Key
Responsibilities

Technical
Management and Execution - Technical Management:

–Leverages
technical knowledge to identify risks, manage scope, estimate program
timelines, request feasibility, testing requirements, and determine appropriate
resources.

–Actively
supports product or service delivery and ensures they meet the applicable third
party, security, export, and accessibility compliance requirements.

–Participates
in rapid response to security escalations, identifying risks and appropriate
mitigation strategies and supporting the optimal proposed path to resolution.

–Forecasts
program demands and resourcing to identify risks and ensure that goals are
achievable.

–Contributes
to the development and implementation of process improvements to improve the
reliability of products or services.

Technical
Management and Execution - Technical Strategy and Execution:

–Utilizes
technical knowledge to identify, track, and manage program dependencies and
risks.

–Supports
rapid response to escalations, coordinating within team and communicating to
senior team members to assess risk, determine mitigation strategies, and
execute the optimal proposed path to resolution.

–Analyzes
requirements and provides input on program strategy development.

–Helps
refine and update delivery standards and guidelines.

–Identifies
and quantifies opportunities for process automations and advocates for
prioritization.

–Participates
in incident management initiatives, as applicable.

Program
Oversight - Strategy and Decision-Making:

–Assists
in aligning priorities with customers, service, and stakeholder teams through
regular reporting to leadership.

–Collaborates
with cross-functional teams to establish and refine scope and milestones,
aligning to the broader program plan and company strategies and goals.

–Monitors
key performance indicators (KPIs) and measurement methods for program
performance against established goals (e.g., scope, timelines, deliverable
quality).

–Builds
a clear communication strategy of objectives to partners and customers.

Program
Oversight - Program and Operations Management:

–Manages
both technical and non-technical programs and moderately complex,
cross-organizational programs impacting products and business.

–Drives
the work of program staff (e.g., development, release management, customer
success), identifying and mitigating barriers, including risks and issues in
workflows and technical support.

–Ensures
collection and maintenance of program documentation (e.g., status reports,
program plans) and identifies risks and issues.

–Ensures
attention to detail in program management, from thorough planning to execution
and reporting.

–Fosters
communication across teams.

–Identifies
and addresses operational challenges that impact team adherence to service
level agreements (SLAs) and productivity targets.

–Participates
in forecasting program demands, funding, and resourcing.

–Deploys
change management for programs, such as priority, scope, scheduling, or
requirement changes.

Program
Oversight - Risk Management:

–Manages
moderately complex issues, bottlenecks, and risks within the scope of work,
escalating when necessary.

–Assesses
costs, benefits, and return on investment (ROI), informing decision-making and
risk mitigation strategies.

–Manages
critical issues, making trade-offs between business needs and technical
constraints.

–Collaborates
across teams to remove blockers for the program and leverage technical and
resource options to ensure successful solution delivery and adoption.

Process
Efficiency - Process Optimization:

–Contributes
to and initiates improvements to programs, driving the implementation of
industry best practices and moderately complex process improvements.

–Organizes
and documents program objectives, workflows, responsibilities, and
accountability while implementing cross-functional solutions to address
business problems.

–Collaborates
with management to develop and refine processes and procedures.

Process
Efficiency - Continuous Improvement:

–Adapts
and applies continuous improvement methods within programs, identifying
insights within assigned workstreams to support generating recommendations that
deliver operational efficiencies.

–Advances
business-critical improvements to the solution's availability and reliability.

–Iterates
processes based on feedback and KPIs, analyzing results through retrospectives.

–Defines
requirements and configurations of existing and new development tools, where
applicable.

Collaboration
and Program Leadership - Cross Functional Collaboration:

–Leads
discussions within the immediate team to align priorities and facilitate
collaboration on program goals.

–Works
on small-scale process improvements, analyzing existing processes and proposing
refinements to enhance team efficiency.

–Communicates
program updates, risks, and opportunities within the team and related
stakeholders to facilitate decision-making.

–Engages
with stakeholders within and outside the team, collecting input to support
program execution.

Collaboration
and Program Leadership - Program Leadership:

–Participates
in leading programs to enhance organizational efficiency.

–Leverages
technical expertise to guide cross-functional teams.

–Drives
change across the team.

–Ensures
that the program team and other stakeholders are aligned with the program goals
and motivated, identifying and addressing conflicts and issues.

Data and
Analysis:

–Collaborates
with development teams to enhance reports, dashboards, forecasts, tools, and
models.

–Contributes
to the utilization of data to solve problems impacting the success of the
program(s), including adherence to SLAs.

–Conducts
analysis on a small number of data sources with minimal complexity, which may
include competitive analysis, trend analysis, and KPI analysis, to drive
data-informed decisions to support the program goals, presenting findings with
immediate teams stakeholders.

Stakeholder
Engagement:

–Facilitates
collaboration with or between stakeholders teams by ensuring smooth
communication and program tracking.

–Collaborates
with internal and external stakeholders to monitor progress toward program
goals.

–Identifies
and documents stakeholder needs and works cross-functionally to implement
solutions that enhance satisfaction.

–Assesses
risks to customer satisfaction and evaluates mitigation efforts, providing
solutions to the immediate team to ensure alignment on resolving these risks.

–Helps
coordinate team priorities and ensure coverage to effectively respond to
immediate customer needs.

Core
Responsibilities

Planning
& Execution:

–Independently
manages work, monitoring timelines and deliverables to ensure projects or
initiatives stay on track and meet requirements. Proactively prioritizes work
and adapts to resource or timeline shifts, suggesting adjustments to maintain
project efficiency.

Collaboration
& Partnership:

–Collaborates
across teams to align on expectations and achieve shared objectives. Builds and
maintains a comprehensive understanding of business, stakeholder, and/or
customer needs to build and support effective partnerships. Actively listens to
diverse perspectives and asks questions to ensure understanding of others.

Problem
Solving:

–Independently
identifies and addresses standard and non-standard issues in accordance with
standard practices, escalating more complex issues as appropriate. Analyzes
data and/or information from multiple sources to troubleshoot standard and
non-standard errors. Contributes to knowledge sharing and best practices.

Continuous
Learning:

–Embraces
continuous learning by actively seeking to build knowledge and new skills
and/or tools and staying current with industry trends and best practices. Seeks
out and leverages feedback and training to improve skills. Contributes to a
culture of continuous learning and knowledge sharing with team members.

Continuous
Improvement:

–Develops
ideas and recommends updates to increase the efficiency and effectiveness of
processes, protocols, and workflows within a team. Seeks input from team
members on alternative approaches and methods for improving work.