Sr Program Manager

Rate: $65-$68/hr on W2 Max

Location : San Jose Bay area candidate for Hybrid working ( 3 days a week- Tues to Thurs working from Adobe San Jose office)

In Brief - Program manage WhatsApp Capability for India Expansion initiative in the Integrated Customer eXperience (ICX) route to market and others as prioritized by the C&P BCDD

I had a call with Role sponsor. His expectations:

7-10 yrs Tech Program Mgt exp in Interactive Customer experience especially thru Whats App outreach Inbound IVR ( Interactive Voice Response)

Someone who has had experience with IVR automation ( Amazon Connect)

Experience with Sales and Customer experience

Knows various Project methodology- Agile Waterfall Hybrid : Their differences and situational usage.

PMP/ CSM certification is Good to have.

• The Creativity & Productivity (C&P)) Business Capability Design & Delivery (BCDD) team provides strategic partnership and engagement that delivers end-to-end capabilities for Adobes C&P processes platforms & applications
• We are looking for a technical leader with executive presence exemplary interpersonal skills and the ability to influence at all levels to drive cross-functional initiatives and deliver Adobes strategic roadmap
• You possess a well-rounded technical background and demonstrated expertise leading complex programs in matrix organizations to deliver solutions that delight the customers

• Strategy: Build a report and partner with key collaborators to understand their objectives and goals. Engage with BCDD Leadership Product Management (PdM) Leads and Business Stakeholders to understand the Vision Mission and Strategic Objectives for the Business Units (BU) and ATS (Adobe Technology Services)/C&P BCDD
• Intake: Facilitate and oversee the intake and triage of new requests through Workfront for Initiatives and Small Enhancements
• Prioritization: Support BCDD PdMs with impact assessment and stack-ranking
• Estimation: Partner with ATS teams who need to support the request (and others as needed) to estimate the Level of Effort (T-shirt size) and feasibility (Waterline and Rationale)
• Optimization: Discuss trade-offs sequencing incremental funding as needed BU staffing etc. Articulate response back to requestor. Assist BCDD PdMs with portfolio level reporting (inc. Quarterly Business Reviews ad-hoc etc.)
• End-to-end program management for Initiatives using and Jira:
  • Initiating: Plan and facilitate Discovery/Proof of Concept/Pre-project work and set up Program Governance inc. meeting cadence and key artifacts (Scrum of Scrums/OpCo/SteerCo SLC Artifacts Library Wiki SharePoint Project Schedule RAID log etc.)
  • Planning: Reach across the aisle to understand dependencies and constraints determine resource requirements and build the program roadmap then socialize the plan and secure approvals for the same
  • Executing & Monitoring: Oversee the program execution and proactively manage changes and risks partnering with other teams and stakeholders to ensure the right decisions are made at the right time appropriate communication and alignment occurs and plans are adjusted accordingly
  • Communicating: Maintain a big-picture perspective when preparing and presenting program status reports Executive briefings and other governance artifacts along with all program level communications
  • Closing: Coordinate Release announcement Hypercare Decommissioning etc. as needed and disband the team
• Benefits realization: Measure adoption and impact post-release inc. 30/60/90 days check-ins and feedback loop (to inform future decisions/commitments)

• Bachelors or equivalent a must; MBA or equivalent preferred
• Certification a plus: PMP PMI-ACP PgMP CSM
• 7-10 years experience as a program manager in software and/or related technology industry preferably in a Customer Experience environment with web voice and messaging/chat platforms
• Experience managing multi-discipline teams consisting of business and technical resources
• Experience using various project delivery methodologies (Agile/Scrum Waterfall and hybrid) and tailoring the approach for program success
• Self-motivation and a positive attitude that helps you to adapt to change
• Resourcefulness and a creative approach to problem-solving to succeed in a collaborative culture
• Solid ability to operate effectively and autonomously in time-sensitive situations and handle ambiguity
• Exceptional verbal and written communication skills to engage with technical and non-technical audiences
• Influencing and interpersonal skills to develop strong working relationships and build credibility/trust with team members and Senior Leadership