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Customer Care Senior Program Manager
Fox
Los Angeles, CA, United States
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Description
The Customer Care Senior Program Manager must have prior experience with a development and Agile background. Must have experience in providing advanced project management and support for ongoing Customer Care Support programs. On each program/project, the Senior PM is responsible for ensuring that the program is delivered on time, within budget, at a high level of quality. The Senior PM manages internal teams, vendors, and external resources.
Responsibilities
• Manage major Customer Care Support projects (budgeted spend in the range of $500K - $3M):
◦ Conduct feasibility studies and evaluations.
◦ Manage project scope, including requirements definition.
◦ Define project schedule and resource allocation.
◦ Manage project(s) budget and costs.
◦ Manage project communications across the organization.
◦ Manage the determination of appropriate customer support centric solutions (technical, business, and organizational constructs).
◦ Review deliverables, obtain appropriate business approvals, and provide final sign-off for milestones.
◦ Ensure overall project quality.
◦ Integrate results of project into company operations.
◦ Manage Agile team(s) for Customer Care systems development and customization.
◦ Maintain project statuses using Smartsheet.
• Manage program and project portfolio:
◦ Monitor performance, improvement, and enhancement requirements to align with business needs.
◦ Determine scope of work efforts and apportion work into discrete manageable projects.
◦ Ensure that management priorities are followed and that goals are met.
◦ Maintain repeatable project methodology.
• Manage and execute Customer Care Support Center Project:
◦ Collaborate with Customer Care Support Vendor Program Management Team to establish and manage vendor Support Center set up.
◦ Engage with Customer Care systems POCs to ensure Support applications and tools are configured prior to Support Center launch and in ongoing basis for optimizations needs.
◦ Ensure Customer Care Support Center launch readiness for new product offerings, new platform launches, and new network support launches.
Qualifications
• Bachelor's degree or equivalent experience.
• Experience working in Customer Care or Support PMOs.
• Proven knowledge with various IT areas (Architecture, Release Management, Development, QA, End to End testing, etc.).
• 10 years of experience including 6+ years of direct project management experience.
• Experience running Agile projects.
• Experience with application development and testing.
• PMI certification.
• Strong background in implementing large complex projects in a fluid environment.
• Requirements and General Skills:
• Excellent communication and motivation skills, and ability to interact appropriately with senior level colleagues, vendors, and partners.
• Experience delivering enterprise-wide solutions.
• Experience working with a variety of staff, delivery organizations, and partners.
• Be decisive and assertive and show initiative in problem-solving, while at the same time skilled at team-building.
• Experience in a high-volume subscription-based business is a plus.
• Ability to handle multiple tasks in a fast-paced environment.
• Willingness to take initiative and to follow through on projects.
• Strong organizational skills and attention to details.
• Creative writing ability.
• Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast-paced environment.
• Must have legal right to work in the U.S.
• Excellent understanding of and experience with implementation of software applications, including familiarity with data integration issues, production issue remediation, and ongoing operational considerations.
Division Description
Fox Broadcasting Company (FOX), a unit of 21st Century Fox, is home to some of the highest-rated and most acclaimed series on television, including EMPIRE, THE MICK, LETHAL WEAPON, LUCIFER, GOTHAM, THE LAST MAN ON EARTH, NEW GIRL, BROOKLYN NINE-NINE, STAR, THE EXORCIST, THE SIMPSONS, FAMILY GUY, BOB’S BURGERS, HELL’S KITCHEN, MASTERCHEF, MASTERCHEF JUNIOR and SO YOU THINK YOU CAN DANCE; as well as new series THE GIFTED, THE ORVILLE, GHOSTED, BEAT SHAZAM, LOVE CONNECTION and THE F WORD WITH GORDON RAMSAY; and upcoming series LA TO VEGAS, THE RESIDENT and 9-1-1. FOX airs 15 hours of primetime programming a week, as well as major sports and Sunday morning news. Through the FOX NOW app, FOX viewers can watch full episodes of their favorite FOX shows on a variety of digital platforms, while enjoying enhanced interactive and social capabilities around those shows. Download the FOX NOW app at www.fox.com/foxnow. To watch primetime programming live on the web, visit www.fox.com/live. “Like” FOX on Facebook at www.facebook.com/FOXTV and follow the network on Twitter @FOXTV. For additional information about FOX, please visit www.fox.com.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.