Operations Program Manager
Job Summary
Job Description
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.
Must have:
- 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
- Makes tough decisions and trade-offs between strategic and tactical issues
- 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.
- 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
- Formulate recommendations and summarize findings via well-organized presentations to senior management; effectively summarize key information (e.g. cost savings, efficiency improvements, accountability metrics, etc.)
- 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
- Can maintain objectivity (neutrality) in face of conflicting viewpoints and use data and evidence
- Achieve results with significant autonomy and through teamwork
- 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.)
- 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.
- Effectively identify, define, document and manage stakeholder expectations and communications to ensure customer measurable customer satisfaction
- Organize and conduct regular reviews to ensure sufficient progress vs. project objectives
- Set and drive agenda, roles and expectations per project to ensure all responsibilities are being met; escalate non-performance issues as appropriate
- Identify, define or refine new and existing project management processes and methodology
- Map existing workflows and processes to highlight needed improvements
- Mine available data to quantify and illustrate impacts of current processes
- Create models to quantify expected benefits of process improvements
- Develop and distribute recurring updates indicating status vs. objectives for each project
- Where appropriate, partner to develop change management communications strategy to keep stakeholders informed of coming changes as well as performance expectations
- Partner with stakeholders to develop means for operationalizing change recommendations
- Install QA/QC metrics and checks to monitor success of changes vs. expectations
Good to have:
- IT Solutions industry experience
Perks:
- medical/dental/vision coverage
- life insurance
- 401(k) plan with matching provision
- paid time off
6 skills required
Job Details
Description
Company Overview:
When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT.TM
Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.
Position Overview:
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.
What you will bring to the team:
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
- Makes tough decisions and trade-offs between strategic and tactical issues
- 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
Communication
- Formulate recommendations and summarize findings via well-organized presentations to senior management; effectively summarize key information (e.g. cost savings, efficiency improvements, accountability metrics, etc.)
- Can strategize with executive management on direction and approach to problem solving
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
- Can maintain objectivity (neutrality) in face of conflicting viewpoints and use data and evidence
- Achieve results with significant autonomy and through teamwork
- 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.
- Effectively identify, define, document and manage stakeholder expectations and communications to ensure customer measurable customer satisfaction
Project Management
- Organize and conduct regular reviews to ensure sufficient progress vs. project objectives
- Set and drive agenda, roles and expectations per project to ensure all responsibilities are being met; escalate non-performance issues as appropriate
- Identify, define or refine new and existing project management processes and methodology
Diagnostics & Analytics
- Map existing workflows and processes to highlight needed improvements
- Mine available data to quantify and illustrate impacts of current processes
- Create models to quantify expected benefits of process improvements
Communication
- Develop and distribute recurring updates indicating status vs. objectives for each project
- Where appropriate, partner to develop change management communications strategy to keep stakeholders informed of coming changes as well as performance expectations
Implementation
- Partner with stakeholders to develop means for operationalizing change recommendations
- Install QA/QC metrics and checks to monitor success of changes vs. expectations
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
Qualified candidates can expect a salary range of $90,000 - $120,000.
Note: Compensation is benchmarked on local Washington area market rates. Qualified candidates in other locations can expect a salary package that may be adjusted based off applicable cost of wages in their respective location.
#LI-EB1
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!
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