Program Manager- CCaaS
- Sprinklr
- 5 - 10 years
- Noida, Gurugram
- 9 months ago
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Job Description
Successful value-driven Sprinklr implementations start with us. we're looking for an experienced Global Program M anager to help provide premium services to our global customer base. As a member of our team, you'll support customers through the initial stages of their Sprinklr journey and work with a team of passionate internal consultants, solutions designers, analytics experts, as well as sales and service delivery leaders to make it happen.
About the Role:
We are seeking a highly skilled and experienced Global Program Manager to lead the large-scale, complex global rollout of Sprinklr SaaS CCaaS products. The ideal candidate will have a proven track record in managing global programs, excellent leadership skills, and the ability to drive cross-functional teams towards successful project delivery.
Key Responsibilities:
- Program Leadership: Oversee the planning, execution, and delivery of the global rollout of Sprinklr SaaS CCaaS products, ensuring alignment with strategic objectives.
- Stakeholder Management: Engage with key stakeholders, including senior management, clients, and cross-functional teams, to ensure clear communication and alignment on program goals and progress.
- Resource Management: Allocate , coordinate and manage resources across different regions and functions effectively to ensure timely delivery of program milestones.
- Risk Management: Identify, assess, and mitigate risks associated with the program to ensure smooth execution.
- Performance Tracking: Monitor program performance using appropriate systems, tools, and techniques; report on progress, issues, and risks to stakeholders.
- Continuous Improvement: Implement best practices and continuous improvement initiatives to enhance program efficiency and effectiveness.
- Compliance: Ensure all program activities comply with relevant regulations, standards, and organizational policies.
- Financial Management: Manage program budgets, monitor expenditures, and ensure financial targets are met.
- Mentorship : Supervise and mentor program teams, providing guidance and support to ensure project success.
Experience and Qualifications:
- Education: Bachelors degree in business administration , Project Management, Information Technology, or a related field is preferred.
- Experience: Minimum of 7-10 years of experience in program management, with at least 5 years managing large-scale, global programs.
- Certifications: PMP, PMI-ACP, or equivalent program management certification is highly desirable.
- Technical Skills: Strong understanding of SaaS and CCaaS products technology . (Salesforce, ServiceNow, Avaya, Cisco, Genysis etc)
- Leadership Skills: Proven ability to lead and motivate cross-functional teams in a global, matrixed environment.
- Communication Skills: Excellent verbal and written communication skills, with the ability to present complex information clearly and concisely to various audiences.
- Analytical Skills: Strong problem-solving and analytical skills, with the ability to make data-driven decisions.
- Adaptability: Ability to adapt to changing priorities and work effectively in a fast-paced, dynamic environment.
- Negotiation Conflict Management: Experience in negotiation and conflict resolution to manage stakeholder expectations and drive consensus.
Key Performance Indicators (KPIs):
- On-Time Delivery: Percentage of program milestones delivered on or before the scheduled date.
- Budget Adherence: Percentage of program budget adherence, ensuring costs do not exceed allocated budget.
- Stakeholder Satisfaction: Stakeholder satisfaction scores based on feedback from clients, senior management, and team members.
- Risk Mitigation: Number of identified risks successfully mitigated or managed without impacting program delivery.
- Resource Utilization: Efficiency of resource allocation and utilization, ensuring optimal use of available resources.
- Quality of Deliverables: Quality assessment scores of program deliverables, ensuring they meet or exceed defined standards.
- Team Performance: Performance metrics for cross-functional teams, including productivity and collaboration effectiveness.
- Continuous Improvement: Implementation of process improvements and best practices, measured by the number of initiatives successfully adopted.
Desired Soft Skills:
- Emotional Intelligence: Ability to understand and manage your own emotions, and those of others, to foster a positive work environment.
- Collaboration: Strong team player with the ability to work effectively with diverse teams across different geographies.
- Conflict Resolution: Skilled in resolving conflicts and negotiating win-win solutions.
- Time Management: Excellent organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
- Critical Thinking: Ability to think critically and creatively to solve complex problems.
- Resilience: Ability to remain calm and focused under pressure, and to bounce back from setbacks.
- Cultural Sensitivity: Awareness and respect for cultural differences, with the ability to work effectively in a global context.
Why Join Us
- Opportunity to lead a high-impact global program.
- Collaborative and inclusive work environment.
- Competitive salary and benefits package.
- Professional development and growth opportunities.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Project & Program Management, Role Category: Technology / ITRole: Program Manager - Technology / ITEmployement Type: Full timeContact Details:
Company: SprinklrLocation(s): Noida, Gurugram+ View Contact
Keyskills: Project management Resource allocation Customer experience management microsoft Resource management Continuous improvement Risk management Information technology Enterprise software Risk mitigation
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