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Technical Program Manager

1 month ago

Prague, Hlavní město Praha, Czech Republic Make Full time
Job Title: Technical Program Manager

We are seeking a highly skilled Technical Program Manager to join our team at Make. As a Technical Program Manager, you will be responsible for managing customer-related projects, including escalations towards our product engineering teams. Your primary focus will be on designing, implementing, and overseeing the overall process of managing these escalations to ensure timely resolution in accordance with internal SLAs.

Key Responsibilities:
  • Break down customer-centricity-oriented programs into projects and coordinate and execute across functional areas to deliver on program deliverables.
  • Drive effective teamwork, communication, collaboration, and commitment across multiple groups and to different stakeholders.
  • Manage risk and communication, monitor project schedule, review project progress and timelines, and identify and resolve issues to ensure project success.
  • Propose the best course of action and optimal solutions for target implementations.
  • Program management across its entire lifecycle.
  • Management of technical discussions and strategic decision-making.
  • Design, implement, automate, and oversee the overall process for managing customer escalations towards product engineering teams.
  • Cooperate with Product and Engineering managers to prioritize incoming escalations and their resolutions.
  • Work with dedicated engineers on duty to ensure a clear and automated process for promptly addressing urgent customer matters.
  • Analyze incoming technical issues, prepare summaries, and provide outcomes for engineering teams to expedite issue resolution.
  • Utilize monitoring tools to analyze issues and gather relevant data for informed decision-making.
  • Categorize incoming issues, identify patterns, and propose improvements.
  • Collaborate with the Analytics team to define metrics and assess the effectiveness of customer issues and escalation management processes.
  • Report to stakeholders on the data-driven success of this process.
  • Define and implement procedures for two-way communication, ensuring stakeholders are informed of escalation status and progress.
  • Lead and support other customer-oriented projects, initiatives, and activities within the Engineering department from a project management perspective.
  • Actively develop and manage collaboration with stakeholders from Celonis' (our parent company's) Product & Engineering department, including defining and implementing effective collaboration strategies, establishing clear expectations and communication channels, identifying the appropriate points of contact, and co-leading and supporting mutual projects and initiatives.
Requirements:
  • Experience in Technical Program Management in SaaS software companies.
  • Master's degree in Computer Science or equivalent experience and skillset.
  • Strong project management skills with experience in designing, implementing, and overseeing complex processes.
  • Ability to clearly and accurately communicate program status, issues, dependencies, and risks to leadership and other program stakeholders.
  • Experience facilitating fast decision-making by identifying key stakeholders and surfacing the required information to make critical decisions.
  • Demonstrated ability to prioritize customer needs and advocate for customer-centric solutions.
  • Strong ability to prioritize tasks, manage competing priorities, and meet deadlines in a fast-paced environment.
  • Flexibility to adapt to changing priorities and business needs while maintaining focus on delivering exceptional customer experiences.
  • Experience with technical advisory in customer-specific issues and troubleshooting.
  • Solid understanding of technical concepts, logical thinking, methodical approach to identification of correlated events, and ability to derive cause and effect in complex systems and familiarity with monitoring tools to analyze issues effectively.
  • Excellent problem-solving ability, ability to multi-task, and value teamwork.
  • Ability to find practical, simple, and effective solutions to complicated problems without sacrificing quality.
  • Experience with data analysis and interpretation to assess the effectiveness of processes and make data-driven decisions.
  • Entrepreneurial spirit, self-sufficiency, and ability to operate in a fluid, ambiguous environment.
  • Fan of automation and experience using it to simplify work or work of others.
What We Offer:
  • RSUs grant in a rapidly growing company raising its value every day.
  • Annual bonus.
  • Multinational team with 42 nationalities creating the future of automation.
  • Learning & Development plan (online language, professional courses, conference tickets, and other trainings) & 2 learning days per year.
  • Notebook/Macbook and 34'' curved monitor.
  • 25 days of vacation, 4 sick days, Company day off 31.12.
  • 10 care days to care for your loved ones.
  • Extra parental vacation (3-6 months).
  • RSUs grant for a newborn child.
  • Life insurance.
  • Benefit Plus Cafeteria (incl. MultiSport Card).
  • Remote working allowance.
  • Snack bar, coffee, tea, fruit, and vegetable, and sweets all day - every day - available for everyone.
  • Monday breakfast, Wednesday lunch, and Friday break, with company-provided food and drinks, with music and lively discussion.
  • Flexible working hours + home office.
  • Company therapy pets in Prague's office (dog-friendly office).
  • Company 3D printer.
  • Team buildings, parties, and company events multiple times a year.

We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment and equal opportunity in all aspects of employment. We will not tolerate any unlawful discrimination or harassment of any kind. We make all employment decisions without regard to race/ethnicity, color, sex, pregnancy, age, sexual orientation, gender identity or expression, transgender status, national origin, citizenship status, religion, physical or mental disability, veteran status, or any other factor protected by applicable anti-discrimination laws. As a US federal contractor, we are committed to the principles of affirmative action in accordance with applicable laws and regulations. Different makes us better.

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