Job Description

Become an integral part of creating an exceptional customer experience by joining the National Instruments Services & Support Operations - Tools, Insights & Processes(TiPs) organization as a Program Manager. The TiPs team enables Global Services & Support teams with innovative, rapid processes, insights & solutions that optimize and drive business results while improving customer experience.  

The Program Manager plays a critical role in the execution of key Services & Support projects and pilot programs. This role will work with other organizations including Sales Operations, Customer Operations, Sales, IT, and resources from within Services & Support to scope, execute and drive adoption of programs and initiatives defined by Services & Support Leadership. This role will specifically work with members the EMEA Region and represent interest at Global level.

The successful TIPs Program Manager will accelerate Services & Support’s journey towards its future state.  They will be a key member of the Global TiPs team and will have an opportunity to work in a fast-paced, highly collaborative environment.  

Job Responsibilities

• Scope, execute and drive adoption of key programs and initiatives in the Services & Support organization 

• Host regular business review with leadership to review key business objectives, share KPIs and make necessary adjustments 

• Host regular internal stakeholder reviews, reviewing program performance in accordance with the established KPIs & SLAs  

• Works with Support leadership to set scope, secure resources, and coordinate execution of key Support initiatives  

• Works with Operations, IT, L&D and other functions to optimize key Support programs for efficiency and effectiveness 

• Where necessary, conduct comprehensive root-cause analysis and develop mitigation plans  

Basic Qualifications

A successful Program Manager must:

• Drive the execution of transformational initiatives across Sales, working with key business stakeholders and technical subject matter experts to coordinate delivery and realize value  

• Lead project teams in the creation of actionable deliverables to facilitate execution including project plans, decision logs, risk logs, communications plans, and performance measures  

• Build strong partnerships with internal & external stakeholders to drive adoption and deliver desired business outcomes  

• Provide strong analytical thinking for existing business problems, working with stakeholders to clearly identify business requirements to enable business capabilities.  

• Achieve project results leveraging project management, process design, and change management methodologies  

• Develop policy and business rules that efficiently govern processes globally while accounting for regional differences  

• Develop and execute right-sized change management plans to prepare, equip, and support individuals through change  

• Leverage continuous improvement and process analysis methodologies to analyze complex processes, identify gaps and design new effective business processes.  

• Identifies obstacles to change and recommends corrective action  

• Effectively communicate to all levels – from senior management to individual contributor  

• Be able to travel up to 15% of time 

Qualifications

• Bachelor’s Degree from an accredited college/university  

• 3-5 years of experience in business project management  

• Experience managing cross-functional projects  

• Experience working with all levels across organization  

• Self-motivated and proactive  

• Able to deal with ambiguity  

• Strong organizational, planning and project management skills  

• Strong clear and concise communication skills  

• Superior problem solving, analytical and critical thinking skills  

• Knowledge of sales processes and agile methodologies preferred  

• Experience with change management and process management preferred  

• Project Management Certification a plus

Application Procedure

Please follow the Link to apply for the role.