Program manager - Product and Portfolio Delivery
Apply NowCompany: Lorven Technologies Inc
Location: Westbury, NY 11590
Description:
Role : Program manager - Product & Portfolio Delivery - Call Center
Preferred Location : Westbury, NY - Day 1 Onsite
Mandatory : program manager with experience implementing cloud based
Call Center applications, Working with 3rd party vendors, Migrating from a legacy call center application to a SaaS/cloud solution
About this Role:
The ideal candidate is an experienced program manager with experience implementing cloud based
Call Center applications. This program manager should have 4+ years of working with 3rd party
vendors and can effectively oversee strategic programs or projects that involve multiple
workstreams/departments. They are skilled in managing initiatives from start to finish, leading cross-
functional teams and ensuring ongoing program success. They are adept at guiding stakeholders
through important decisions, coordinating activities, and driving process improvements. Furthermore,
they have a keen understanding of stakeholder needs and utilize this knowledge to develop strategies
that optimize ROI, customer satisfaction, and overall organizational performance.
Responsibilities
Migrating from a legacy call center application to a SaaS/cloud solution
Responsible for planning, directing, and coordinating complex product/program implementation
including Call Center Applications
Documents scope, objectives and ensures they align with expected business outcomes.
Develops and manages project plans, including scheduling and resource tracking
Defines and implements program/project management standards and processes.
Ensures timely production and approval of deliverables from business and technology
partners.
Proactively identifies and manages project risks and dependencies.
Established program governance and provides clear communication to all program
stakeholders, including senior management.
Serves as the primary point of contact for program management-related inquiries.
Works closely with vendors, cross-functional teams, and stakeholders to plan and develop
project scope, resources, and timelines.
Manages project risks, issues, and decisions, prioritizing them effectively.
Develops and manages project budgets, delivering against business goals.
Builds and maintains strong vendor and business partner relationships.
Contributes to internal initiatives to drive efficiencies and best practices.
Skills and Qualifications
Bachelor's degree.
5+ years of program/project management experience with a focus vendor integration and SaaS
implementations.
2+ years of experience with Call Centers and Call Center applications
Strong leadership, time management, facilitation, and organizational skills
Strong analytical, problem-solving, and conceptual skills
Strong working knowledge of change management principles.
Solid teamwork and interpersonal skills, with the ability to communicate and persuade
stakeholders, vendors and management at all levels and thrive in a cross-functional
environment.
Stakeholder management skills in large complex project/program with Internal and external
teams preferred.
Genesys Cloud Call Center experience highly preferred.
Preferred Location : Westbury, NY - Day 1 Onsite
Mandatory : program manager with experience implementing cloud based
Call Center applications, Working with 3rd party vendors, Migrating from a legacy call center application to a SaaS/cloud solution
About this Role:
The ideal candidate is an experienced program manager with experience implementing cloud based
Call Center applications. This program manager should have 4+ years of working with 3rd party
vendors and can effectively oversee strategic programs or projects that involve multiple
workstreams/departments. They are skilled in managing initiatives from start to finish, leading cross-
functional teams and ensuring ongoing program success. They are adept at guiding stakeholders
through important decisions, coordinating activities, and driving process improvements. Furthermore,
they have a keen understanding of stakeholder needs and utilize this knowledge to develop strategies
that optimize ROI, customer satisfaction, and overall organizational performance.
Responsibilities
Migrating from a legacy call center application to a SaaS/cloud solution
Responsible for planning, directing, and coordinating complex product/program implementation
including Call Center Applications
Documents scope, objectives and ensures they align with expected business outcomes.
Develops and manages project plans, including scheduling and resource tracking
Defines and implements program/project management standards and processes.
Ensures timely production and approval of deliverables from business and technology
partners.
Proactively identifies and manages project risks and dependencies.
Established program governance and provides clear communication to all program
stakeholders, including senior management.
Serves as the primary point of contact for program management-related inquiries.
Works closely with vendors, cross-functional teams, and stakeholders to plan and develop
project scope, resources, and timelines.
Manages project risks, issues, and decisions, prioritizing them effectively.
Develops and manages project budgets, delivering against business goals.
Builds and maintains strong vendor and business partner relationships.
Contributes to internal initiatives to drive efficiencies and best practices.
Skills and Qualifications
Bachelor's degree.
5+ years of program/project management experience with a focus vendor integration and SaaS
implementations.
2+ years of experience with Call Centers and Call Center applications
Strong leadership, time management, facilitation, and organizational skills
Strong analytical, problem-solving, and conceptual skills
Strong working knowledge of change management principles.
Solid teamwork and interpersonal skills, with the ability to communicate and persuade
stakeholders, vendors and management at all levels and thrive in a cross-functional
environment.
Stakeholder management skills in large complex project/program with Internal and external
teams preferred.
Genesys Cloud Call Center experience highly preferred.