Director Program Management, Global Technical Support Salesforce San Francisco

Job Description
This role will be responsible for driving the various projects, milestones, and organizational change management to achieve the goals. This will include, but not be limited to: negotiating and managing consensus on priorities, timing, rollout, and change management across multiple organizations and stakeholders. They must be able to effectively manage the impact to Support, be detailed oriented and communicate effectively across all levels of the organization. YOUR IMPACT: * Captures the project scope and achieve agreement on project deliverables and completion dates in partnership with various stakeholders.
Responsible for prioritizing projects to deliver on department's business goals and vision * Responsible for managing issues and risks around missing timeline, testing and escalating to management as appropriate * Responsible for identifying, testing and rolling out new product features, tools and solutions across entire support organization including Telephony, Chat, Portal enhancements, workforce management etc * Identify gaps to drive improvements around global processes (information/case flow, change management, security, operations); includes defining a training plan around process misses * Responsible for maintaining a Business Continuity Program (BCP) for Technical support across all locations * Identify opportunities to increase case deflection by enhancing Portal. Oversee the Top case drivers program to identify product gaps in partnership with support delivery * Sustain strong and trusted relationships with business partners

MINIMUM REQUIREMENTS: * Bachelor degree with at least 10+ years experience * Established leader in Program Management with history of innovation in high tech industry, proven ability to deliver on strategic and tactical business objectives * Ability to communicate effectively at all levels * Ability to work effectively with a geographically dispersed team PREFERRED REQUIREMENTS: * Technical background with an ability to understand various salesforce offerings and product features at a high level * MBA or advanced degree * Experience with salesforce

Enter your email address:

Refer This Job To Your Friends And Help Them To Find Jobs!