Support Operations Program Manager

Job ID
2017-2319
US-CA-San Jose
Category
Services & Support

About the Job

JOB SUMMARY

 

Summary

Reporting to the Director of Global Support Operations, this Program Manager will be responsible for driving global improvements in the systems and technologies used by the 8x8 Customer Support department and its partners. Responsibilities will include assessing the current systems and technologies, making recommendations, producing functional requirements, managing projects and working with the Business Systems and Process and Engineering teams to deliver systems and technology solutions to the global organization.  These systems include the case management platform, diagnostic tools, resources to allow support personnel to make changes to customer accounts or services, the technologies that deliver customer contacts to support agents (web portal, phone and chat) and any other systems or technologies that support personnel use to do their jobs.  The goals of the position are to enhance workflow efficiency and flexibility, facilitate consistency of service and adherence to policies, gather actionable data to drive process or product improvements and provide users with systems and technologies that are easy to understand and use on a global scale.

 

 

RESPONSIBILITIES

  • Manage projects to deploy new functionality or technology for the global Support organization.
  • Inventory current systems and technologies used by Support; assess usability, performance and suitability for use by various user types.
  • Track requests for functionality changes and work with the global Customer Support business teams to create projects based on support initiatives and logical groups of functionalities.
  • Taking support initiatives into account; identify technology and functionality gaps, research suitable solutions and vendors and make recommendations.
  • Work with the Business Systems and Process team to arrive at agreed upon timelines to complete initiatives.
  • Develop methods and metrics to evaluate effectiveness of deployed solutions.
  • Track project management performance, including assessing level of effort estimates against list of Support priorities.
  • Maintain user permission, pick list values and other data that controls application behavior in the 8x8 case management systems.

 

QUALIFICATIONS

Skill Requirements

  • Strong background in Customer Support Operations
  • Strong project management and system analysis skills for implementing support systems and technology.
  • Strong knowledge of Salesforce and other CRM case management systems.
  • Demonstrates effectiveness at analyzing business process and implementing systems to support business initiatives.
  • Ability to understand and evaluate a variety of technologies and platforms.
  • Solid understanding of software development cycle methodologies such as Agile for implementing support systems.
  • Strong analytical and problem-solving abilities.
  • Exceptional customer service skills and effective presentation skills.
  • Excellent written and verbal communication skills.
  • Desire and ability to work in a fast-paced, highly flexible environment.
  • Enjoy working both independently and within small and large project teams.
  • Strong leadership, organizational and prioritization skills.
  • Ability to manage multiple projects simultaneously.
  • Self-motivated and proactive.

 

Education / Experience

  • 5+ years of project management experience with proven ability to deliver on time and within budget.
  • A strong understanding of MS Excel, Visio and PowerPoint will be critical
  • Experience with all stages of the product development life cycle, from requirement gathering, QA to release.
  • Knowledge of Six-Sigma or similar standards is a plus.

About the Company

ABOUT 8x8

8x8, Inc. (NASDAQ: EGHT) ​is the trusted provider of secure and reliable enterprise cloud communications solutions to more than 45,000 businesses operating in over 100 countries across six continents. 8x8's out-of-the-box cloud solutions replace traditional on-premises PBX hardware and software-based systems with a flexible and scalable Software as a Service (SaaS) alternative, encompassing cloud business phone service, contact center solutions, and conferencing. 

​In today’s competitive market 8x8 continues to deliver service excellence, with a consistent, innovative, cohesive, progressive and dynamic culture.

For additional information, visit www.8x8.com, www.8x8.com/UK or connect with 8x8 on LinkedIn,

Twitter, Google+ and Facebook

Additional Information

8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.
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