Director Program Management Location: Salt Lake City, UT The Director Program Management is an energetic and collaborative leader who thrives on working with and through others to deliver world-class communication channels and processes that continue to differentiate inContact's SaaS platform. As a key member of the leadership team and bridge builder, she/he serves as the organizational mouthpiece for key projects, milestones and processes and is accountable for continual organizational improvement in the areas of process, communication, and project governance.
Major Functions/Responsibility
Provide leadership, coordination and management of the Program Management processes and functions. This leader also ensures that all SLDC activities are performed transparently and are visible to the organization. This is accomplished by driving a regular cadence of stakeholder reports and summaries.
This position requires a combination of technical understanding of our contact center portfolio offerings, release and deployment processes, and overall project management governance. standards to provide measurements on quality, financial results, and growth metrics.
Communication: Design, implement, and govern communication inward and outward plans around information distribution, stakeholder management, and performance reporting.
Develop and execute targeted internal and external communication plans surrounding core deliverables.
Design and implement communication processes that facilitate effective work stream prioritization
Provide timely project status updates, risks and issues to all stakeholders
Effectively and professionally bridge internal communication methods with broader organizational communication including executive briefings and customer escalations
Owner of the Team Map release planning, estimation and communication
Process: Lead continuous process and program improvements that result in more competitive products, reduced costs, improved time-to-market and increased predictability. Manage process governance across geographically-dispersed teams and drive appropriate ownership of quality processes.
Drive a weekly, product-driven MSoS (Mega Scrum-of-Scrums) process that results in clear, action-oriented project status and blocker removal
Act as key process owner and governor; holding leaders accountable to documented actions and deliverables
Manage sprint planning and retrospective processes and associated documentation
Manage monthly department-wide metrics collection and reporting
Work with and through team members and peers to ensure projects are delivered on time and within budget
Identify resource conflicts, influence and facilitate course corrections to fulfill key project milestones
Facilitate coordination of dependencies and unresolved touch points between teams
Give clear and timely direction for product and project questions
ALM training, process guidance and migration efforts
Coordinate with Product Management for product launches, technical documentation and beta programs
Build Relationships: Build relationships of trust with peers and group leaders to meet delivery objectives and remove barriers.
Coach team members to build relationships throughout company to drive, plan, and implement objectives
Coach peers in agile principles and methodologies
Enable positive interactions across cross-functional groups of stakeholders
Leadership: Direct accountability to create and continuously improve the Release PMO
May manage other Release, Program or Project Managers
Lead the team as daily ensuring that team plans, estimates, documents, and products are delivered on schedule and within budget
Know the business and customer: Be an expert with respect to the business, its products and customers
Good understanding of competitive landscape
Maintain and share deep understanding of the business and products from the end-user perspective
Research available technologies and capabilities to drive the most effective product solutions
Occasional travel for client-site visits, remote sites, or industry tradeshows.
Required Education, Experience, and Specific Job Related Skills Education Requirement:
Bachelor's Degree in Computer Science, Information Technology or related field or equivalent work experience required.
Technical or industry certifications are preferred in addition to the required education/experience.
Experience Requirement:
12+ years product management, program management or engineering management experience using formal techniques and principles
12+ years filling a key role in a commercial software development team
10+ years working with geographically-disparate, matrixed development teams
5+ years leading a high performing team while building leadership skills of team members
4+ years of demonstrated success defining and launching products
Proven experience presenting and managing project plans globally and integrating multiple teams to plan, execute, track and communicate software issues and resolution
Ability to work on complex initiatives and drive project closure with little-to-no outside supervision
Exceptional presentation, documentation and communication skills to all stakeholder levels
Strong organizational skills and ability to manage multiple people and simultaneous projects in a fast-paced, iterative environment
Experience with user acceptance testing, regression testing and Experience with design and process modeling diagrams
ABOUT NICE inContact: NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE inContact provides the world's #1 cloud customer experience platform, NICE inContact CXoneâ„¢, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.