Support Program Manager Resume Samples

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T Borer

Tia

Borer

21409 Sabina Place

Phoenix

+1 (555) 774 8150

21409 Sabina Place

Phoenix

Phone

p +1 (555) 774 8150

Experience Experience

Phoenix, AZ

Academic Support Program Manager

Phoenix, AZ

Maggio-Wunsch

Phoenix, AZ

Academic Support Program Manager

Under the general supervision of the Dean of Student Services, administer all aspects of the Leeward Educational Opportunity Center (EOC)
Develop, maintain, implement, evaluate and modify strategies to provide comprehensive post-secondary access services to the target population
Network and partner with organizations and internal departments or projects that already service the target population
Develop, implement, review and modify a system to provide comprehensive on-site and outreach services and assistance to target population who seek to enter or continue a program of post-secondary education
Represent the college in responding to questions, findings and recommendations from Federal, State and University program reviewers and auditors regarding decisions, practices, organization, records, or any aspect of the EOC project
Manage, monitor, implement and update electronic database system to record and track client demographic and educational information for both federal performance reporting as well as in-house informational reporting
Interpret, develop, implement, review and modify project policies and procedures to insure compliance with program review and audit recommendation

San Francisco, CA

Technical Support Program Manager

San Francisco, CA

Breitenberg-Hackett

San Francisco, CA

Technical Support Program Manager

Provides guidance on program management processes, best practices and methodologies within the program and project teams
Identifies, manages and documents risks associated with the program and communicates them to the program team, escalating to upper management when necessary
Creates, manages and updates program execution roadmaps
Creates, manages and updates value roadmaps throughout program lifecycle to regularly measure the benefits gained by the program
Communicates program status, changes and risks to identified key stakeholders and upper TS management
Collaborates with other PMO team members on best practices and continuous improvement for the PMO
Controls the scope of the program and ensures that objectives remain consistent with the Technical Support strategy

present

Los Angeles, CA

Biometric Support Program Manager

Los Angeles, CA

Lind, Feest and Brakus

present

Los Angeles, CA

Biometric Support Program Manager

present

Provide leadership in business process work sessions, project meetings and other meetings of project stakeholders
Perform technical project management functions to support a DOJ program
Perform project planning and scheduling, and resource planning. Maintain the project plan and Integrated Master Schedule within a targeted cost and schedule variance. Set deadlines, assign responsibilities, and monitor and summarize progress of project
Responsible for recruitment, hiring, retention and supervision of a large and diverse project staff that will include application developers, systems admin, system security, database admin, network admin, systems engineers, systems test and systems test engineers
Perform technical project management functions to support a large DoD program
Effectively supervise and manage a team of subcontractors
Effectively identify and manage risk for a very large program

Education Education

Bachelor’s Degree in Computer Science

North Carolina State University

Bachelor’s Degree in Computer Science

Skills Skills

Manages programs that may consist of a number of projects and processes of various levels and with different types of deliverables
Communicates program status, changes and risks to identified key stakeholders and upper TS management
Manages programs by adhering to ISO processes and the best practices outlined by the Project Management Office (PMO), including templates, workflows, and use of tooling
Controls the scope of the program and ensures that objectives remain consistent with the Technical Support strategy
Coordinates activities and resources across multiple programs and supporting projects
Defines and communicates the different roles and responsibilities within the program at the start of a program
Manages cross-functional programs that may include collaboration with multiple organizations, such as Technical Support, R&D, Marketing, Sales, Professional Services, IT, etc
Identifies, manages and documents risks associated with the program and communicates them to the program team, escalating to upper management when necessary
Provides guidance on program management processes, best practices and methodologies within the program and project teams
Creates, manages and updates program execution roadmaps

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Consumer Digital Support Program Manager Resume Examples & Samples

Design and lead implementation of an integrated customer experience: On-product + Web + Forums + Social Media + Assisted
Implement business strategies to achieve a radical simplification of the customer effort for HP Inc Consumer products, including policies, workflows, diagnostics steps/hurdles
Deploy strategies to shape traffic to optimize cost and customer experience
Define and implement a content management strategy based on top issue management and contact drivers for the different channels: Web, Social Media, Diagnostic Tool, Virtual Assistant, and other self-help technologies
Define closed-loop processes to dynamically manage content based on contact drivers
Work in close collaboration with HP Inc. WW organization to influence and define Digital business strategies and technology roadmaps, as well as its implementation
Develop process to measure the performance of the Digital Customer Experience
Ability and experience working in complex ecosystem of organizations and functions is desired
Experience and knowledge in process engineering, quality improvement and project management (i.e Six Sigma, PMP Certification preferred)
Broad knowledge and understanding of customer support industry, future trends and customer experience survey methods
Demonstrated business analytics skills
Excellent communication, negotiation and influencing skill

Citigold Sales Support Program Manager Resume Examples & Samples

Proven track record of project delivery within large investment banks
Excellent oral and written communication skills and ability to guide, influence and convince others across functional teams to drive results
Build and manage relationships with key stakeholders, organizations and business heads. Demonstrated ability to lead, motivate, inspire others and manage through influence
Maintain in depth and up to date knowledge of relevant companies and competitive industries
Self-motivated and capable of working autonomously with minimal management supervision
Welcomes new challenges and seeks the assistance from their network when required
Flexible, creative and feels capable to implement innovative ideas
Identification and ownership of issues and risks, tracking them through to resolution or escalation where appropriate
Strong customer service project planning, organizational, decision-making and problem solving skills

Service Sales Support Program Manager Resume Examples & Samples

Work with stakeholders to define and prioritize required improvements to the Quote to Cash operating model
Lead the timely implementation and Service Sales adoption of the Renewals Manager tool across the Theater Service Sales teams
Drive processes, tools and metrics focused on significantly improving “In Quarter” renewal rates and optimizing “Final” renewal rates” across The Theaters
Address current new and renew quoting challenges experienced across Care, Managed and Professional Services
Address promotions, trade-ins, and other market focused opportunities with PLCM Sales and Sales Operations
Work with Service sales and LoB teams to establish metrics focused on driving service portfolio upselling at point of attachment and renewal
Work with Service Sales and Channels teams to optimize partner renewal rates by leveraging the Renewals Manager tool, and introducing rules such as incumbency renewal parameters
As yet to be defined, collaborate across Mitel and PLCM in support of stakeholders to project manage the integration of Service Quote to Cash strategies, systems, tools and metrics
Bachelor degree required preferably in a Business or Marketing discipline, MBA and PMP certification preferred
10-12 years of related project management experience in a high tech global service sales and/or services organization managing and delivering high visibility, complex Quote to Cash process improvements
Expertise in Service Sales application tools and processes with a proven ability to leverage this knowledge, working across service teams and other functional organizations to develop and implement key strategic initiatives
A strong collaborator and team player, with demonstrated experience managing global programs in a matrix organization across geographic organizations
A self-starter, with strong conceptual skills capable of working through alternative solution scenarios with other subject matter experts, often having to rely on less than complete data to formulate solutions
A proven Program Management expert, able to act independently to leverage various related methods and procedures in helping to solve diverse initiatives, spanning across the Quote to Cash operating model
Ability to comfortably and expertly interact and communicate with all levels of internal, partner and customer management
Proficiency with Excel, PowerPoint, Visio, and Microsoft Project Manager
Ability to multi-task and re-arrange priorities without losing focus or energy
Experience in influencing others to adopt to new ways of performing activities, through improved processes
Ability to work with minimal supervision, across multiple projects and timelines
Previous experience using Polycom audio and video conferencing technologies a plus

CSI Operations Support Program Manager Resume Examples & Samples

Partner with a team of program managers to help consolidate the coordination, tracking and communication of project requirements, priority and status to key stakeholders
Articulate the technology, requirements, goals and milestones of the CSI operations support team
Implement lightweight solutions for tracking and communicating multiple project statuses across multiple stakeholders
Conduct ongoing communication of team programs and reduce surprises by proactively managing risks
Build subject matter expertise, stay up to date on technology, and identify key partnerships to help define team roadmaps
Make the CSI operations support program transparent with great documentation, training sessions/tutorials, and blog posts
Hold project managers and stakeholders accountable for deadlines and results
Quickly identify stakeholder needs and design solutions to meet those needs in process, tooling, staffing or vendor integration

Cx-channel Support Program Manager Resume Examples & Samples

Working with global CX and Channels teams to define and deliver channel enablement programmes, particularly scaled online programmes
Accountable for all Channel KPIs in NA/ROW
Continually refining and improving the channel support experience, both for partners and their customers
Managing escalations
Supporting the development and delivery of partner training materials
Collaborating globally across CX, Channel and Customer Success teams
Experienced in channel programme management OR customer service in the technology sector, preferably both
You have existing knowledge of Dropbox products
You can communicate complex technical information in user-friendly ways
You can complete set tasks in a timely and effective manner
You are degree qualified in a business or technical discipline

Biometric Support Program Manager Resume Examples & Samples

Perform technical project management functions to support a DOJ program
Perform project planning and scheduling, and resource planning
Maintain the project plan and Integrated Master Schedule within a targeted cost and schedule variance
Set deadlines, assign responsibilities, and monitor and summarize progress of project
Responsible for complete engineering project development from inception to deployment
Responsible for recruitment, hiring, retention and supervision of a large and diverse project staff that will include application developers, systems admin, system security, database admin, network admin, systems engineers, systems test and systems test engineers
Function as principal liaison with the Government client and stakeholders
Effectively supervise and manage a team of subcontractors
Perform travel in support of all tasked activities
Effectively identify and manage risk for a very large program
Provide leadership in business process work sessions, project meetings and other meetings of project stakeholders
Knowledge of Government procurement and contracting rules and regulations
Proficiency with Microsoft Project, Microsoft Office and Agile project management tools

Biometric Support Program Manager Resume Examples & Samples

Perform technical project management functions to support a large DoD program
Perform project planning and scheduling, and resource planning. Maintain the project plan and Integrated Master Schedule within a targeted cost and schedule variance. Set deadlines, assign responsibilities, and monitor and summarize progress of project
Responsible for recruitment, hiring, retention and supervision of a large and divers e project staff that will include several project managers
Familiarity and experience leading project that employ Agile methodology and Software Development Life Cycle (SDLC)

Cycle Operation & Support Program Manager Resume Examples & Samples

Develops schedules, critical deliverables, budget, resource allocation plan, and other support requirements for assigned program and documentation. Help to deliver the GBU product development schedule and material to RBU and support their product launch on time with accurate product information
Communicates program progress, escalations, and issue analysis to product stakeholders; collaborates with management and internal manufacturing and development partners to implement changes to product, process, or program plan to resolve escalated issues, produce solutions, and ensure adherence to budgets and established product roadmap and schedules
Operating system management and planning for Consumer DT product lines and provide guidance for regions and product management for suitable operating system products with our consumer desktop system
Target total working experience around 3-5 years

SB Sales Support Program Manager Resume Examples & Samples

Experience working in Business Planning & Analysis role from either Marketing or Sales Promotion(Planning)
Able to create innovative Sales Programs and Initiatives to drive business
Proactive and can handle complex business problems without much supervision
Very deep analytical and problem-solving skills
Strong presentation abilities, someone who is able to influence and engage leadership
English proficiency required to interact with overseas sales and marketing leaders from time to time
Native Japanese is a MUST
Background in Consulting firm is a plus but not mandatory

Cx-japac Support Program Manager Resume Examples & Samples

Implementing clear service entitlements, covering: support offering, response time, customer service satisfaction, quality and SLA
Co-ordinating across all customer-facing support touch points for segment – spanning outsourced tier 1, tier 2 escalations, and self-service – to identify and address friction points, and to deliver continuous improvement
Providing direct support to customers as needed
Identifying and implementing region / country-specific refinements to service delivery where appropriate
Working closely with localization / internationalization in particular to ensure translation quality across all customer-facing touch points
Becoming an expert in all aspects of Dropbox products and user experience
Supporting cross-functional teams in the execution of product launches
Identifying, evaluating, and executing on opportunities to increase user happiness and to help users help themselves

Product Support Program Manager M Resume Examples & Samples

5+ years Program Management
DoD or Defense Contractor Product Support Manager experience
5+ years experience leading teams and team development
5+ years working in a cross-cultural environment (U.S. or non-U.S.) with suppliers or customers

Patient Support Program Manager Resume Examples & Samples

Oversees associates to ensure their ability to handle calls and provide appropriate customer service, document requirements in the system, and manage follow-up calls
Assists with quality assurance and quality improvement initiatives; makes recommendations for changes in operations and assists in the execution of these changes
Project management including, but not limited, reimbursement programs, compliance and education based programs and clinical patient support programs
Design and development of new projects including development of protocols, resource allocation and database
Ongoing evaluation of project strengths, weaknesses and potential areas for improvement
Participate in client meetings
Identify and implement staff recruiting strategies and participate in the hiring process
The Program Manager will also be assigned other duties and tasks as required from time
Science / healthcare background an asset
Minimum of 3 years' experience in the pharmaceutical/biotech or healthcare-related industries
Experience in reimbursement considered an asset

Technical Support Program Manager Resume Examples & Samples

Works with the Upper Management to frame and launch new programs based on strategic needs
Manages cross-functional programs that may include collaboration with multiple organizations, such as Technical Support, R&D, Marketing, Sales, Professional Services, IT, etc
Manages programs that may consist of a number of projects and processes of various levels and with different types of deliverables
Manages programs by adhering to ISO processes and the best practices outlined by the Project Management Office (PMO), including templates, workflows, and use of tooling
Controls the scope of the program and ensures that objectives remain consistent with the Technical Support strategy
Defines and communicates the different roles and responsibilities within the program at the start of a program
Communicates program status, changes and risks to identified key stakeholders and upper TS management
Provides guidance on program management processes, best practices and methodologies within the program and project teams
Creates, manages and updates program execution roadmaps
Creates, manages and updates value roadmaps throughout program lifecycle to regularly measure the benefits gained by the program
Collaborates with other PMO team members on best practices and continuous improvement for the PMO
Bachelor’s Degree and 7-12 years of professional experience; Master’s preferred
Able to effectively deal with, and manage, ambiguity
Exceptional organizational, interpersonal, verbal and written communication skills
Able to effectively apply program and project management principles
Passionate about promoting process improvement
Knowledge/experience of basic Agile and Scrum framework
Experienced use of Salesforce Service Cloud
Experience with customer success, sales, or other customer-facing departments operations

Support Program Manager Resume Examples & Samples

Define, document, update and maintain processes and programs to launch new offerings to the Support organization. This include new offerings project plans, timelines, support procedures, tools/templates, etc
Partner with key stakeholders and other program managers involved in new offerings launches including representatives from sales, marketing, product management, development, and services,
Advocate on behalf of support for the new offering requirements to best prepare the support organization
Participate in cross-functional launch meetings
Assist in refining critical programs such as early adopters and fast followers
Work closely with the support management team to ensure the analysts are trained and prepared to support our customers with the new offerings
Manage plans for new launches to ensure smooth roll out
Develop a methodology to identify support headcount needs for future growth and new offerings
Clearly, concisely, and confidently communicate product roadmaps and timelines
Proactively manage changing priorities as required

Customer Support Program Manager Resume Examples & Samples

Develop an end-to-end training and certification plan for customer support teams (including both existing team members and new hires in ACC and tier 1) by leveraging training content developed by ShoreTel University and augmenting with lab exercises, soft skills training etc
Improve experience and skillset of customer support teams with continuous learning strategies, and develop subject matter experts
Primary liaison with new product introduction on product releases and develop full training plan for ACC and tier 1 teams
Liaison to ShoreTel University to provide feedback on training materials
Create knowledge base articles for the customer support teams, value-added resellers, and customers based on information collected from all departments within ShoreTel on known issues and best practices
Working with the worldwide business operations department, develop a knowledge exchange platform for customers and value-added resellers
The Customer Support Program Manager must be able to manage the teams’ daily activities, work independently, be self-motivated, and drive results

Sales Transaction Support Program Manager Resume Examples & Samples

Maintains account contract knowledge & assists in negotiation
Complex Proposal Development, Request for Proposal (RFP), Request for Information (RFI), & Pricing, as needed
Implements IBM & Shared Services strategic initiatives
Mitigation of issues & risks in direct relationship for the Service
At least three years of experience in a business setting with exposure to business controls and risk management
Demonstrated business writing skills
Experience driving a project to completion
Experience as a proposal or grant writer
Knowledge of IBM organizations

Product Support Program Manager Resume Examples & Samples

Manage, motivate and develop employees integrating C-17 / KC-46 technical and logistics representatives in a remote field environment, responsible for supporting daily operations through sustaining engineering airworthiness activities, technical troubleshooting, and spares activities. Collaborate with LC and EO managers to support all customer and mission requirements
Advise senior military officers and their designees; delivering high levels of customer service and satisfaction; working with government & civic leaders to promote Boeing's interests in this area
Monitor, report and execute budget and staffing plans
Develop and establish local policies, organizational structures and report performance to Executive Management
Familiarity with the Boeing and DOD supply systems and military maintenance practices and procedures is highly desirable
Prior C-17/KC46 experience is highly desirable

Patient Support Program Manager Resume Examples & Samples

RN/RPN designation an asset and may be required by specific programs
Excellent problem-solving skills; ability to resolve issues effectively and efficiently
Knowledge of Microsoft Word, Excel, PowerPoint and other Office Programs

Partner Support Program Manager Resume Examples & Samples

Manage a set of regionally assigned Support Partners to ensure a high quality, accurate and efficient customer support experience
Lead and actively participate in setting partner objectives and KPIs and ensure they are met
Provide guidance to our Partner teams that will enable technical expertise through on-going training opportunities
Drive and scale support coverage by improving Knowledge Base adoption as a core foundation of the troubleshooting process
Promote and ensure delivery of continuous education to the entire Nutanix support organization on changes that impact the partner support engagement model
Collaborate with the larger Channel organization to continue to improve the overall partner support experience
Manage key metrics which will measure the effectiveness of the team in meeting key goals such as Customer satisfaction, efficiency and productivity. Continuously seek to improve processes and working practices to ensure that these goals are achieved, and that Nutanix continues to be a leader the industry regarding the overall customer support experience
Provide primary regional interface into support organization for other lines of business by establishing operational relationships across our field organizations. Act as an escalation point for high severity customer issues that arise from the partner, directly from customers or from other Nutanix functions
Actively engage in the overall strategy around the evolution of partner-led support delivery models
Work proactively with regional Channel Mgrs. to recruit new partners, plan training activities, and other partner related activities to meet Regions overall growth objectives
Analyze Customer trends and develop reports, dashboards and other internal tools that provide actionable data in support of the KPI’s within the Partner Support function
BA/BS undergraduate degree in technical or business related field
5-7 years of experience in a technical support environment, handling highly complex issues
5-7 years in a partner/customer facing environment, providing partner support to large enterprise customers
A self-starter with demonstrated experience in a partner management and/or a related business development role
Practical experience managing multiple support teams, including outsourcers, with a strong knowledge of all technical support functions and related engineering responsibilities
Strong understanding of operational infrastructure, metrics, processes, systems and tools for running a Worldwide Support organization focused on working via Outsourced partner channels
Critical to your success, you must exhibit technical acumen and be business-oriented
Demonstrated ability to engage, communicate with and present to senior level leaders and executives within the organization, both internally and with Partners/Customers
Ability to respond to high-profile, high-impact customer/product escalations in a way that drives customer loyalty Preferred Qualifications
Proven ability to manage complex processes and drive continuous process improvement
Excellent program management skills, including demonstrated ability to manage projects across teams where influencing skills are required

Brand Support Program Manager Resume Examples & Samples

Develop and operationally manage Product Support Hotlines
Measure, monitor and report on KPI’s with client as well as internal standards
Manage program to ensure profitability
Develop and adhere to budgetary guidelines
Develop and implement customized Standard Operating Procedures to accommodate the specific needs of specialty drugs
Assist pharmaceutical sales representatives by providing statistics on areas as defined
Serve as a liaison among patients, physician offices, payers and pharmaceutical company representatives for specific drug programs
Set up reports based on metrics
Manage data to ensure efficiency, good productivity and avoid duplication of efforts, etc
Conduct qualitative and quantitative analysis as directed by the BSS management team
Other duties assigned
Responsible for providing employees with timely, candid and constructive feedback; developing employees to their full potential and providing challenging opportunities that enhance employee career growth; developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments

Academic Support Program Manager Resume Examples & Samples

Under the general supervision of the Dean of Student Services, administer all aspects of the Leeward Educational Opportunity Center (EOC)
Develop, maintain, implement, evaluate and modify strategies to provide comprehensive post-secondary access services to the target population
Manage all grant activities, administer the budget and prepare accurate and timely reports for federal funding of the EOC project to comply with content, data requirements, federal and state agencies and University of Hawaii deadlines
Monitor budget allocation and expenditures on allowable costs, maintenance of accurate client data, project task completion and staff adherence to professional standards
Review all project activities and services to ensure that appropriate services are provided to the target population and that participant satisfaction is maintained
Network and partner with organizations and internal departments or projects that already service the target population
Oversee agreements with schools and organizations that work with potential participants; arrange information sessions; and participate in all aspects of recruitment and marketing
Develop, implement, review and modify a system to provide comprehensive on-site and outreach services and assistance to target population who seek to enter or continue a program of post-secondary education
Represent the college in responding to questions, findings and recommendations from Federal, State and University program reviewers and auditors regarding decisions, practices, organization, records, or any aspect of the EOC project
Monitor, implement and update electronic and on-line project services to ensure client access to appropriate educational and financial aid information and application assistance
Manage, monitor, implement and update electronic database system to record and track client demographic and educational information for both federal performance reporting as well as in-house informational reporting
Interpret, develop, implement, review and modify project policies and procedures to insure compliance with program review and audit recommendation
Monitor all changes in Federal, State and University regulations that affect the project
Supervise and train staff assigned to the project to ensure that appropriate advising and assistance is provided to all project participants. Prepare reports on participant achievements and program objectives
Work hours to include evenings, weekends, on- and off-campus
Possession of a baccalaureate degree in counseling, education, sociology, psychology, business, marketing, or related field and 3 year(s) of progressively responsible professional experience with responsibilities for program management of educational programs; or equivalent education/training or experience
Considerable working knowledge of principles, practices and techniques in the area of working with programs for under-represented or under-served populations as demonstrated by the broad knowledge of the full range of pertinent standard and evolving concepts, principles and methodologies
Considerable working knowledge and understanding of applicable federal and state laws, rules, regulations and theories and systems associated with higher education and grants related to student affairs
Demonstrated ability to resolve wide ranging complex problems through the use of creative reasoning and logic to accurately determine the cause of the problems and the resolution of the problems in an effective, innovative and timely manner
Demonstrated ability to interpret and present information and ideas clearly and accurately in writing, verbally and by preparation of reports and other materials
Demonstrated ability to establish and maintain effective working relationships with internal and external organizations, groups, team leaders and members, and individuals
Demonstrated ability to operate a personal computer and apply word processing software
For supervisory work, demonstrated ability to lead subordinates, manage work priorities and projects, and manage employee relations
Three years of experience administering programs that conducted student recruitment, counseling, and/or retention activities
Two years of experience working with at-risk adult special populations
Ability to prepare and maintain comprehensive records and routine reports using computer technology
Any equivalent combination of education and/or professional work experience which provides the required education, knowledge, skills and abilities as indicated
Experience with adult education programs
Experience assisting students with financial aid and scholarship applications, and assisting adult populations complete college applications and the enrollment process
Demonstrated knowledge and ability in grant-writing and Federal compliance requirements related to grants management
Familiarity with Federal Department of Education TRIO programs and regulations or other Federal grant programs