What You Will Be Doing
The Program Manager will oversee internal Customer Support programs, provide escalated support to internal and external customers for all ChargePoint product lines and initiatives.
This position requires the ability to take initiative, research and solve problems, independently and in collaboration with other teams.
This position handles and is expected to protect all internal confidential information and may need to utilize discretion and judgement based on company policies and procedures.
Responsible for Customer Support programs / projects specific to corporate change initiatives that have significant impact on how the company does business.
Collaborates with Support management and internal company resources to set performance objectives and goals.
Responsible for ensuring successful completion of projects and program objectives.
Serves as primary contact to senior department managers for critical change initiatives.
Communicates, influences and negotiates both vertically and horizontally to obtain or leverage necessary resources.
Creates a clear, coherent approach to guide effective program / initiative setup, execution, and control.
Ensures clearly defined responsibilities and accountabilities for key program / project roles.
Develop, maintain, and report on an overall integrated delivery plan.
Works closely with numerous business partners including technology, learning, contact center leaders and others on changes with people, process and technology.
Develop daily, weekly and monthly status reports for management and put processes into place that will ensure program objectives are met.
Excellent project management skills, including the ability to prioritize work and meet deadlines.
Strong business centric mindset with ability to utilize sound business judgment and tailor approach to drive optimal business outcomes.
Leadership experience with small to mid-size teams.
Bachelor’s degree in a business or technology related field or equivalent combination of education and experience.
3+ years’ experience in a Support environment focused on technical support, hardware and / or software, with increasing responsibilities including supervision experience.
Demonstrated skills in leadership, negotiation, problem solving, conflict management, planning, and delegating.
Strong knowledge of Microsoft Office products, familiar with Salesforce, CRM and case management systems.
Experienced with gathering business requirements, removing ambiguity and working with the team to create clear plans, project artifacts such as user stories with attention to detail and crisp acceptance criteria.
Excellent communication, leadership, problem solving and analytical skills.
Experience working in a team-oriented, collaborative environment.
Ability to multitask and prioritize projects to meet deadlines.
Excellent verbal and written communication skills.
Strong interpersonal / communication skills.
Ability to travel (domestic & international), up to 20%.