The Operations Program Manager role serves as the primary Operations point of contact for specific, named accounts. They orchestrate all Operations resources in the CSM (Client Success Management) and PMO (Project Management Office) organizations aligned to the account, ensure compliance with client contracts, and maintain the health of client inventory. They are the primary owner of client satisfaction (measured as CSAT) for the account inside Zones.
This person will lead investigations into undefined areas, ambiguous requirements and will define scope, requirements and measurable deliverables that can be executed on using PMO principles. They create scope and execute initiatives by partnering with senior stakeholders (Partner and Product Management, Purchasing, Operations, IT, Finance, Sales) to understand and prioritize initiatives to improve organization performance. Improvement may constitute increased speed, enhanced efficiency, lower cost, higher revenue or a combination of all.
The ideal candidate possesses intellectual curiosity, creativity, strong problem-solving skills, excellent communication skills, and an ability to influence business and technical leaders in a dynamic environment as well as a strong desire to contribute to Zones' continued success.
What you'll do as the Operations Program Manager:
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Project Management
Lead and manage all projects for specific, named accounts
Provide dotted-line (functional, not direct) leadership and oversight to the CSM and PMO resources assigned to the account(s) and their project(s)
Directs project activities, schedules, risks and meetings, understands dependencies, and manages timelines
Manage cohesive plans across multiple projects or work streams, ensuring a coordinated approach when utilizing cross-functional resources for input, data gathering, analysis, etc.
Coordinate engagement of partner resources and subject matter experts across multiple projects & organizational functions
Proactive identification, documentation and resolution management of project risks and issues
Ability to define, track and report on specific measurable outcomes for programs, projects or a portfolio of projects
Drive all project requirements through demand planning tools (Kinaxis) including order processing and schedule management with Client and Internal changes.
Accountable for project inventory and billing. Drive to manage projects by utilizing customer owned inventory model.
Diagnostics & Analytics
Ability to work independently with ambiguous direction, requirements or specifications and to create strategy, plans and direction from ambiguity
Conducts root cause analysis, investigates hypothesis to determine causality or correlation and determines strategic approach to resolution
Can create discrete measurable objectives and outcomes from limited input
Organizes and communicates decisions, plans, goals, strategies and complex information clearly and simply to drive actions
Identify workflows/procedures that require enhancement/streamlining and identify ways to make them more effective
Build models to estimate project costs, assess resource needs, and forecast expenses over time
Implementation
Manage issues and decisions to timely resolution. Communicate with senior management teams to escalate/resolve project conflicts & needs
Formulate plans to communicate, train stakeholders, and implement approved changes for the best return on investment
Mentors and educates other PMO team members on best practices, methodology and project management techniques
Responsible for project turnover and start-up to project delivery stakeholders. Coordinate engagement of partner resources and subject matter experts across multiple projects & organizational functions
Accountable for deliverables according to project scope as documented in Statements of Work.
Responsible for project close out and reporting on project health and risks. Formulate and summarize findings ia well-organized presentations to senior management; effectively summarize key information (e.g. cost savings, risk, efficiency improvements, accountability metrics, etc.)
Stakeholder Management
Serve as the primary Zones Operations point of contact for the client, with ownership over client satisfaction (including measurement, strategy, and remediation)
Develop deep knowledge and understanding of customer and stakeholder business and needs
Build strong relationships with customer operations stakeholders. Be the main point of contact for customer operational requirements.
What you'll bring to the team:
Bachelor's degree required; MBA preferred
PMP, ITIL or equivalent Certification require
10+ years of experience in program/ project management, process engineering or strategy within a technology or operations environment
IT Solutions industry experience a plus
Minimum of 3 years direct people management experience
Leadership skills: must have experience leading a portfolio of programs, multiple projects and teams
Ability to take ambiguous requirements, conduct investigation and develop strategy
Problem solving skills: must be able to identify risks and develop actionable mitigation plans
Analytical skills: must be highly analytical with experience in using objective data to drive strategic recommendations
Communications skills: must be able to concisely explain complex issues, communicate well in writing and verbally, and be able to build strong working relationships across all levels of the organization, including remote areas
Intellectual curiosity: must possess a desire to understand why/how things work vs. simply completing the task at hand
Knowledge of and experience using Project Management Software
Possesses strong Microsoft Office skills including Excel, Word, Outlook and PowerPoint
Zones offers a comprehensive Benefits package
While we're committed to providing top-tier solutions, we're just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, a 401(k) plan with matching provision, paid time off, and much more. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.
At Zones, work is more than a job -with exciting careers with a global team who are client centric, have a passion for tech, who embrace change and lifelong learning in a collaborative culture. If you're interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!