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Company

Softrams · 3 days ago

Deputy Program Manager

Philadelphia, PA

Contract

Remote

Senior Level

7+ years exp

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Cyber SecurityInformation Technology

No H1B

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Responsibilities

Stakeholder Management: Build and maintain strong relationships with internal and external stakeholders, acting as the primary point of contact for the Business Operations Services Center. Translate their needs into actionable program goals and deliverables, ensuring alignment with the organization’s strategic objectives.

Continuous Innovation: Promote a culture of continuous improvement, leveraging CXone, ServiceNow, JIRA, and Confluence to enhance operational efficiency and customer satisfaction. Drive innovation through emerging tools and technologies, such as conversational AI, automated quality assurance, and real-time dashboards.

Growth Mindset and Thought Leadership: Serve as a thought leader within the organization, proactively identifying and implementing best practices to support operational competence. Encourage a growth mindset across the team, fostering a collaborative and learning-oriented environment.

SLAs and Performance Management: Ensure the Business Operations Services Center consistently meets and exceeds SLAs. Utilize data-driven insights to optimize processes, address performance gaps, and set benchmarks for excellence. Implement scorecards and performance tracking metrics to maintain high standards in service delivery.

Program Execution and Project Management: Lead cross-functional initiatives, coordinating between technical and business teams to deliver seamless operations. Use tools like JIRA and Confluence to manage project timelines, track progress, and document key outcomes. Oversee the transition plan, including defining milestones, setting timelines, and ensuring readiness for all program phases.

Strategic Road Mapping: Develop a roadmap that aligns with the company’s goals, focusing on scalable solutions that meet both short-term operational needs and long-term strategic vision. Regularly review and refine the roadmap to incorporate feedback, new technology trends, and evolving business requirements.

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.

CXoneServiceNowJIRAConfluenceStakeholder ManagementContinuous ImprovementProject Management

Required

Bachelor’s degree in business, management, information systems, or related field. MBA or equivalent is a plus.

Minimum of 7 years in project/program management or operations, preferably within a business operations service center environment. Experience with CXone, ServiceNow, JIRA, and Confluence is highly desired.

Strong stakeholder management skills, with the ability to communicate effectively at all levels of the organization.

Proven track record in leading teams to meet and exceed SLAs.

Strategic thinker with a growth mindset and an innovative approach to solving complex operational challenges.

Experience with continuous improvement methodologies and a commitment to driving process optimization.

Proficiency in using project management and collaboration tools like JIRA and Confluence.

Ability to obtain a U.S. Federal Position of Trust clearance designation.

Must reside in and be able to perform work in the United States.

Must have lived in the United States for 3 of the last 5 years.

Benefits

65%-75% company-sponsored (including dependents) premiums towards medical, dental and vision insurance. For eligible plans and tiers, we provide 100% company-paid medical insurance.

100% employer sponsored STD, LTD and life insurance (min $100K). Voluntary life insurance option available.

Retirement 401(k) plan with employer matching. Immediate vesting.

Vacation and sick leave.

Maternity and parental leave.

Discretionary bonuses, spot awards, gifts, and tenure-based rewards.

Company-sponsored role-based training and certifications.

Monthly DoordashDashPass subscription.

Group discounts via LifeMart ADP