[Hiring] Manager, Program Management, Listener Care @Sirius XM

Role Description

As the Manager, Program Management, Listener Care, you will promote accountability and excellence in program execution, ensuring initiatives meet timelines and business objectives. Working collaboratively across functions, you’ll unite teams around shared goals to deliver exceptional customer experiences and elevate operational outcomes.

• Manage the relationship of cross-functional project teams to deliver large-scale omni channel contact center programs and projects on time, within budget, and with high quality.
• Develop and execute comprehensive project plans, resource allocation plans, and risk management plans to ensure successful project delivery.
• Collaborate with stakeholders to gather omni channel contact center business requirements, define project scope, and develop business cases to support project initiatives.
• Conduct project status updates, identify and mitigate project risks, and develop corrective actions to ensure project deliverables meet omni channel contact center business objectives.
• Ensure compliance with organizational project management methodologies, standards, and governance.
• Conduct root cause analysis and develop recommendations for process improvement.

Qualifications

• 5+ years experience in program/project management, with a focus on omni channel contact center operations and technology.
• Proven track record of delivering large-scale omni channel contact center programs and projects with high complexity and multiple stakeholders.
• Strong knowledge of omni channel contact center operations, technology, and industry trends.
• Ability to analyze data and concisely summarize problem statements.
• Experience with project management tools such as MS Project, Monday, or Jira.
• Deep understanding of PMP principles and methodologies.
• Certification in project management (PMP, Agile, or Scrum Master).
• Must have legal right to work in the U.S.

Requirements

• Base salary for this position to be in the range of $88,900 to $129,000 depending on skills, qualifications, and experience.
• This role might be eligible for discretionary short-term and long-term incentives.

Benefits

• Work environment that fosters mutual respect, professionalism, and cooperation.
• Equal opportunity employer that does not discriminate on the basis of any protected characteristic.