Operations Program Manager, Bazaarvoice

• You’re a program manager with experience leading services operations who will round out our Global Services Operations team,
• You have a strong experience optimizing processes, and driving simple solutions to complex problems
• You’re not afraid to roll-up your sleeves and get into the process details
• You’re focused on the customer experience
• You’re passionate about your work, detail oriented and have excellent problem solving abilities
• You’re a strategic thinker and create initiatives that further the company's overall goals
• You’re adaptable in a fast-paced environment with a bias toward action
• You have strong communication and project-management skills
• You have experience collaborating with cross-functional and geographically dispersed teams
• Bachelor’s Degree or equivalent
• 3+ years’ experience as a project or program manager in a SaaS environment
• Proven track record with developing and delivering effective processes

Desirable

• Work closely with our Delivery Operations teams in Vilnius (Lithuania)
• You will join a team of facilitators working across departments and regions to ensure collaboration, communication, and successful delivery of programs and projects
• You will mainly own our Provisioning program to streamline and scale our provisioning process, facilitate our clients transition between our Sales and Delivery teams and prepare our clients for their implementation kick-off
• You will also be responsible for the global revenue launch and ensuring operations run smoothly and to the highest quality
• You will be working closely with many different departments to provide a remarkable customer experience holistically, improving on existing processes or rolling out new ones for new product launches
• Design new provisioning processes, working cohesively with other teams on the roll out
• Maintain provisioning processes for all our products and offers, including clear and concise documentation
• Set, maintain and improve provisioning SLAs
• Ensure revenue is launched promptly and accurately
• Collaborate with the Provisioning team in Vilnius as well as with the other Bazaarvoice departments globally (Product, Sales, Finance, Delivery, Support, Business Technology)
• Establish strategies and processes for scalability
• Drive process automation, standardization, efficiency and customer-experience improvements
• Support change management needs
• Communicate process, operations concepts and results effectively to leadership, business & cross-functional partners
• Own and maintain existing project tools used by Client Services (Financial Force/Certinia)
• Partner with the other program managers to design, develop and maintain cohesive and efficient delivery operations processes