GSS, Services Program Manager
WHO WE ARE
Braze delivers customer experiences across email, mobile, SMS, and web. Customers, including Burger King, Delivery Hero, HBO Max, Mercari, and Venmo, use the Braze platform to facilitate real-time experiences between brands and consumers in a more authentic and human way. And we do it at scale – each month, hundreds of billions of messages are sent to a network of over 3 billion active users through Braze.
Need more proof? Braze was named a Leader in the Forrester Wave™: Cross-Channel Campaign Management (Independent Platforms), Q3 2021, and was named to the Forbes Cloud 100 list for the fourth consecutive year. The company has also been selected as one of Fortune’s Best Workplace for Millennials in 2021, and was ranked #20 on Fortune’s Best Medium Sized Workplaces in 2021. Braze is certified as a Great Place to Work in the UK and the U.S. and is recognized as one of the UK's Best Workplaces for Women.
WHAT WE'RE LOOKING FOR
As a Services Program Manager, it will be your core responsibility to develop and maintain the project management standards, internal processes that underpin service delivery, and establish repeatable delivery materials to be leveraged by our Service Delivery members. Successful execution against this responsibility would include outputs that are of high quality and relevance, driving global adoption and consistency in how our Service Delivery team members operate.
WHAT YOU'LL DO
- Oversee Services assets (ie: presentation decks, customer project workspaces) and processes (ie: pipeline management, delivery processes) to continuously improve and evolve these materials for increased efficiency and effectiveness
- Own the ongoing change management in the execution of any new processes or materials
- Ensure consistency in delivery materials and work with Service Delivery Teams to improve and maintain consistency of processes and assets
- Work cross-departmentally to stay up to date with any product releases, services release updates, commercial implications that have and impact on Service Delivery materials and update accordingly
- Prepare and deliver training to Project Managers, and/or Partners on our Methodology and Practices
- Build and maintain a Program Management Handbook
- Execute project delivery reviews for key projects to support lessons learned from individual projects, iteration of deployment methodology and supporting toolkit, and future services development
- Identifies operational efficiencies within service delivery processes to proactively identify ways to protect Service margins, drive employee satisfaction, improve customer experience, or optimize ways of working with other Braze organizations
- Identify and build automation into GSS to reduce points of friction
- Own risk escalation process within the onboarding phase of delivery
WHO YOU ARE
- Bachelor’s degree in a technical subject area or business field
- 5+ years experience working in a fast growing software SaaS company; Implementation / customer onboarding experience preferred
- Demonstrated project management or program and / or portfolio management experience
- Results oriented person with a proven track record of on-time project/program delivery for large, cross-functional projects with global stakeholders
- PMI, PMP, or similar certification/training preferred
- Process development training and experience
- Demonstrated ability to successfully influence multiple stakeholders and lead cross functional teams across geographies and business units
- Demonstrated track record of creative problem solving - thinks big, starts small, grows fast
- Strong attention to detail, excellent organization skills, and ability to manage multiple projects /responsibilities
- Ability to think strategically, anticipate future trends, develop product roadmaps, and deliver on those plans
- Ability to communicate vision and drive various constituencies to execution and work seamlessly with both technical and business teams
WHAT WE OFFER
- Competitive compensation that includes equity
- Generous time off policy to balance your work and life, including paid parental leave
- Competitive medical, dental, and vision coverage for you and your dependents
- Collaborative, transparent, and fun loving office culture
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