Sr Tech Program Manager with Interactive Customer experience and experience with IVR automation

Location : San Jose CA

In Brief - Program manage "WhatsApp Capability for India Expansion" initiative in the Integrated Customer eXperience (ICX) route to market and others as prioritized by the C&P BCDD

7-10 yrs Tech Program Mgt exp in Interactive Customer experience especially thru' Whats App outreach Inbound IVR ( Interactive Voice Response)

Someone who has had experience with IVR automation ( Amazon Connect)

Experience with Sales and Customer experience

Knows various Project methodology- Agile, Waterfall, Hybrid : Their differences and situational usage.

PMP/ CSM certification is Good to have.

• The Creativity & Productivity (C&P)) Business Capability Design & Delivery (BCDD) team provides strategic partnership and engagement that delivers end-to-end capabilities for Adobe's C&P processes, platforms & applications
• We are looking for a technical leader with executive presence, exemplary interpersonal skills, and the ability to influence at all levels to drive cross-functional initiatives and deliver Adobe's strategic roadmap
• You possess a well-rounded technical background and demonstrated expertise leading complex programs in matrix organizations to deliver solutions that delight the customers

• Strategy: Build a report and partner with key collaborators to understand their objectives and goals. Engage with BCDD Leadership, Product Management (PdM) Leads and Business Stakeholders to understand the Vision, Mission, and Strategic Objectives for the Business Units (BU) and ATS (Adobe Technology Services)/C&P BCDD
• Intake: Facilitate and oversee the intake and triage of new requests through Workfront for Initiatives and Small Enhancements
• Prioritization: Support BCDD PdMs with impact assessment and stack-ranking
• Estimation: Partner with ATS teams who need to support the request (and others as needed) to estimate the Level of Effort (T-shirt size) and feasibility (Waterline and Rationale)
• Optimization: Discuss trade-offs, sequencing, incremental funding as needed, BU staffing, etc. Articulate response back to requestor. Assist BCDD PdMs with portfolio level reporting (inc. Quarterly Business Reviews, ad-hoc, etc.)
• End-to-end program management for Initiatives using and Jira:
  • Initiating: Plan and facilitate Discovery/Proof of Concept/Pre-project work and set up Program Governance, inc. meeting cadence and key artifacts (Scrum of Scrums/OpCo/SteerCo, SLC Artifacts Library, Wiki, SharePoint, Project Schedule, RAID log, etc.)
  • Planning: Reach across the aisle to understand dependencies and constraints, determine resource requirements and build the program roadmap, then socialize the plan and secure approvals for the same
  • Executing & Monitoring: Oversee the program execution and proactively manage changes and risks, partnering with other teams and stakeholders to ensure the right decisions are made at the right time, appropriate communication and alignment occurs, and plans are adjusted accordingly
  • Communicating: Maintain a big-picture perspective when preparing and presenting program status reports, Executive briefings, and other governance artifacts, along with all program level communications
  • Closing: Coordinate Release announcement, Hypercare, Decommissioning, etc. as needed and disband the team
• Benefits realization: Measure adoption and impact post-release, inc. 30/60/90 days check-ins and feedback loop (to inform future decisions/commitments)

What you need to succeed

• Bachelors or equivalent a must; MBA or equivalent preferred
• Certification a plus: PMP, PMI-ACP, PgMP, CSM
• 7-10+ years' experience as a program manager in software and/or related technology industry, preferably in a Customer Experience environment with web, voice, and messaging/chat platforms
• Experience managing multi-discipline teams consisting of business and technical resources
• Experience using various project delivery methodologies (Agile/Scrum, Waterfall and hybrid) and tailoring the approach for program success
• Self-motivation and a positive attitude that helps you to adapt to change
• Resourcefulness and a creative approach to problem-solving to succeed in a collaborative culture
• Solid ability to operate effectively and autonomously in time-sensitive situations and handle ambiguity
• Exceptional verbal and written communication skills to engage with technical and non-technical audiences
• Influencing and interpersonal skills to develop strong working relationships and build credibility/trust with team members and Senior Leadership