Position: Product Support Program Manager

Location: Americas - San Jose

Job Description:

We are seeking an experienced Program Manager to join the Product Support Operations team for this contracting position. This candidate will be responsible for improving customer involvement via the portal while driving strategy to implementation and spearheading business process improvement. They will interact with multiple teams to drive cross functional highly complex projects from requirements gathering through execution.

This person must understand all aspects of the service and support business and be able to perform the following:

- Gather and drive the business requirements definition with the business team
- Provide requirements definition guidance streamlining processes and driving improvements
- Work with the IT team to develop the correct solution by developing business cases and project plans
- Drive process improvement into other areas of the company
- Project manage the teams necessary to drive projects to successful resolution
- Develop and manage the business test cases
- Conduct post-mortem and document lessons learned to be applied for subsequent projects.
- Report status at all levels of management

Job Requirements:

- Must have 5+ years of project management and system analyst experience in a Customer Service environment.
- Exhibit exceptional communication and organizational skills. Must have experience working with remote teams.
- Demonstrate strong analytical and problem solving skills
- Must have a wide range of knowledge of multiple systems including ERP, CRM, web tools and portals specifically in the area of Web 2.0 implementations
- Display understanding of how to motivate other team members including team building and influencing skills.

Contact information:

This is a contract position located at Redback Networks (a subsidary of Ericsson) in San Jose.

We are looking for someone with a business background that can let IT drive the technical aspects of this project.

If interested and you meet the requirements below, please send your resume to jfields AT redback DOT com. I will forward to the hiring manager.