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
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.
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
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.