Senior Program Manager for Product Operations

Location : Poland

Job Type : Full-Time

Company Overview:

At Vonage we are revolutionizing customer and employee engagement through a unified intelligent and omni-channel platform that empowers exceptional customer and employee experiences. Our cutting-edge Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) solutions deliver seamless integration advanced omnichannel communications capabilities and next-generation technology to meet the evolving demands of businesses worldwide. We are committed to driving transformation by providing innovative customer-centric solutions that enable organizations to engage interact and deliver personalized service at scale.

As a rapidly growing software company we are looking for a Senior Program Manager to join our product management organization to lead complex cross-functional product launch and other key product operations projects.

Role Overview : The Program Manager (Product Operations) will be responsible for implementing processes tools and best practices that enhance the team's ability to deliver and launch world-class products efficiently. You will also support various initiatives related to product planning cycles cross functional collaboration providing alignment with the company’s long-term product objectives.

This individual will play a critical role in Product Lifecycle Management ensuring the successful delivery launch and sunsetting of multiple interdependent product lines that are central to our business strategy.

Key Responsibilities :

• Program Leadership : Manage and lead cross-functional teams (product engineering marketing sales and support) to successfully launch and deliver SaaS solutions particularly within CCaaS UCaaS and AI domains ensuring alignment with business objectives and customer needs.

• End-to-End Delivery : Own the end-to-end lifecycle of complex SaaS product delivery and launch of SaaS solutions from planning and scoping to execution and post-launch support ensuring timely and quality delivery

• Stakeholder Management : Collaborate with executive leadership product management engineering sales marketing support and other key stakeholders to define and refine program goals scope timelines and key performance indicators (KPIs).

• Risk & Issue Management : Identify assess and mitigate program risks and issues that could impact timelines or quality. Proactively develop contingency plans and communicate status to leadership.

• Product Roadmap Alignment : Ensure program deliverables align with the overall product roadmap helping prioritize launch and delivery of  multiple quarterly releases to ensure the long term objectives are met.

• Metrics & Reporting : Establish and track program performance metrics deliver regular status updates and present reports to senior management. Analyze data to recommend process and financial improvements.

• Cross-Functional Collaboration : Build strong relationships with various teams including Engineering Sales Marketing and Support to ensure seamless product rollouts and ongoing product optimization.

• Product Initiatives: Lead special projects and cross-functional product initiatives such as process improvements systems implementations or strategic growth initiatives as assigned by Product Leadership.

Qualifications :

• Experience :

  • Minimum 5 years of experience managing large complex SaaS-based programs preferably in CCaaS UCaaS AI or related industries.

  • Proven track record of launching and delivering SaaS solutions at scale working with agile methodologies (Scrum Kanban etc.).

  • Strong experience managing cross-functional teams and collaborating across engineering product sales marketing and other internal stakeholders.

  • Experience in operational aspects of a SaaS (CCaaS UCaaS AI etc) products i.e. LBGUPS (Learn Buy Get Use Pay and Support) process flows.

  • Experience with leading cross functional process improvement efforts using methodologies such as Lean/Six Sigma.

  • Experience developing launching and managing the change management efforts associated with new product launch frameworks and processes.

• Technical Expertise :

  • Strong understanding of product management processes methodologies and best practices.

  • Knowledge of quote to cash flows and systems that are involved at each step of LBGUPS process flow.

  • Experience working with Product Analysts in creating reports and dashboards measuring program outcomes and KPIs

  • Experience working in tools such as Jira Confluence or similar project management software.

  • Comfortable navigating technical discussions and able to communicate effectively with engineering teams.

• Leadership Skills :

  • Strong leadership and interpersonal skills with the ability to influence without direct authority.

  • Experience working with senior leadership to drive business goals and deliver on strategic initiatives.

• Problem-Solving and Analytical Skills :

  • Excellent problem-solving decision-making and analytical skills.

  • Ability to manage competing priorities and deliver results in a fast-paced dynamic environment.

  • Ability to Identify assess and mitigate program risks. Proactively develop contingency plans with the program team while maintaining timely status updates to leadership.

• Communication :

  • Exceptional written and verbal communication skills with the ability to present complex ideas to both technical and non-technical stakeholders.

  • Experience presenting to multiple audiences including executive leadership.

• Education :

  • Bachelor’s degree in Business Engineering Computer Science or a related field.

  • Certifications including PMP ITIL Lean/Six Sigma Agile are a plus.

Preferred :

• Knowledge of the CCaaS UCaaS and AI product landscape including cloud technologies APIs and integrations.

• Experience working with and developing Business Metrics tools and dashboards

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