Job Description:
Title: Program manager
Location: Seattle, CA
About the Role:
As Program Manager, you will run pilot programs and scale programs that introduce new tools and procedures to a globally distributed team. You will lead and track a continuous iteration and improvement process, to scale operations to new levels. Interfacing with multiple vendors, you will empathize with each third party to understand their strengths and gaps, to help them adopt new standardized processes and tools, to get their feedback and insights into how to make the overall operations stronger.
Required Skills and Experience:
Experience in the business operations realm in a technology company
Experience in dealing with corporate clients and with external vendors
Experience in creating new operational procedures (SOPs), processes, documents, and solutions in corporate environments with a high level of ambiguity
Expertise in developing processes and driving programs using short development cycles, MVPs, and rapid iteration
Customer orientation, ensuring that client needs are understood and satisfied
Solutions ownership mindset: not just being an operator
Be independent and able to navigate ambiguity
Big-picture and detail orientation at the same time: zoom out for the holistic look, while also able to get into the weeds to understand all the details.
Effective communicator: written and oral, across cultures and role profiles
Work Experience
Preferred (Bonus) Skills and Experience:
Strong asset: experience with vendor-client engagements (as a client or vendor) in the following fields: content moderation, localization, human computation, data labeling, customer service (CX), call centers, temp staffing
Strong asset: working with subject matter experts in different realms, and with software engineers (giving feedback on usability issues, software maturity issues, user insights)
Expertise in change management
Understanding of how to manage and investigate escalations through root cause analysis (RCA)
Knowledgeable in survey design or research methods
Experience in training development and delivery
Experience with vendor management, staffing and resource allocation by suppliers
Experience in the digital advertising field, and some understanding of ads, ad content moderation, ad safety, fraud, bots
Understanding of remote work and globally distributed teams
Understanding of Six Sigma, risks assessment and risk management practices and tools
Experience in dealing with data (analyzing data, creating reports), basic SQL, scripting/coding for statistical analysis.
