Process Program Manager

• Process Management: Accountable for end-to-end process performance by executing compliant processes and controls, anticipating and logging risk, and documenting process flows, systems, and requirements
• Provides data, research, and assessment results to enable an enterprise view of the process and inform decision-making
• Monitors metrics and KPIs, performs analysis and benchmarking, and identifies opportunities to improve efficiency, customer experience, and cost
• Facilitates stakeholder collaboration and change management efforts, applying process improvement methodologies (e.g., Lean, Six Sigma), AI and compiling business cases and feedback to drive continuous optimization
• Business Program Planning and Design: Performs program landscape research and analysis, forecasting, and examines business trends (e.g., customer feedback and expectations) to identify audience size and program scope, and stay current, agile, and competitive
• Understands overall business goals, objectives, and strategies, as well as short- and long-term business priorities
• Understands and identifies current program risks, impact, and mitigation plans
• Identifies and scopes opportunities to improve current programs
• Identifies and provides solutions to root problems, defines the program strategy, gathers program requirements, identifies resource needs, creates the project plan and targets, and works across teams to align on the plan of record
• Drives clarity in complex program issues and strives for simplification
• Works with cross-functional stakeholders to design compliant, complex programs from initiation to delivery with minimal coaching
• Produces collateral (e.g., proposals, strategy walking deck, internal and external pitch content) to incorporate stakeholder needs and ensure the business objectives are met
• Defines and tracks the success criteria and performance metrics and Key Performance Indicators [KPIs], such as quality, adoption, usage, impact, and effectiveness for the program
• Business Program Management: Contributes to or leads a portfolio of projects including the project plan, timelines, milestones, financial management, performance metrics, and/or resource needs for complex programs
• Communicates the program status and risk to relevant stakeholders and holds them accountable for following the established schedule, risk mitigation plans, and processes
• Business Program Excellence and Execution: Defines and executes on landing change management plans
• Leads the rhythm of business (ROB) during plan execution to ensure participants and stakeholders are communicating and responding according to the necessary cadence
• Works across teams to ensure all program requirements are understood and can be met
• Enables execution teams as program subject matter experts to resolve complex Customer scenarios
• Business Program Evaluation and Improvement: Conducts cost-benefit analyses to examine performance to value drivers
• Contributes to monthly business review (MBR) and runs rhythms regularly to identify what is working and what is not, and makes improvements accordingly
• Collects and evaluates success criteria and performance metrics, Key Performance Indicators [KPIs], and customer feedback, and uses scorecards and dashboards to monitor complex programs and ensure all activities align with business and program objectives
• Uses data analytics to derive insights and training that help identify current and future program risks and mitigation plans, as well as opportunities to streamline and optimize programs based on lessons learned
• Utilizes direction and strategy from leadership regarding business area of expertise in order to help create and execute plans that shift current priorities to new organizational initiatives and objectives, and influences others to change behavior accordingly
• Defines vision and strategy for change, broad and specific impact, and the flow of communication to the organization
• Ensures buy in and adoption of the new program or change by others in the organization
• Develops the collateral required to enable key stakeholders and others to be on board
• Contributes to the training, reskilling, and mapping of individuals in partnership with Human Resources (HR)

Bachelor's Degree in Business, Operations, Finance or related field AND work experience in operations, program management, project management or process management OR equivalent experience.

• Experience working in a customer service environment and in a large matrixed multinational company
• Experience with Microsoft Volume Licensing concepts (specifically EA & MCAE), including contracts, quotes and invoices, as well as evaluation and review of complex proposals, agreements, and amendments
• Experience in continuous improvement methodologies such as Lean, Six Sigma, or Kaizen, with a proven track record of implementing process enhancements
• Ability to develop creative solutions to complex problems by applying knowledge and judgment to identify approach and methods
• Demonstrated impact and influence skills, including cross-boundary collaboration and the ability to build solid relationships with individuals at all levels
• Ability to manage sensitive, business impacting information, and closely control dissemination
• Confidence in self and organization, and a ‘can-do’ attitude in the face of change and ambiguity
• Data analytics and business insights skills, with the ability to derive actionable recommendations from complex datasets
• Demonstrated impact and influence skills, including cross-boundary collaboration and the ability to build solid relationships with individuals at all levels
• Ability to manage sensitive, business impacting information, and closely control dissemination.