Manager - Program Management, Customer Operations

3 hours ago

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Squarespace

WebsiteLinkedInAll Job Openings

online publishing • web design • cms • developer tools

1001 - 5000

Description

• As both a people and program manager for a Customer Operations PMO, you'll oversee projects and programs delivering support features and improvements • Collaborate with Product, Engineering, and Operations to drive substantial improvements to the customer experience and our Customer Operations team as we scale • Manage a team of project and program managers, coaching and enforcing project methodology, resolving blockers, and facilitating team development • Manage the portfolio of the PMO as a whole, balancing the workload of team members, and being responsible for overall delivery • Communicate progress, interdependencies, and change management needs regularly with Customer Operations leadership • Develop and maintain a system of tools, processes, and practices that ensure a smoothly running project delivery team • Collaborate with Customer Operations leadership to prioritize initiatives and manage resources throughout the project lifecycle - from requirements and planning, to rollout and measurement • Reserve bandwidth to manage projects and assist team members' projects as needed • Partner with cross-functional teams such as Engineering, Product, Analytics, Design, and Operations to improve Customer Operations efficiency

Requirements

• Minimum 5 years of project management experience, ideally related to software, web technology, and/or business systems • Minimum 2 years of managing a team of project managers • Expertise in JIRA, or relevant tracking tools • Analytical and proven success using KPI measurement to improve workflows • Outstanding verbal and written communication • Strong interpersonal skills with the ability to influence without authority • Ability to handle multiple competing priorities in a fast-paced environment • Comfortable with scrum methodology, program management methodologies and ability to drive process efficiencies • Exceptional ability to track, mitigate risk, manage complex processes, and a desire to collaborate with multiple teams and multiple projects • A natural strategic problem-solver. You are comfortable with ambiguity and overcoming impediments to deliver

Benefits

• A choice between medical plans with an option for 100% covered premiums • Health Savings Account with Squarespace funding • Fertility and adoption benefits • Supplemental Insurance plans • Headspace mindfulness app subscription • Global Employee Assistance Program (available January 2025) • Retirement benefits with employer match • Flexible paid time off • 20 weeks for parental leave and up to 12 weeks to care for an ill family member • $100 per month remote Stipend • Access to supplemental insurance plans for additional coverage • Education reimbursement • Employee donation match to community organizations • 6 Global Employee Resource Groups (ERGs)