POSITION RESPONSIBILITIES
The Program Manager is a motivated, collaborative individual that is the internal advocate for the maintenance experience of our 3,000+ Learn client base. The Maintenance Experience team is focused on improving the total client experience of our maintenance program. We ensure maintenance reflects client need, is responsive, and delivered at a cadence that best matches client lifecycle needs with quality. The role of Program Manager will help shape the long term strategy of maintenance by working closely with both internal and external clients, understanding our business needs, and improving our existing processes and supporting tools.
The Program Manager will play an integral role in the success of the group. Specifically s/he will:
• Analyze the current maintenance program strengths and gaps and identifying improvements opportunities
• Create and execute a communication plan to inform and educate internal and external clients on changes to the maintenance strategy and schedule
• Fully understand our competitor’s strengths, weaknesses and value propositions in regard to their maintenance program including release strategy, client collaboration, and transparency of information
• Advocate for clients - specifically for the resolution of their critical issues
• Develop relationships with clients and client communities to help inform and transform the long term strategy and release decisions
• Gather and analyze data from multiple channels
• Have a strong customer focus, identifying their business problems with staying current on maintenance releases through a variety of techniques including face to face interviews, surveys, and focus groups
• Stay abreast of the current trends with a constant focus on better defining the role within Blackboard and enabling better ways of performing the responsibilities
PROFESSIONAL QUALIFICATIONS
REQUIRED SKILLS:
• Bachelor's degree required with a minimum of 8 years work related experience in at client facing role at an enterprise software company. Work experience in product management a plus.
• Proved track record at improving client experiences a must.
• Demonstrated leadership skills, communication, analytical and problem solving skills, and short term and long term planning skills.
• High standard of excellence with a positive, energetic attitude and demonstrated ability to work with all levels of the organization, in gathering information, communicating direction and obtaining buy-in from key stakeholders
• Previous experience working within a company delivering enterprise software.
Blackboard is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, or any other protected factor.
Source: Joel On Software