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Senior Program Manager

Location: San Diego, California, United States

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Requisition Number: 214736

External Description:

Location: San Diego or Virtual-US

The Services Operational Excellence (SOE) team is responsible for the deployment of standardized processes and technologies across the Global Customer Services (GCS) organization. As a member of the ITIL Business Processes team, the Senior Program Manager will lead the process effectiveness and quality customer experience of one or more process areas and the related module(s) within the customer facing ServiceNow platform.    

As a Senior Program Manager, you will be responsible for collaborating cross-functionally both within GCS and with other Teradata teams to ensure a consistent, effective, and quality experience that provide our customers with the capabilities necessary to derive significant value from their Teradata investment.  You will operate as a champion and ambassador for operational excellence, partnering with other teams to deliver industry best-in-class customer experience.  A successful candidate will be resourceful, customer-focused, team-oriented and analytical.

Primary Duties & Responsibilities

  • Lead the process maturity activities for assigned process(es) to ensure alignment with best practices to enable operational excellence and customer delight
  • Identify customer insights, challenges and opportunities that can provide impactful improvements to process and customer experience outcomes
  • Collect and manage functional requirements for system enhancements
  • Act as product owner for the assigned ServiceNow process module to drive the continual improvement of system capabilities, including:
    • Participation in Scrum team meetings
    • Prioritization and maintenance of product backlog
    • Creation of user stories
    • Management of user acceptance testing
    • Coordination of dependencies across projects to ensure timeliness of prioritized deliverables
  • Using industry-standard project management methodologies, create and maintain all relevant project documentation and business requirements
  • Manage the testing, training, and communications plan for improvement initiatives
  • Define and measure process and system effectiveness via relevant KPIs that provide actionable insight to program success and improvement opportunities
  • Drive adoption of process adherence via relationship building, collaboration and governance initiatives

 

Qualifications

  • ITIL Certification preferred.
  • BA/BS in Business, Communications, Management, or similar experience.
  • 5+ years of experience in a large technical support or customer support operation, preferably in the software industry.
  • Experience with ServiceNow or similar application
  • Well-versed in the business of service delivery and customer support.
  • Demonstrated ability to manage cross-functional efforts without managing the participants directly.
  • Excellent presentation development and delivery skills.
  • High degree of professional 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.
  • Strong organizational skills with an 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.
  • Excellent project management skills with experience in Agile development methodologies.

 

CountryEEOText_Description: Teradata invites all identities and backgrounds in the workplace. We work with deliberation and intent to ensure we are cultivating collaboration and inclusivity across our global organization. ​ We are proud to be an equal opportunity and affirmative action employer. We do not discriminate based upon race, color, ancestry, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related conditions), national origin, sexual orientation, age, citizenship, marital status, disability, medical condition, genetic information, gender identity or expression, military and veteran status, or any other legally protected status. Consistent with Colorado law, Colorado applicants can email the hr.support@teradata.com inbox to receive the compensation range information for this role. Please provide proof of Colorado residency in your request.

City: San Diego

State: California

Community / Marketing Title: Senior Program Manager

Job Category: Customer Support

Company Profile:

Our Company

Teradata is the connected multi-cloud data platform for enterprise analytics company. Our enterprise analytics solve business challenges from start to scale. Only Teradata gives you the flexibility to handle the massive and mixed data workloads of the future, today.

The Teradata Vantage architecture is cloud native, delivered as-a-service, and built on an open ecosystem. These design features make Vantage the ideal platform to optimize price performance in a multi-cloud environment.

LinkedIn Remote: #LI-Remote

Location_formattedLocationLong: San Diego, California US

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