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Technical Program Manager

Location:

Lowell - Massachusetts - USA

Function:

Customer Service/Support

Ref #:

20200011205
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Description

PRIMARY RESPONSIBILITY
We are looking for a dynamic Technical Program Manager to join the Kronos Global Support Operations team. In this role, you will manage fast-paced entrepreneurial projects to help us shape revolutionary new technology and experiences that power our future products. Teams are interdisciplinary, cross-functional and often include external technology partners. The ideal candidate will have strong leadership skills, solid engineering fundamentals, and a proven track record for managing projects with a high degree of ambiguity.
This position will entail having the Program Manager work with Global Support Operations, IT and engineering to manage and drive forward cross-functional design and implementation of next generation support initiatives. Lead and drive initiatives into Global Support and Services from creation, adoption and continuous feedback. Be a change agent for the services organization identify, communicate and manage the changes across the organization.
With these changes, analyze the Outline process flows and understand the impact a change has to the overall methodology and to the overall customer experience.
Responsibilities Include:
• Prepare Project Charters – understanding and outlining the goals, success criteria and metrics that will determine the success of an initiative
• Prepare project/program plans, schedules, reports and budgets. Manage risks and develop mitigation plans
• Track and monitor all deliverables, calendars and meetings as necessary
• Hold teams accountable for their commitments, removing roadblocks and reporting/explaining any deviations from the plan
• Set standards of project delivery and drive the consistency of that delivery approach
• Proven ability to manage multiple concurrent projects, tying them all together with strategic vision and focus
• Collect inputs and prepare weekly and monthly status reports as required
• Assign a wide range of tasks based on skills, experience, and availability; clearly communicates task priorities, helping personnel adjust workload as needed
• Anticipate problems or situations that could affect the Global Service Enablement team
• Assess the potential impact on own and others’ work and develop and execute the best work solution Interact frequently with team, management and, where required, with customers to define project requirements and identify solutions consistent with defined terms, methodology, policy, and regulations.
• Strong attention to detail as well as the ability to function strategically and proactively, looking at the ‘big picture’ of the customer experience and corporate goals
• Work closely with Global Support, IT, Engineering Teams to deploy next generation support projects
SECONDARY RESPONSIBILITY
Assist the eServices team in Knowledge Management (KM) tasks as needed, taking guidance from the members of the team. Model KCS usage and provide insights on how to better the collection of metrics by means of Reporting tools. Contribute to FAQs or Knowledge Base as necessary. Assist with various Projects and assist Support and IT with requirements, Project Management and Deployment

Qualifications

BS/MA degree in Business related curriculum or equivalent experience and a minimum of 4 years of related work experience.
Skills:
• 4+ years of project management work experience in the software industry preferred
• 2+ years of process improvement work experience in the software industry preferred
• Broad knowledge of labor management solutions, HR / Payroll, ERP, or similar domain product/systems is a plus
• Knowledge of Salesforce or other CRM Solutions is preferred
• Experience managing a project team strongly preferred
• Experience managing process improvement projects strongly preferred
• Strong experience scheduling projects, preparing presentations and status reports
• Superb written and oral communication skills required (e.g., proficient in Microsoft PowerPoint, Word and Excel, and Microsoft Project and Microsoft Visio a plus)
• Experience with video and illustrator apps a plus
• Ability to perform multiple tasks ranging from project management to coaching other team members
• Ability to motivate and lead virtual teams of remote resources
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Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.