Program Manager, Customer Support

Introduction
At IBM work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so lets talk.

Your Role and Responsibilities
YOU:
You are a motivated Program Manager with experience working alongside Customer Support teams to develop and deploy scalable processes facilitate cross-functional collaboration and drive operational excellence.

You are extremely detail-orientated highly organized and self-sufficient with a bias for action. You are a high-energy self-starter with a passion for building relationships problem solving and identifying opportunities for growth and positive change.

US:
We are a growing SaaS company that helps enterprises plan analyze and optimize their technology spending across traditional and cloud infrastructure. We are looking for team members to help us evolve and transform internal processes and workflows to help scale our Product Engineering and Support organization as we continue to grow. We are a global team operating openly and transparently striving to constantly improve through accountability of ourselves and others.

RESPONSIBILITIES
This role will focus on driving key programs and initiatives to enable operational improvement for the Global Support organization and by extension improving the Customer Experience interacting with Apptio.

• Partner with regional support business leaders to define scalable support processes
• Maintain internal support documentation policies and workflow procedures
• Pursue solutions for enabling and improving customer self-service for most common support issues and internal support knowledge sharing
• Partner with regional support business leaders to document and track requirements for new support tools or enhancement to existing tools
• Partner with cross-functional teams to develop and deliver solutions to improve support operations
• Coordinate with the IT organization to track and deliver support-specific business requirements from initial submission prioritization refinement and delivery
• Establish maintain and oversee an operational support calendar and recurring tasks
• Take a thoughtful and strategic approach to getting work done and prioritizing and escalating where appropriate
• Work well with ambiguity and know how to engage leaders cross-functionally to build a plan and communicate to a diverse set of stakeholders
• Take the initiative to work on various programs when asked jumping in where needed to support the broader company goals

Required Technical and Professional Expertise

• 2+ years of work experience in related field
• Bachelor’s degree or equivalent practical experience
• Strong communication skills both written and verbal
• Detail-oriented and driven to keep people and processes organized
• Experience in core project management competencies including budget scope schedule requirements quality risk and critical path management
• Enthusiasm for modern development methodologies such as Agile DevOps and/or Kanban
• Strong project and time management and organization skills
• Proficiency with Microsoft Excel; familiarity with Salesforce ServiceCloud (or similar system) and business intelligence tools (e.g. Tableau) desired but not required
• Experience interacting with customers executives and business leaders
• Knowledge of business operations
• Sufficient technical depth to understand and participate in design tooling and implementation discussions and decisions
• Hands-on experience implementing new operational processes

Preferred Technical and Professional Expertise

• None