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Program Manager
Freedom Mortgage
Marlton, NJ, United States
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Digital Experience & Platforms (DXP) Program Manager, plays a critical role in the creation of the digital customer experience strategy and roadmap. Will assist in the day-to-day activities of the project(s) from strategy to execution of the roadmap, oversee implementation projects, and provide periodic updates to key stakeholders. This cross-functional position achieves results through hands-on facilitation and collaboration with key stakeholders from across the company. Will require extreme attention to detail while also being able to take a broad view of trends/connections to ensure a seamless delivery of projects and maximization of resources/investments. Has a passion for team building and achieving a market leading digital experience.
Essential Job Functions may include:
• Ability to coordinate multiple project teams and project managers to ensure overall program success
• Responsible for maintaining the overall Marketing BOW and budget with EMPO and IT
• Lead all Digital RFC’s & overall SPOC with IT Release Management, including release calendar and documentation
• Ability to make connections, identify gaps and make recommendations for program success, as well as, business process improvement.
• Strong facilitation skills; ability to adapt approach to different types of engagements and styles to ensure team success
• Agile experience is required (scrum, user stories, backlogs, risks, issues and development of MVP and phasing)
• Lead and coordinate QA testing on key installs
• Lead all operational support with IT DOC including BCP
• SPOC for Digital Marketing tech stack access management (permissions, controls and documentation including vendor partners)
Other Related Duties:
Performs other related duties as assigned.
Supervisory Responsibilities:
Manages staff and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.
Education and/or Experience:
Preferred BA in Business, Marketing or related field
10+ years of related experience; at least 2 years in a similar role as a Program Manager or Project Manager.
1-3 years of experience in customer experience or digital experience roles.
Prior experience overseeing a portfolio of projects of various sizes.
Prior experience working with Agile web development teams to deliver online solutions.
Prior experience creating/supporting the creation of project plans and capability roadmaps and budgets
Knowledgeable in the Agile development process and concepts.
Ability to collaborate with other business units and stakeholders.
Ability to communicate and influence effectively across all levels, including members of the executive team.
Proficient with Microsoft Office toolset (e.g., Excel, Word, PowerPoint), Sharepoint, JIRA, & Workfront
Licensing/Certification/Registration:
Preferred certifications include:
Agile Certified Product Manager and Product Owner (ACPMPO)
Certified Product Manager (CPM)
Project Management Professional (PMP)
Language Skills:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Mathematical Skills:
Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.
Reasoning Ability:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Personal/Organizational Contacts:
Regular and substantial contact with others. Contacts usually involve discussions related to policies and programs. Handles sensitive, complex, and/or confidential information.
Customer Service Relationships:
Assesses and diffuses problem situations and requires influencing others to reach consensus. Requires tact and diplomacy to handle difficult customer relationships. Explores alternatives and creative solutions to meeting the needs of customers.
Work Complexity:
Tasks are multiple and diverse with some interrelationship across processes. Work requires the direct application of a variety of procedures, policies and/or precedents.