Job Properties
  • Job Type
    Full-time Position
  • Background
    Management & Business Others
  • Languages
  • Experience Required
    3 - 5 Years
  • Degree Required
    • Province
    • Date Posted
      April 20,2021
    • VISA
    • IMG_6430
    • Career Consultation
    • CV CHECK
    • internship package

    Senior Manager PMO, Global Customer Success Operations

    Optimizely is focused on unlocking digital potential and we are the recognized category leader in Digital Experience Platform (DXP) and created the category for A/B Testing and experimentation software. We have incredible customers – isn’t that one of the most important aspects of looking for your next job? Optimizely has over 9,000 brands from global organizations such as Visa, Sky, Yamaha, Wall Street Journal to tech innovators like Atlassian, DocuSign, FitBit and Zillow.

    Not only are we financially sound and growing but we have unicorn status: Exceeded $300M in revenue in 2020, is profitable already, and has all strategic options ahead of itself. Optimizely continues to invest and addresses a market opportunity north of $30 billion, providing significant personal career growth opportunities.

    We are an inclusive culture with a global team of 1200+ people across the US, Europe, Australia, and Vietnam. We blend European and American business culture with emphasis on teamwork, inclusion, and moving fast. People make the difference!

    If you are looking to work on the next generation of digital technologies in a fast-paced, hyper-growth environment, apply! We’re just getting started...

    Project Management Office is a key component for establishing and maintaining processes in the Customer Success organization at Optimizely including the multiple interdepartmental touchpoints in the whole organization.

    The Senior Program Manager will be responsible for structuring, implementing, and establishing consistent means of operation, establishing common metrics across business units, and driving projects for adoption of common systems and processes. This position will also conduct industry research and identifying emerging trends and best practices related to the structure, processes, and systems for a highly successful Customer Success operation.

    The Senior Program Manager, CS Programs will guide project teams through the successful delivery of programs and projects of strategic and operational support, including operational reporting, risk and issue tracking, quality control and post project benefits tracking and reporting.

    • Define and create project scope, goals and deliverables, plan and implement projects
    • Manage budget
    • Lead meetings and set expectations for project team
    • Enhance, define, build, and implement PMO
    • Optimizing the Customer Success operational capabilities
    • Driving adoption of common systems and processes
    • Ensuring compliance with the processes
    • Ensure alignment to strategy
    • Involvement of all other business units of Optimizely
    • Facilitate governance processes
    • Establishing common metrics across business units
    • Overall risk management to identify themes
    • Lead quality assurance
    • Implement and manage change practices
    • Evaluate and assess result of project
    • Facilitate dependency management across the projects and programs
    • Facilitate change control process
    • Track deliverables and benefit realization
    • Responsible for tools, standards and methodology i.e. project management templates
    • Create working relationships with project managers and other PMO’s
    • May line manage project managers for a pro-active / managerial PMO
    • Providing both verbal and written communications regarding project status, risks and issues
    • Experience in Customer Success operations in the digital marketing industry
    • Ability to work independently and take decisions where necessary
    • Having a strong character, can do attitude and possess a quality driven and customer focused mindset
    • Successful delivery against commitments and deadlines.
    • Ability to work in tight deadlines and the ability to maintain focus whilst under pressure.
    • Ability to identify problems and work to resolution (see things through) and motivate others to complete tasks on time.

    About You:

    • Experience of persuasive report writing and communications for a variety of audiences, demonstrating high levels of numeracy and literacy, and the ability to apply expert knowledge to generate arguments, options and recommendations in a clear, concise and coherent manner.
    • Experience working with CRM, Survey tools, Support, Managed Services, Professional Services and other related technologies to power automation and work efficiency
    • Excellent planning and organizational skills
    • Experienced with solid project management skills
    • The ability to work effective across all parts of the organization
    • Commercial outlook
    • Pragmatic
    • Exceptional communication skills
    • Interdepartmental procedures and collaboration
    • Some travel might be required occasionally
    • 10+ years of professional program management experience
    • 5+ years in the Digital Marketing industry
    • 5+ years working in the Customer Success operational focus area
    • Bachelor’s degree in computer science, IT or Telecommunication or equivalent in working experience
    • Certified in project management (e.g. Prince2, PMI, Scrum)
    • English Speaking (C1 at least)

    Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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