What are the responsibilities and job description for the Program Manager position at Raas Infotek?
Position: Program Manager
Location: Santa Clara, CA- onsite
Contract
Certification : SAFe Program Consultant (SPC) or SAFe Agilist certification.
Visa: USC and Green Card
Job description:
We are seeking a seasoned Program Manager (Contractor) with a strong background in customer support/success technologies and enterprise-scale SAFe Agile delivery. This individual will drive complex, cross-functional programs across multiple Agile teams supporting the CCx in DT
You will lead initiatives that span 5–10 Agile Scrum teams, collaborating across engineering, product management, design, arch & dependencies to ensure seamless delivery of high-impact programs.
Key Responsibilities
Lead strategic technology programs focused on enhancing customer tech support and service experiences.
Manage and coordinate delivery across multiple Agile teams using the Scaled Agile Framework (SAFe).
Serve as the central point of contact for program execution, tracking timelines, interdependencies, risks, and deliverables.
Collaborate with business stakeholders and product owners to align technical initiatives with support operations goals.
Develop and maintain detailed program roadmaps, resource plans, and OKRs.
Facilitate PI Planning, System Demos, and Inspect & Adapt workshops.
Drive cross-team communication and ensure alignment across engineering, QA, DevOps, and Support Engineering.
Proactively manage risks and remove roadblocks to ensure timely delivery.
Track, report, and communicate progress to executive stakeholders.
Experience working with globally distributed teams.
Skills & Qualities
- Attention to detail
- Trust but verify updates
- Ability to summarize cross functional issues in a simple manner for execs
- Clear & succinct communication
Education
.Bachelors in Computer Science, Engineering or MIS
Masters or MBA preferred
Responsibilities
- Lead strategic technology programs focused on enhancing customer tech support and service experiences.
- Manage and coordinate delivery across multiple Agile teams using the Scaled Agile Framework (SAFe).
- Serve as the central point of contact for program execution, tracking timelines, interdependencies, risks, and deliverables.
- Collaborate with business stakeholders and product owners to align technical initiatives with support operations goals.
- Develop and maintain detailed program roadmaps, resource plans, and OKRs.
- Ability coordinate Run E2E and UAT test cycles
- Ability to coordinate requirements workshops
- Understand PI Planning, facilitate Demos, and Inspect & Adapt workshops.
- Drive cross-team communication and ensure alignment across engineering, QA, DevOps, and Support Engineering.
- Proactively manage risks and remove roadblocks to ensure timely delivery.
- Track, report, and communicate progress to executive stakeholders.
Qualifications:
- 10 years of experience in program/project management, including 5 years managing large-scale IT programs.
- Proven experience in customer support systems and operations (e.g., Zendesk, Salesforce Service Cloud, custom support portals, or internal ticketing systems).
- Deep familiarity with SAFe Agile, including Agile Release Trains (ARTs), PI Planning, and Lean Portfolio Management.
- Demonstrated ability to lead programs involving 5–10 Agile teams across geographies and business units.
- Strong experience in stakeholder management, executive reporting, and change management.
- Excellent organizational and communication skills.
- Self-starter with the ability to thrive in a fast-paced, highly matrixed SaaS environment.
- SAFe Program Consultant (SPC) or SAFe Agilist certification.
- Experience with tools such as Jira, Confluence, Aha!, Smartsheet, and Miro.
- Background in enterprise SaaS product delivery.
- .Cross functional IT program management
- Executive reporting & communication
- Dependency management
- Experience with PI Planning
Ritesh Rawat
Raas infotek corporation
262 Chapman road, Suite 105A, Newark, DE-19702
Phone: 302-286-9831 Ext: 142,
Email: ritesh.rawat@raasinfotek.com
Website: raasinfotek.com