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Junior Program Manager

Location: Tijuana, Baja California, Mexico

Notice

This position is no longer open.

Requisition Number: 205329

External Description:

Junior Program Manager – Community & Self-Service Portal
Location:
Tijuana, BC, Mexico

As a Junior Program Manager for our Customer Support and Services Community & Self-Service Portal, you will help manage the effort to optimize our Teradata Customer Community and Self-Service portal applications within ServiceNow to ensure we are delivering on our Self-Service initiatives and driving innovation and improvement to those programs using analytics.

Teradata provides an omnichannel approach to customer self-service which includes a customer support portal, and a support community – all unified with a single enterprise search. We provide a variety of knowledge and tools in these applications to allow our customers to find answers to technical problems which would otherwise be driven into our customer support centers. Driving self-service allows Teradata to improve the customer experience, reduce costs associated with support, and drives operational efficiency.

You will increase internal/external user involvement through events, webinars, promotion, gamification, and best practice moderation methodologies. You will learn to support the user base, train and manage the SME moderators, design and develop enhancements to the digital experience based on usage analytics assessment and manage outreach programs to drive increased traffic and registration across all self-service channels. You will partner with program managers for knowledge, incident management, and other internal process teams to ensure alignment to corporate strategic initiatives and develop actions plans to drive success across all self-service channels, as well as with our corporate Marketing & Brand teams to ensure a consistent digital experience across all corporate sites.

What You’ll Do

  • Work with the Sr. Manager Global Customer Experience to ensure self-service channels are aligned with and executing against corporate strategic initiatives and ensuring a world-class Self-Service experience utilizing ServiceNow and Coveo
  • Using industry-standard project management methodologies, create and maintain any relevant project documentation and business requirements
  • Collect and manage a list of functional requirements for system improvements based on analysis of usage analytics, the voice of the customer initiatives, collaboration with the Sr. Manager Global Customer Experience and other business groups
  • Participate in the testing, training, and communications plan for all application releases
  • Develop a deep understanding of Teradata’s business and workforce strategies, then combine that knowledge with an understanding of industry standards to deliver against Self-Service KPIs
  • Through assessment of usage analytics, identify issues and enhancement opportunities, develop and execute action plans and continually iterate towards a world-class self-service experience
  • Source community content by partnering with Engineering and Support organizations
  • Develop and deliver reports and analytics presentations for CS&S leadership as needed
  • Partner with various organizations to source content engage in community activities and promotions, align corporate events and work to provide a unified digital experience to a variety of back-end systems and applications
  • Interact and work effectively with diverse technical and non-technical groups spanning all organizational levels

Your Background

  • Fluent in English (Excellent verbal, written and visual presentation skills)
  • BA/BS in Business, Communications, Marketing, Management
  • 1-2 years of experience with ServiceNow, Coveo, Celebrus or PowerBI
  • Ability to demonstrate confidence and credibility with an effective presence, strong written and verbal communication skills, able to communicate technical concepts and plans at all levels
  • Strong problem solving, priority setting, facilitation, multi-tasking, analytical, and collaboration skills
  • Ability to consider upstream and downstream process impacts and implications
  • Strong organizational skills with attention to detail and a proven ability to handle multiple priorities
  • Self-starter with the ability to conceive of and accept responsibility for projects and see them through to completion
  • Project management skills with exposure to Agile development methodologies

CountryEEOText_Description: Why We Think You’ll Love Teradata We prioritize a people-first culture because we know our people are at the very heart of our success. We embrace a flexible work model because we trust our people to make decisions about how, when, and where they work. We focus on well-being because we care about our people and their ability to thrive both personally and professionally. We are an anti-racist company because our dedication to Diversity, Equity, and Inclusion is more than a statement. It is a deep commitment to doing the work to foster an equitable environment that celebrates people for all of who they are.

City: Tijuana

State: Mexico

Community / Marketing Title: Junior Program Manager

Job Category: Customer Support

Company Profile:

Our Company

At Teradata, we believe that people thrive when empowered with better information. That’s why we built the most complete cloud analytics and data platform for AI. By delivering harmonized data, trusted AI, and faster innovation, we uplift and empower our customers—and our customers’ customers—to make better, more confident decisions. The world’s top companies across every major industry trust Teradata to improve business performance, enrich customer experiences, and fully integrate data across the enterprise.

LinkedIn Remote:

Location_formattedLocationLong: Tijuana, Mexico MX

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