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Sr. Manager, Customer Operations Program Management

Company: OpenText Corporation
Location: Alpharetta
Posted on: June 8, 2021

Job Description:

The Senior Digital Customer Support Program Manager will be responsible for driving forward and reporting on the multiple projects that span both multiple competencies and multiple lines of business, that will shape the future of digital customer support at OpenText. This will include projects relating to the digital customer experience and customer portal, knowledge management, ticket deflection, automation (Virtual Agents and Chatbots), and more. The Senior Digital Customer Support Program Manager will be responsible to ensure that the key project milestones are met across all competencies, in order to meet the timelines and ensure on-time delivery of our projects.

This will be a critical role that will work as part of the new Global Digital Customer Support team and is a key role in OpenText's transformation to a digital-first support experience.

What you will do:

  • Lead multiple initiatives across competencies and lines of business that contribute to the Digital Customer Support portal, ticket deflection, content effectiveness, automation, and more
  • Provide direction and coordinate related programs and projects within a Digital Customer Support competency to realize cross-project benefits and business outcomes
  • Define program governance and standards
  • Manage the creation and enhancements of automation solutions, self-service tools and transformational business processes to drive self-service
  • Apply PM best practices to actively manage program risks, issues, decisions, changes, project interdependencies, etc
  • Manage communication to key stakeholders
  • Manage program documentation and reporting

What you will need to succeed:

  • 7+ years managing multiple, simultaneous, cross-functional mission-critical initiatives across multiple competencies and multiple lines of business
  • 7+ years of proven experience in change management and project management methodologies and disciplines
  • Experience leading virtual teams in a matrix organization
  • Understanding of broader objectives of the business

Valuable Skills and Competencies:

  • Knowledge of project and program management methodology
  • Results-driven and customer-focused
  • Analytical approach
  • Track record of innovation and creative thinking
  • Resilience and flexibility to operate multiple simultaneous projects in an ever-evolving and fast-paced environment
  • Report design and analytics
  • Excellent written and verbal communication skills including presenting to executive audiences
  • Growth mindset, continuous improvement

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process please email accommodationrequests@opentext.com. Applicants have rights under Federal Employment Laws including but not limited to: Family and Medical Leave Act (FLMA), Equal Employment Opportunity and Employee Polygraph Protection Act

OPENTEXT - THE INFORMATION COMPANY

Our growing team is mapping the future of Information Management, and we continue to make new discoveries that expand its boundaries. Join us and be part of a winning team, where the opportunities for your career are limitless.

From its innovative start as a research project by University of Waterloo professors in 1991, OpenText has grown into a global company with offices in more than 35 countries. Our high- performance culture has forged our growth and is an excellent fit for people looking to push themselves to learn and do more.

It's our time to lead, and as part of our team, it will be your time too. Our continued growth will provide you the opportunity to explore, learn and chart an exciting career path while enjoying a good work-life balance.

Perks

If you thrive in a dynamic work environment, there is always a new horizon to explore. We are proud to offer excellent benefits, challenging work and competitive financial rewards.

Benefits

Our employee programs prioritize employees' well-being and that of their families. We offer a comprehensive benefit plan, education assistance, a wellness/fitness reimbursement and time off to volunteer.

Social events

With offices around the world and flexible work arrangements, OpenText strives to make sure all our employees feel connected. Teamwork extends to our social lives too from local social events to company-wide activities, we want our employees to take time to relax and have fun.

Corporate Citizenship

Corporate Citizenship is more than a program for us, it is engrained in our purpose, impact, and approach to doing business. Through numerous volunteer initiatives, we support education and innovation for global change.

Explore your career and your potential. Become an OpenText Voyager.

Keywords: OpenText Corporation, Alpharetta , Sr. Manager, Customer Operations Program Management, Other , Alpharetta, Georgia

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