200+ applicants

Company

Original Job Post

Wizards of the Coast · 3 days ago

Program Manager, Customer Service

Renton, WA

Full-time

Onsite

Mid Level

$83K/yr - $143K/yr

3+ years exp

Wonder how qualified you are to the job?

Maximize your interview chances

Card and Board GamesDigital Entertainment

Insider Connection @Wizards of the Coast

Discover valuable connections within the company who might provide insights and potential referrals, giving your job application an inside edge.

Responsibilities

Build and lead multiple concurrent project plans for software development projects of various levels of scope and complexity.

Maintain the yearly roadmap for all of Hasbro Consumer Care.

Partner with the team to define the strategic vision for each program/project and align the program goals with organization objectives and long-term goals.

Act as Product Owner for internal products.

Estimate future work and continuously improve estimation process to improve accuracy.

Coordinate multiple partners needs with production schedules. Track progress, supervise achievements, and ensure timely delivery.

Communicate project status to peers and leadership.

Coordinate and lead teams' Monthly Programs Reviews, Annual Planning activities and Weekly Business Reviews.

Create a partner focused development cycle to inform and build relationships across the business.

Work with external vendors to review and implement the best new technology options for the team and then work with internal business partners to implement them.

Work with Consumer Care management to ensure that monthly/yearly costs for programs and products stay within budget.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Program ManagementProject ManagementConsumer CareRoadmap PlanningBudget ManagementSprint ManagementJIRA/Atlassian ToolsData AnalysisMetric AnalysisMS OfficeEnterprise ApplicationsCustomer Service ApplicationsCRM SystemsSchedulingProblem-SolvingCollaborationCommunicationOrganizationMotivatedTeam PlayerHasbro products knowledgeWizards of the Coast products knowledge

Required

3+ years program or project management experience.

3+ years in the Consumer Care or customer service industry.

Experience owning program strategy and end to end delivery.

Experience crafting multiple dependent roadmaps.

Experience landing projects on time and under budget.

Experience running sprints and proficiency with project management software, especially JIRA/Atlassian tools.

Experience using data and metrics to identify and drive improvements.

Strong collaboration and communication skills

Knowledge of MS Office applications (Word, Excel, Outlook, Teams and PowerPoint).

Knowledge of enterprise level applications (JIRA, Power Bi), customer service support applications (Surveys, Chat) and CRM systems such as Zendesk, Oracle and Salesforce.

A highly motivated, team-first disposition, and the ability to communicate clearly to all levels of staff and management.

You have strong organization skills and can lead aspects of multiple projects and schedules.