverables to meet Program objectives.
  • Lead business readiness activities to align with the timing of development deliverables.
• Lead work breakdown efforts to determine how many projects will be required and the skill sets for those projects, and create an initial schedule for approval.
• Project coordination and managing project interdependencies (between departments or companies as required).
• Monitor progress of the current program project portfolio.
• Mentor project managers during project planning, project execution, decision-making, and problem-solving.
• Manage issues by calling attention to urgent issues requiring executive input.
• Maintain current project information system (Smartsheets) to keep current for ad-hoc as well as scheduled reviews.
• Develop stakeholder communications plan for the program by determining what will be communicated at what intervals to whom.
• Determine how the team will communicate (email, MS Teams, etc.) and when. Develop regular cadence of meetings, deliverables.
• Develop internal / external communication plans by identifying what needs to be communicated to customers, agents, etc. and when.
• Create repository and gather or develop required documentation for project including PMO required documents.
• Work with program stakeholders on issue and risk management, negotiate and problem solve as necessary throughout the program.
• Align or realign deliverables with program outcomes as necessary to deliver agreed upon outcomes.
• Be the lead representative for entire Customer Experience (account management, collections, retention, lifecycle management, business readiness, etc.) and Customer Care teams (workforce management, monitoring, chat, vendor management, performance management, GSD, billing, DIY, etc.) and maintain tight collaboration with field operations teams.
• Identify opportunities for process improvement in customer engagement lifecycle.

Qualifications and Experience

• Excellent communication skills, both written and verbal, including presentations.
• A deep understanding of the ADT and the security industry.
• A strong analytical mindset that can fluctuate between high level and “being in the weeds.”
• Ability to effectively engage senior leadership and gain stakeholder buy-in; develop and articulate vision and strategy.
• Experience with managing multiple high visibility, complex projects with successful and positive execution/outcomes.
• Proven solution-oriented individual who has successfully developed/deployed project and/or program improvements.
• Bachelor’s degree required.
• 7+ years of customer centric role experience.
• 3+ years of management experience.
• 3+ years of project management experience.
• PMP certification preferred, SAFe agile certification preferred.
• Customer service processes / systems knowledge strongly preferred.
• Up to 20% travel required.

Location

Our office follows a 4 days onsite and 1 day remote schedule

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Build a unified, self-directed team around the program. Develop an environment where the team takes full ownership and responsibility to drive results. Establish goals, roles, and governance structure to lead timely and accurate program delivery across teams, organizations, and partner companies as required.