Customer Experience/Support Transformation Manager at Mitel Networks Corporation in Remote

Overview:

The Customer Experience/Support Transformation Manager will lead and ensure successful completion of large global cross functional programs linked to the Customer Experience organization. This position will assist in identifying, building and implementing initiatives that will propel Mitel to be recognized as a World Class Customer Experience leader.

Mitel is looking for a leader who can transform how our products & services are not only supported but also referenced within the industry. Implementing State of the Art technology and processes will be key to the success of this position.

This position is remote within the US.

Responsibilities:

• Responsible for the overall management & completion of assigned program(s).
• Ensure that programs are properly structured, staffed and kicked-off for success.
• Lead cross functional teams to meet and exceed all program requirements; responsible for driving program success, including costs, adherence to schedules, deliverables, technical quality of work and cross functional interlocks/approvals.
• Hold program team accountable for their commitments, implement key performance indicators to identify risks to and deviations from plan, address roadblocks and manage risks to ensure programs stay on track.
• Efficiently report on program status, issues/risks and escalations.
• Summarize Closeout of each program including documenting lessons learned and constantly improving/enhancing Mitel program/project management capabilities, processes & techniques.
• Develop and implement success criteria for each program and continuous monitoring and improvement plans.

Requirements:

• 10+ years-experience in Communications or Technical related industries, with minimum 5 years-experience as a Program Manager running medium to large scale global cross functional programs.
• Bachelors’ degree in Business, Business Management or a technical field with equivalent experience.
• Proven track record of driving change and implementing transformational projects cross functionally within an organization.
• Experience planning, organizing, directing, and executing challenging tasks to completion.
• Strong interpersonal relationship skills with a proven ability to influence, work, establish and maintain influential relationships with cross functional teams.
• Financial acumen and ability to work with complex spreadsheets.
• Working knowledge of MS office and program management software (MS Project etc.).
• Experience planning, organizing, directing, and executing challenging tasks to completion.
• Ability to lead a team, manage responsibilities and meet deadlines.
• Thorough understanding of program management techniques and methods.
• Ability to develop clear and detailed program / project plans.
• Excellent knowledge of performance evaluation techniques and key metrics