Program Manager, Support Tools and Automation

Job Location:  Pune
Job Description:  SkillSet: project management, agile, program management, management, delivery.

Qualys Support is looking for a Program Manager to join the Program Office and implement mission-critical Tools and Automation, Conversational AI programs. The Program Manager, Support Tools, and Automation is hands-on, strategic, can facilitate decision making pragmatically, has excellent program implementation, project management, technical, organizational, and communication (written, verbal, presentation, interpersonal) skills. The incumbent will be responsible for the planning, managing, and executing operational and transformation projects to enhance Qualys Customer and Engineer Experience. All projects involve Shared Resources, Cross-Functional Stakeholders (Product Supportability, Product Engineering, UX, IT, Business Applications), and other Program/Product Managers.


Support Tools

  • Work in Close Collaboration with in-house Salesforce Application Development/QA (Business Application) teams and Product Manage Salesforce Service Console (CRM). Perform Requirement, Scoping Exercises, and Own, Publish Roadmap
  • Evaluate New and Existing Tools and Technology for the Support team.
  • Collaborate with the Business (Qualys Support), Procurement, IT, and other groups to facilitate successful onboarding of the Solutions and Users and manage ongoing relationships with Qualys Support Vendor Partners

Automation Projects

  • Conversational AI Program: - Work in Close Collaboration with an AI Specialist (Chatbot Developer), Support Product Management, Qualys Product Managers, and Leadership stakeholders to manage a sizeable multi-year program to build multiple Conversational AI solutions, to deliver quality, real-time support for Qualys Customers.
  • Work with the Business to understand the scope of work, plan, and design creative solutions to save time and increase the productivity of a highly specialized team of security troubleshooting experts
  • Build strategies to increase self-service capabilities for Qualys Customers. Plan, Execute Projects to increase self-service utilization

Project/Program Management

  • 360-degree Cross-functional Stakeholder Management (Engineers to Senior leadership stakeholders)
  • Effective Status Reporting on Program Performance and KPI trends
  • Managing and reporting on Program benefits and ROI
  • Requirement Elicitation with Support Team Members, analysis with development teams and detailed Business Requirement, RFP/RFI Documentation to achieve detailed scope for the execution of software development, procurement, and other projects, while maintaining downstream business and vendor relationships.
  • Maintain and Update a Program Dashboard and Own Monthly Executive Summaries and a Program Newsletter reporting on Updates, releases, and Roadmap Items
  • Effectively intervene/escalate and take necessary corrective actions for issues and risks and facilitate leadership decision-making to drive program implementation.
  • Planning and designing the program and proactively monitor its progress, resolve issues, and initiate appropriate corrective action and define the program's governance arrangements.
  • Collaborating with Engineers and Support SMEs and managing their time for Successful UATs and other tasks and reporting to Resource managers.
  • Detailed Communication Planning for large Customer Facing Programs

Desired Skills

  • Effective leadership, interpersonal, and communication (written, verbal, interpersonal, and presentation) skills. Excellent Stakeholder management (Sr Leadership Stakeholders)
  • Practical Problem Solving and Creative Solutioning using Salesforce (Enterprise Grade Customer Relationship Management Software).
  • Excellent Business Analysis Skills
  • Project management methods and techniques for planning, monitoring, and controlling projects/programs
  • Practitioner of Project Management Frameworks, Software processes and Agile practices (SDLC)
  • Understanding of the Procurement process, including negotiation with third parties
  • Knowledge of budgeting and resource allocation procedures
  • Data-driven decision-making facilitation and Data Analysis skills to uncover insights and solve or pre-empt problems

Good to have

  • Salesforce Consulting Experience
  • PMP/Prince2/CBAP/Six Sigma/ITIL
  • Conversation AI Product Development Experience (Chat/Voice)

Relevant Experience and Qualifications

  • Bachelor's in Science/Engineering or Business Administration or MBA, or equivalent relevant experience of delivering outcomes and managing program benefits for large programs.
  • Experience with Customer Experience Design, Implementing managing multiple surveys and correlations
  • Experience working in Customer facing Technical Support Organizations (preferably in a similar or management role) and possess a deep understanding of the Business
  • Experience driving Support/operational readiness projects/programs
  • Experience in driving/contributing to Transformational Programs and Conversational AI products (highly desired)
  • Experience in leading Cross-Organization Initiatives
  • CRM implementation, improvement, or migration projects (Preferably Salesforce)
  • Implementing Customer Self-Service and Agent assist capabilities
  • Background in SaaS/Cybersecurity

EEO Employer/Vet/Disabled

Functional Area:  Operations Management / Process Analysis
Experience:  4 - 7 years
Qualification:  ("Graduation in any field")
Salary:  4.5 Lakh to 9 Lakh INR
Job Ad publication date: 15 May 2021  

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