Medallia’s mission is simple: to create a world where companies are loved by customers and employees alike. Hundreds of the world’s best-loved brands trust Medallia’s Software-as-a-Service application to help them capture customer feedback everywhere the customer is (on the phone, in store, online, mobile), understand it in real-time, and deliver insights and action everywhere—from the C-suite to the frontline—to improve their performance. Founded in 2001, Medallia is growing quickly with more than 1000 employees globally in Silicon Valley, New York, London, Paris, Sydney, Buenos Aires, Austin, Washington D.C., and Tel Aviv.
Field Operations Program Management Office (PMO), is a team of program/project managers focused on providing cross-functional project and change management services across the Customer organization.
The Field Operations Program Manager position is responsible for the operational planning, tracking, reporting, communication, business change management plan, value realization, and successful execution and adoption of key projects across Medallia’s Customer organization.
As a Program Manager within Field Operations you’ll work across business departments to drive projects and business change management through to completion. As a change manager, you will play a key role in ensuring projects (change initiatives) meet objectives on time and on budget by increasing employee adoption and usage. Your focus will be on the people side of change, including changes to business processes, systems and technology, and organization structures.
What you’ll do:
Drive process and momentum for key projects using common frameworks, methodologies and standardized practices and approachesDevelop project scopes and objectives, involving all relevant stakeholders and ensuring technical feasibility.
Develop a detailed project plan to track progressEnsure projects are delivered on time, within scope and budgetCreate and maintain comprehensive project documentation
Assess project risks and develop mitigation plans and/or escalations to leadership for timely manner resolution.
Apply a change management process and tools to create a strategy to support adoption of the changes required by a project or initiative.
Support the design, development, delivery and management of communications.
Conduct impact analyses, assess change readiness and identify key stakeholders.
Provide input, document requirements and support the design and delivery of training programs.
Integrate change management activities into project plan
Create actionable deliverables for the five change management levers: communications plan, sponsor roadmap, coaching plan, training plan, resistance managementDefine and measure success metrics and monitor change progress
What you need to succeed
Ability to work cross-functionally with varied stakeholders, including but not limited to Field Operations, IT, Back Office Operations and Marketing and Business Unit product teams.
Strong cross-functional and creative collaborator and project contributors willing to problem-solve with stakeholders to address business problems, not just assign and tasks and status.
Working knowledge of project collaboration environments and applications
Ability to master complex projects and understand business priorities to ensure requirements are accurately gathered and projects are structured to ensure consistent project execution and measurement.
Experience and knowledge of change management principles, methodologies and tools
Exceptional communication skills, both written and verbalExcellent active listening skills
Ability to clearly articulate messages to a variety of audiencesMust be a self-starter with high attention to detail, able to work on assigned tasks independently and comfortable with identifying and initiating discussions about opportunities for process improvement.
Must thrive in a fast paced, dynamic, demanding and fluid environment and maintain a can-do attitude.
Ability to work with secure and confidential information.
Ability to multi-task to meet multiple short-term, business-critical deadlines.Experience working with project management software such as Microsoft Project.
Strong working knowledge of Salesforce.com required.
Familiarity with Visio and/or process diagramming a plus.Bachelor’s degree or equivalent work experience required
At Medallia, we don’t just accept difference - we celebrate it and recognize the value it brings to our customers and employees. Medallia is proud to be an equal opportunity workplace and is an affirmative action employer. Equal opportunity and consideration are afforded to all qualified applicants and employees. We won't unlawfully discriminate on the basis of gender identity or expression, race, ethnicity, religion, national origin, age, sex, marital status, physical or mental disability, Veteran status, sexual orientation, and any other category protected by law. Medallia is committed to working with and providing reasonable accommodation to applicants with disabilities in accordance with the American Disabilities Act and state disability laws.