Manager, WEM Program Management - Professional Services

A great opportunity has arisen for a Manager with the WEM Platform Engineering and integrations team. You will be responsible for overseeing and supporting the provisioning process for all WEM projects and for leading and delivering multiple custom integration requests within the WEM team. You will play a pivotal role in ensuring that all projects are provisioned successfully and on time and will work with the WEM PE and consulting teams to evaluate implement and support custom integration solutions. Your leadership will be critical in aligning cross-functional teams, managing stakeholder expectations, and driving continuous improvement in program management processes.

A vital aspect of this role is guiding the broader WEM PM team. This role is expected to be up to 50% billable, with the remainder of the time spent supporting Five9 WEM custom integration requests, strategic initiatives, or performing day-to-day support and management of the WEM PM assigned.

Responsibilities

• Supporting Custom integration via API, adaptor or direct DB query .
• Program Leadership: Provide strategic direction and leadership for a portfolio of programs, ensuring alignment with organizational goals and strategic objectives.
• Stakeholder Management: Build and maintain strong relationships with key stakeholders, including executives, team members, and external partners. Effectively communicate program status, risks, and mitigation plans to stakeholders at all levels.
• Cross-Functional Collaboration: Collaborate with cross-functional teams to define project scope, objectives, and deliverables. Foster a culture of collaboration and accountability to ensure the successful execution of programs.
• Resource Management: Effectively allocate resources to support program objectives. Identify resource constraints and work with stakeholders to address any resource gaps.
• Risk Management: Identify, assess, and mitigate risks throughout the program lifecycle. Develop risk mitigation strategies and contingency plans to ensure successful program delivery.
• Budget Management: Manage program budgets and financials, including quarterly forecasting, tracking, and reporting. Ensure programs are delivered within budget constraints and seek opportunities for cost optimization. Ensure the team's billable utilization and quarterly revenue targets are met.
• Quality Assurance: Establish and maintain quality standards for program deliverables. Implement processes and metrics to monitor and measure program performance and quality, ensuring the Five9 WEM team meets or exceeds its NPS target.
• Continuous Improvement: Drive continuous improvement in program management processes and methodologies. Identify areas for optimization and implement best practices to enhance program delivery efficiency and effectiveness.
• Team Development: Coach, mentor, and develop program management team members. Provide guidance and support to help team members grow their skills and capabilities.
• Coordinate with other department leaders to define and prioritize projects to be initialized.
• Continuous improvement of existing project management office policies and processes.
• Support Partner Enablement and strategic change initiatives
• Articulate the value of Five9’s Professional Services through presentations, demonstrations, and open discussions with customers and prospects.
• Understand client requirements and design; work with the Implementation and Support Teams to formulate Implementation Plans that meet Customers’ needs.

Experience

• Experience implementing WEM and/or Contact Centre solutions with Verint, NICE, Pipkins, and VO products.
• Detailed knowledge of process optimization methodologies, tools, and techniques, with a record of innovating to resolve problems.
• Extensive experience leading multi-disciplinary / cross-functional projects.
• API Integration: Proficiency in integrating various systems using APIs, ensuring seamless data flow and functionality.
• SQL Scripting: Strong skills in SQL for querying, updating, and managing databases.
• Project Management: Ability to plan, execute, and oversee projects, ensuring they are completed on time and within budget.
• Technical Leadership: Leading and mentoring a technical team, providing guidance and support.
• Problem-Solving: Identifying and resolving technical issues efficiently.
• Communication: Excellent verbal and written communication skills to interact with both technical and non-technical stakeholders.
• Agile Methodology: Experience with Agile practices to manage and deliver projects iteratively and incrementally.
• System Design and Architecture: Designing robust and scalable systems that integrate with Verint and other platforms.
• Process-orientated with excellent attention to detail.
• Able to interpret and act on customer insights, highlight knock-on effects, and escalate where appropriate.
• Excellent written and verbal skills.
• Expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and understanding clients’ needs are imperative.
• Proven experience in managing PS Teams.
• Self-starter possessing excellent time management skills and be able to manage multiple implementation and sales activities simultaneously.
• 8+ years’ experience in a senior technical role

Qualification

• BA/BS or equivalent experience.
• Programing / or SQL Qualification