Customer Experience Senior Program Manager

Mitel Networks Corp Rochester, NY
Mitel is searching for a senior-level Program Manager focused on improving the customer experience through our customer-first programs. The ideal candidate understands customer behavior and will be responsible for bringing together all the needed groups in the company to define, implement and validate people, process and technology improvements to achieve best-in-class Customer Success.

We are looking for someone who has a great can-do attitude, works with high energy, takes ownership and accountability for issues with excellent team building skills. The successful candidate will have proven success in building strong relationships, managing stakeholder expectations and able to communicate at all levels. Simply put, we are looking for disciplined execution in a team environment with the DNA of Customer First, Customer Success, Customer Experience.

If you are an overachiever and want to contribute to a team that will truly appreciate your dedication and hard work, then consider a career at Mitel. You can dramatically shape the definition of "Success" in Customer Success.

Responsibilities:

* Work with the executive leadership team to define and clarify program vision and scope, coordinate the project plan for better handoffs, higher renewal rates and customer satisfaction including feedback into our product development

* Drive cross-functional teams, including Sales & Services, Customer Success, Marketing, Product, Finance and Support,

* Coordinate activities across different organizational functions, motivating team members and assigning work

* Track project progress, report status and determine and take corrective actions

* Project manages the complete product and service lifecycle of commit gates from conception to implementation and normalization

Requirements:

* Must have 10+ years of experience working with customer facing programs

* Must have 5+ years of experience project managing teams

* Must have excellent written and verbal communication skills, be able to succinctly communicate summaries for executives

* Must be highly driven, self-motivated, and able to drive and motivate others

Education:

* Bachelor's degree is mandatory

* Master's degree or equivalent is highly desired

* Proven results in Customer Experience & Satisfaction programs

* Project management certification or equivalent is highly desired

Mitel is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.