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Program Manager, Support Quality

Snowflake

Snowflake

Customer Service, Operations, Quality Assurance
Texas, USA · Remote
Posted on Thursday, July 11, 2024

Build the future of data. Join the Snowflake team.

ABOUT THE JOB

This Program Manager role will be responsible for managing multiple cross-functional initiatives that drive customer experience and efficiency improvements. The focus of the Program Manager will span across the roadmap for Support Quality (Case Handling, Queue Management, Team Collaboration, and Case Quality). This individual should have experience owning programs, partnering with key stakeholders, and driving the change management process.

This role is part of the Support Quality team and reports to the Manager, Support Quality.

RESPONSIBILITIES:

  • Own the program management of key areas of our support business
  • Define and manage milestones, success criteria, dependencies, and change management strategies across teams to ensure programs are delivered both successfully and on time, including project deliverables that require cross-functional teams to commit to solutions
  • Lead improvements to effectively impact the continuous improvement of case management to deliver faster resolutions to our customers
  • Collaborate with an analytics partner to define and track the key performance indicators for benefit realization
  • Develop strong partnerships with cross-functional stakeholders to continuously improve the customer experience and employee satisfaction
  • Partner with business stakeholders and collaborate effectively on Support best practices including the design or reengineering of process and technology solutions that address complex business problems
  • Work with a functional owner to prepare affected business areas for transition to the new way of working and potentially implementing new business processes

PREFERRED EXPERIENCE:

  • A bachelor's degree or equivalent 6-10 years of work experience.
  • 5 - 8 years of experience leading complex projects in a technical environment.
  • 5 - 8 years of experience documenting and implementing customer support business processes across cross-functional teams.
  • Demonstrated technical project management skills with the ability to manage multiple projects in a dynamic environment.
  • Excellent verbal and written communication skills. This includes skill in collaborating with subject matter experts and managers to help deliver business results.
  • A demonstrated ability to adapt to new technologies and learn quickly.
  • Successful experience working, collaborating, and establishing relationships with leadership, colleagues, and clients.
  • Understanding of Data Warehouse fundamentals and concepts.
  • Excellent team player, able to work with virtual and global cross-functional teams.

Every Snowflake employee is expected to follow the company’s confidentiality and security standards for handling sensitive data. Snowflake employees must abide by the company’s data security plan as an essential part of their duties. It is every employee's duty to keep customer information secure and confidential.