Senior Program Manager - Customer Experience

Primary Job Title: Senior Program Manager - Customer Experience

Location: San Jose, CA

Onsite Flexibility: Hybrid — Tuesday to Thursday onsite

Contract Details:

• Position Type: Contract
• Pay Rate: $60.00–$65.00 / Hour (USD)
• Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Job Summary: The Creativity & Productivity (C&P) Business Capability Design & Delivery (BCDD) team provides strategic partnership and engagement that delivers end-to-end capabilities for Adobe's 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 Adobe's 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.

Key Responsibilities:

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 a response back to the requester
• Assist BCDD PdMs with portfolio level reporting (inc. Quarterly Business Reviews, ad-hoc, etc.)

End-to-end program management for Initiatives using ATS SLC 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 occur, 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
• Measure adoption and impact post-release, including 30/60/90 days check-ins and feedback loop (to inform future decisions/commitments)

Required Experience:

• 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-disciplinary 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
• Experience executing complex programs
• Ability to understand program scope clearly
• Strong requirement gathering & articulation
• Experience working with Engineering teams in Agile Terms
• Understanding of Agile, Scrum, and Delivery
• Experience in Seller space (working with sellers / sales teams)
• Ability to drive CAM efficiently (Channel Account Managers) - Implements Sales Strategies
• Experience working with sellers to sell products
• Regular stakeholder reporting (weekly reports)

Education Requirements:

• Bachelor's degree or equivalent (required)
• MBA or equivalent (preferred)

Required Skills:

• Senior Program Manager / Technical PM background
• Strong communication skills
• Ability to write concise stakeholder reports
• 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

Preferred Skills:

• PMP Certification
• PMI-ACP Certification
• PgMP Certification
• CSM Certification
• Experience with Microsoft Dynamics
• Experience with Chat platforms

Work Environment / Physical Requirements:

• Self-motivation and a positive attitude help 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

Benefits:

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

About GTT: GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

Job Number: 26-04716