Overview
Overview
We are looking for an experienced Senior Program Manager to join the Khoros Product Operations team. The Senior Program Manager will be responsible for organizing, coordinating and delivering programs related to Product Operations. You will provide strategic guidance to team members and project managers in ways that promote the company's vision and objectives. You will adhere to and continuously refine the program framework, develop relevant processes and documentation, collaborate with internal teams and customers, validate program results, and ensure lessons learned and best practices are properly communicated and incorporated into the methodology. As an individual contributor and program manager on these program(s), you will ensure customer satisfaction and successful project delivery.
Responsibilities

• Delivers and monitors complex and/or multiple projects within the constraints of scope, time and cost.
• Partners with product leaders to define and manage activities in discovery that feed the roadmap. Identifies, assesses and effectively mitigates dependencies and risks across delivery teams in execution.
• Defines, documents and manages projects with minimal supervision, working with multiple agile teams and product lines that may have differing priorities and working/cultural practices.
• Effectively manages project team conflicts, builds collaborative partnerships with stakeholders, and facilitates commitment and decision making.
• Implements effective communication plans and operating rhythms, helping teams to develop metrics that drive continuous improvement, including provision of regular and accurate reports.
• Monitors costs, timescales and resources used, and takes action where these deviate from agreed tolerances. Ensures that deliverables are implemented within these criteria.
• Works with other program and project managers to share best practices, create a support network, and cultivate a learning environment

Qualifications

• Bachelor's degree from an accredited university
• 10+ years program management experience
• 6+ years of hands-on project management experience at a software product company or consulting firm, with at least three years managing projects in consumer facing web and mobile app applications (web sites, social interaction sites, support sites, etc)
• Excellent customer interaction and presentation skills (ability to present to different audiences and bring the message across in a concise, professional manner)
• Experience managing multiple parallel projects in a software development and/or project management environment where the customer is an external buyer
• Experience scoping and estimating project efforts
• Demonstration of use and understanding of project control KPIs
• Excellent problem solving skills
• Experience within the social media technology landscape
• Strong flair for technology and technology solutions
• Willingness to travel (10% to 20%) when safe to do so
• Plus: Experience with FinancialForce, SmartSheet, Salesforce, Google Apps
• Plus: Experience with SAAS-based social customer experience platforms
• Plus: Moderation and/or Management of online communities
• Plus: Additional languages
• Plus: PgMP or PMP certification