Senior Program Manager, NPI and NSI Global Customer Services - Pinnacle

Job Description:
Duties:

• Leads preparation of customer services readiness to support new products and to deliver new services by using cross-functional program management.
• Client is seeking talented individuals with demonstrated program experience, strong business process and process improvement skills, a background in customer support and new services introductions, and who are strong candidates who can be heavily influential in the organization.

Responsibilities and experience include:

• Experienced senior program manager who manages readiness of a large number of functions the global support teams for services readiness, IT/business systems configuration, processes, training, lab equipment, and other areas in support of new product introductions (NPI) and new services introductions (NSI)
• Leads readiness for customer services and support by driving multiple cross-functional teams, including product management, technical support, IT, Engineering.
• Drives development of program scope, schedules, stakeholder list, process, plans and execution with multiple functions in a fast-paced. collaborative environment.
• Identifies and manages risks, demonstrates strong problem-solving skills, drives strategy decisions, uses outstanding verbal and written communication skills to influence all management levels.
• Uses experience in service and support and New Product Introductions and New Services Introductions, to organize and manage projects to meet business objectives.
• Demonstrates outstanding ownership and dedication, strong leadership for guiding and influencing at levels from peers to executive leadership.
• Drives continuous improvement and innovation, demonstrates flexibility and adaptability.

Skills:
Work Experience:

• Minimum 10 years’ experience in technology, preferably field engineering or technical support, with at least 5 years’ experience in new products, related engineering, or program management role or technical program management role.

Certifications/Accreditations:

• PMP preferred
• ITIL or Lean Six Sigma certifications desired

Key Competencies:

• Technical skills & knowledge: Familiarity with supporting the following technologies: Cybersecurity, network security, or cloud technologies.
• Experience with SaaS is desired.
• Other abilities: Analytical, customer service orientation, functional job knowledge, initiative, judgment/decisiveness, negotiation, organizational agility, planning & organizing, and strong communication skills.

Travel:

• As required, up to 10%
• Must work West Coast hours.

Education:

• Education level: Bachelor's degree in a technical field or equivalent experience in a software or hardware support environment.

Certifications & Licenses:

• Certifications/Accreditations
• PMP

Required Skills:

• Project management
• New product introduction
• Program management
• Business process flow

Additional Skills:

• Customer Support
• NPI
• Technical support
• Customer service
• Problem-solving
• Network security
• ITIL
• Business process improvement
• Software as a service
• Six-sigma
• PMP
• Customer Service Oriented

Languages:

• English ( Speak, Read, Write )

Note:

#LI-KW

Pay Range: $90 - $100

The specific compensation for this position will be determined by a number of factors, including the scope, complexity and location of the role as well as the cost of labor in the market; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits including medical, dental, vision and 401K contributions as well as any other PTO, sick leave, and other benefits mandated by appliable state or localities where you reside or work.