The Readiness Manager will be responsible for the oversight of the Customer Care PMO. They will directly manage the Project Managers within the Customer Care organization to coach, collaborate, strategize and ensure positive progress occurs on their projects. They will also be responsible for executing and running their own high priority dept projects, ensuring all key stakeholders needs are being met. This role will require close collaboration with Support Operations staff and Service Delivery, to ensure the PMO is providing a superior level of support in ensuring key initiatives are tightly managed with regards to quality and timeliness of deliverables.
Your First Six Months:
Learn the PMO processes and familiarize yourself with Smartsheet, JIRA
Get up to speed on all projects being run within the PMO and familiarize yourself with project risks
Coordinate the overall roadmap of the department for ongoing projects
Build relationship with all Operations Management, solicit ongoing feedback on the PMO and your individual PMs
Spend a considerable amount of time reinforcing best practices with all PMs
How to run an effective meeting
Managing without authority
Building rapport and trust with stakeholders
Milestone Management; be closely aligned with Operations director, on staffing issues and risk identification and mitigation strategies
Own Change Management Process and drive submissions to completion, working with individual Stakeholders or assigning PM to assist in running project
Ensuring quality processes are established and maintained for all LOBs
Drive the completion of the department's new workflow management tool, Synergy, ensuring adoption and success
Owning Standard Change request prioritization in Sprint planning meetings
Attend all Operation sprint planning meetings, act as voice of Customer Care to ensure all asks are properly prioritized against the needs of the business.
Six to Twelve Months and Beyond:
Produce measurable improvement of project scoping accuracy
Act as the primary go to resource for Senior Management for collection of feedback, clarification of project times lines and act as resource in assisting them accomplish their goals and MBOs
Identify areas of improvement for the PMO that will increase efficiency, bandwidth, and accuracy of timelines. While reducing rework, changes to timeline, miscommunication
Measure On Time, and work to improve on time accuracy to COPC On Time Standards
Work with Director of Readiness on department improvement initiatives identified through close working relationships with peers and Sr. Management.
Key Challenges to Overcome:
Carbonite is a rapidly evolving acquisition company with ever expanding moving parts. The Manager of the PMO will need to work to bring organization to the Customer Care dept. Ensuring all team members are on the same page and working towards a common goal.
This individual needs to lead with authority and build trust and confidence with stakeholders.
What will make you successful at Carbonite:
A track record of good judgment and decision-making in positions with significant responsibility
Highly autonomous and able to independently identify high value projects and drive them to completion
Demonstrated leadership capability in cross-functional team environments
High degree of comfort with complex technical environments
Having and being able to articulate/defend an informed opinion on important topics
Assuring your projects are fully utilized and meet the expectations of your stakeholders
Skills & Experience:
Excellent Communication skills
Inquisitive mind with ability to analyze data and extract relevant information
Experience managing 3-5 direct reports in high visibility roles
Strong managerial and project management background, CAPM, PMP certification a plus, Six Sigma
Familiarity with Agile Development strategies
Collaborative, Organized, Detail oriented approach to work
Must have strong sense of urgency
Prefer Project Management backgrounds from diverse industries
Carbonite provides a complete Data Protection Platform for businesses and the IT professionals who serve them. From backup and disaster recovery to data migration, high availability and endpoint protection, our flexible solutions can be tailored to meet the data protection needs of any business.
Carbonite solutions are strengthened by our outstanding team members and through strategic acquisitionslike our purchase of leading endpoint protection provider Mozy Inc., and high availability specialist DoubleTake Software. Our laser focus on security and our track record of meeting customers' unique requirements are two more reasons why businesses around the globe depend on Carbonite.
Carbonite is made up of over 1,000 smart and dedicated individuals who work at locations all over the world. We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit. With our robust Data Protection Platform, we are well-positioned in a rapidly growing market. We're currently looking for talented people to join the Carbonite team both in the U.S. and globally. Are you ready to grow with us? #LI-POST
Carbonite, Inc. is an equal employment opportunity and affirmative action employer does not discriminate based upon race, color, religion, sex, national origin, age, genetic information, gender identity or expression, sexual orientation, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law. Upon request, accommodations will be made available during the recruitment process for applicants with a disability. If you require accommodations, we will work with you to provide or arrange for the provision of suitable accommodation wherever possible. All qualified applicants are encouraged to apply.