by Ronald Barron | Jun 25, 2024 | Uncategorized
About the Role
Program Manager
Remote
Technology
Minneapolis, Minnesota, United States
Description
Calabrio is an innovative, fast-paced, growing software company that delivers integrated workforce optimization software for today’s multi-channel contact centers. We are in an exciting growing phase and now is an excellent time to join and help us develop even further as a company.
At Calabrio, Product Operations is a new organization that supports over twenty software development teams across the US, Sweden, Canada, and India. Our mission is to optimize the intersection of Product and Engineering by curating data, enabling insights, and codifying ways of working. We establish processes that make data insights available to empower decision making in Product and Engineering, enable Agile practices to grow and mature in a healthy way across development teams, and provide technical program management to ensure delivery of key initiatives and cross-departmental projects.
As a member of the Product Operations team, the Program Manager will ensure the success of cross-functional programs, while also devoting a percent of your time to Coach Agile teams. This role will work with Product and Engineering along with other stakeholders like Product Marketing, Sales, GTM, and Support and report directly to the VP of Product Operations.
What You’ll Be Doing:
- Manage cross-functional technical programs, recommend updates to methodologies, operations, and process documentation.
- Develop and maintain program progress reports for the program team and for Executive Leadership.
- Generate program artifacts like conceptual/logical architectures, process flows, integration design documents, or risk assessment templates.
- Maintain communication regarding any updates or additions to process and/or documentation.
- In addition to program management, provide overall guidance for 1-3 scrum teams on Agile/Scrum best practices, leading agile ceremonies like backlog grooming, sprint planning, daily stand-ups, and retrospectives.
- Support Product Portfolio Planning (weekly, quarterly, and Annual Planning rhythms).
- Working with other Agile Coaches and Program Managers with Product Operations on new processes and strategies to improve how teams collaborate and deliver work.
Requirements
- 3-5+ years’ experience in one or both:
- as a technical Program Manager or Project Manager in product/software development environments operating under Agile methodologies
- as an Agile Coach, Sr Scrum Master, or similar Agile leadership roles
- Experience with program/product management tools like Azure DevOps, Jira, or Confluence
- Experience with facilitation tools like Miro or Lucid
- You have a strong interest in flow efficiency and optimizing processes
- A background in systems engineering or software product development is advantageous
APPLY HERE
by Ronald Barron | Jun 25, 2024 | Uncategorized
About the Role
Senior Technical Assistance Specialist
locations
Reston, VA
time type
Full time
job requisition id
R2402403
ICF’s Early Education Services Line of Business seeks an experienced Senior Technical Assistance Specialist to support States, Territories, and Tribes to collect, manage and report child-care federally mandated data to improve the quality, completeness, and timely submission of the data. Technical assistance will be provided on the data collection system as well as expert programmatic technical assistance on the Child Care and Development Fund (CCDF) data reporting requirements. This position will collaborate on the development of innovative, high-quality products and services delivered TRAVEL”>onsite or through virtual platforms.
The ideal candidate will have both a background in and experience with early childhood education (ECE) data systems at the local, state or national level, including experience specifically with the Child Care and Development Block Grant (CCDBG) data in a state, TRAVEL”>territory, or Tribe. This position will be responsible for the design, development, and implementation of Training and Technical Assistance (TTA).
The position is full-time and remote within the U.S. and may involve up to 20% travel to OCC sponsored events and to provide technical assistance to states, territories and Tribes.
Key Responsibilities:
- Leverages specialized depth and breadth of CCDF requirements to inform and assist grantees in TRAVEL”>meeting federally mandated data reporting requirements.
- Uses knowledge of data analysis methodology to assist grantees with data collection and reporting.
- Works with team members to clarify, refine and synthesize data as needed.
- Informs the development of databases, dashboards, and reports to support effective collection and utilization of CCDF data.
- Identifies resource development needs by evaluating grantee needs and developing on-going technical assistance plans.
- Tracks the submission status of federally mandated data and alerts grantees of upcoming due dates.
- Assesses the quality of data provided and delivers feedback to grantees to enhance the quality of data.
- Develops, facilitates review and approval, and disseminates accurate, easy to understand technical assistance resources for grantees.
- Uses knowledge of CCDF reporting requirements to design training and technical assistance services that support compliance and guides lead agencies towards best practices.
- Develops and delivers targeted and universal training and technical assistance activities (e.g., TRAVEL”>regional TRAVEL”>TRAVEL”>meetings, national conferences, and site visits) including coordinating the event production calendar and tracking logistics for events.
- Ensures training and technical assistance events are evaluated in a consistent and timely manner and ensures follow up on any issues or questions that surface.
- Participates in or leads various workgroups as requested and as relevant to the project’s work.
- Interacts and networks regularly with peers in other functional areas of the project.
- Takes responsibility for understanding the goals and objectives of the client.
- Builds strong, positive relationships with CARS team members for ongoing communication, collaborative planning, and shared problem solving to meet the needs of clients, states, territories, and Tribes.
- Builds strong, positive relationships and connections with Office of Child Care (OCC) staff (Central, TRAVEL”>regional) and CCDF Lead Agency staff to foster effective communication, planning, and shared problem solving.
- This job description is not intended to be a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may be revised at any time to meet project needs at any time with or without notice.
Basic Qualifications:
- Bachelor’s degree in early childhood education, public policy, public administration, or management.
- 8+ years of demonstrated experience in early childhood, public policy, public administration, or management.
- 8+ years of experience offering training and technical assistance on CCDF regulations, including strong presentation and facilitation skills.
- 5+ years of experience with CCDF regulations and applicable federal data reporting requirements.
- 5+ years of experience developing training and TA content, including excellent written and verbal communication skills.
- 5+ years of experience coordinating teams to establish and track project plans, milestones, and timelines for project deliverables.
Preferred Experience/Skills:
- Experience supporting the implementation of the CCDF program at the Federal, State or Local Level.
- Experience at state or national level with policies, early care and education regulations, and systems, particularly the collection and analysis of data to inform practice.
- Experience at the state or national level with the development and implementation of technical assistance.
- Experience with and content knowledge related to CCDF data reporting, data analysis, and utilizing data to inform regulations.
- Experience addressing complex issues where analysis of data requires an in-depth evaluation of variable or previously unidentified factors.
Professional Skills:
- Excellent verbal, interpersonal, and written communication skills.
- Strong analytical, problem-solving, and decision-making capabilities.
- Team player with the ability to multi-task in a fast-paced environment.
- Ability to apply detailed knowledge of organizational procedures to make independent decisions and serve as a credible resource for a senior management team.
- Ability to work with all levels of internal staff, as well as outside clients and vendors.
- Ability to be flexible to handle multiple priorities
- Demonstrated outstanding level of professionalism including the ability to exercise good judgment, discretion, tact, and diplomacy.
- Sound business ethics, including the protection of proprietary and confidential information.
- Ability to address conflict openly, looking for win-win solutions.
- Appreciation of diverse cultures, work styles, and different ways of thinking.
APPLY HERE
by Ronald Barron | Jun 25, 2024 | Uncategorized
About the Role
Title: Manager, Field Engineering – eDNB
Location: United States
Job Description:
Mission
Reporting to a Director of Field Engineering, the Manager, Solutions Architects (SAs) at eDNB will help lead a team of SAs for the Emerging Digital Native Business segment. You will lead and promote a dynamic team focusing on leveraging Data and AI to enable late-stage, fast-growing companies (under $1B in valuation) to deliver highly differentiated products, services, and experiences to their customers. Leading the technical, split-focused team (50% pre-sales, 50% technical acumen), you will partner with Sales (and other Field Engineering technical segments) to increase revenue and help customers become wildly successful. You’ll scale and maintain an outstanding Field Engineering team that is efficient in its operations to help accelerate Databricks’ growth in the market.
The Impact You Will Have
- Hire, train, and grow a team of Solutions Architects for a company in high-growth mode.
- Make your customers extremely successful with eDNB and provide outsized value to their businesses.
- Maintain a robust hiring pipeline at all times.
- Establish relationships across the business to make your customers and team successful.
- Keep your team of SAs ahead of the technical curve by ensuring continuous learning and working to provide our customers with the most comprehensive solutions for their needs.
- Implement business process improvements and new innovative ways to engage customers. Ultimately enabling SAs to be force multipliers in the business and scale their impact.
- Lead programs and initiatives in the business to help the region achieve its business objectives and goals.
What We Look For
- Proven experience building and leading technical pre(or post)-sales teams, including hiring, onboarding, and enabling pre(or post)-sales professionals.
- 5+ years of experience in the data space with a technical product (i.e., data warehousing, big data, machine learning, or generative AI).
- Trusted advisor to technical executives that guide strategic data infrastructure decisions.
- Lead a team through best practices for technical qualification, technical validations, architecture discussions, and product demonstrations.
- Establish and foster external partnerships with systems integrators (SIs) and independent software vendors (ISVs) that maximize and accelerate client success.
- Strong understanding of consumption-driven business models and the recipes for long-term growth and success.
- Experience hiring candidates that continually raise the bar, ramping them up to be successful, and promoting into larger roles.
- Create positive morale for the team and help foster a working relationship between Field Engineering, Sales, and other important internal cross-functional teams.
- Experience working cross-functionally with other teams such as Sales, Product Management, Engineering, and Customer Success.
- Must be technical enough to earn the trust of engineering talent and leadership at eDNB.
- Demonstrated architectural influence, able to influence and review complex architectures; guiding your team and customers towards ideal solutions that scale.
APPLY HERE
by Ronald Barron | Jun 25, 2024 | Uncategorized
About the Role
Director, Customer Experience
remote type
Remote
locations
Remote-USA
time type
Full time
job requisition id
P744976
About the team
Zillow’s mission is to give people the power to unlock life’s next chapter and this role contributes to our mission by assisting real estate agents with customer support across multiple Zillow products. The Director of Customer Experience is responsible for crafting and leading all aspects of the strategic vision for technical contact center operations support related to products and services for real estate professionals. This pivotal role demands an expert leader who will concentrate on achieving performance goals and guiding the strategic direction of the real estate agent’s complete customer experience journey. They will drive operational efficiency across various teams and promote collaboration with marketing and product teams. Ready to dive in, drive strategic direction, operational change, and be a motivator for transformation? Look no further – this role is tailor-made for individuals like you who are eager to make a lasting impact!
About the role
The primary responsibilities of this role include:
- Leading Multiple Support Center Operations Teams: Responsible for daily operations for teams across multiple business lines achieving performance targets (i.e., Service Level, Quality, Average Handles Times, etc.) handling complex agent issues.
- Financials: Ownership of the P&L responsibility, coordinating financial performance and driving profitability for the department. Accountable for owning the budget and optimizing staffing model to ensure financial adherence to annual plan.
- Team Management: Directs a team of 120+ employees across multiple locations in US and Serbia; ensuring excellent customer service and quality standards.
- Analyzing Data and Metrics: Identify trends and insights to improve processes, policies, and procedures. Develop and monitor critical metrics to understand performance and build mitigation strategies.
- Partnerships: Work collaboratively with other departments, such as Program Management, Product, Workforce Planning, Vendor Management, and IT, to identify and implement innovative technology or processes that optimizes efficiency and delivers outstanding customer service
- Continuous Improvement: Focus on continuous improvement using technology (AI, Chatbot, etc.) and self-serve solution options (Help Center, SMS, Chat) striving to identify areas that improve customer journey across multiple contact points.
This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.
In California, Colorado, Connecticut, Hawaii, Nevada, New York, Washington state, and Washington DC the standard base pay range for this role is $132,400.00 – $211,600.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Nevada, New York, Washington state, and Washington DC and may not be applicable to other locations.
In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location.
Who you are
- At least 10+ years of people leadership experience as leader of leaders and leaders of others in a contact center environment
- Bachelor’s or master’s degree or equivalent experience in business administration, management, or a related field is helpful
- Experience with Lean Six Sigma or other process improvement concepts is a plus.
- Analytical and quantitative skills demonstrating data/metrics using reporting technology (Excel, Tableau)
- Experience with contact center CRM technology (Salesforce, Zendesk) and telephony systems (Genesys) is required.
- Ability to travel both domestically and internationally is required
Transferable Skills
Here at Zillow – we value the experience and perspective of candidates with non-traditional backgrounds. Do you have transferable skills or related experiences? We encourage you to apply!
APPLY HERE
by Ronald Barron | Jun 25, 2024 | Uncategorized
About the Role
HubSpot Specialist
Remote · Full time
At our agency, HubSpot Specialists are responsible for training, implementing and integrating all aspects of Marketing, Sales, Service, Operations and Content Hubs for our clients. The role is equal parts strategy and technical execution and will involve working with both brand-new and long-time HubSpot users.
Description
A day-in-the-life of a HubSpot Specialist will include:
- Leading complex CRM implementations, including large-scale data migrations, custom integrations and more
- Performing HubSpot onboardings for new customers and platform enablement training for existing customers
- Auditing HubSpot portals to create a strategic plan with prioritized recommendations to get more value from their subscription
- Implementing data hygiene strategies that focus around lead scoring and lifecycle stages
- Customizing HubSpot through custom properties, custom objects, custom contact records and more
- Integrating outside platforms—most notably Salesforce—with HubSpot using both native and custom integration tools
- Setting up individual tools within all Hubs, including workflows, lists, chatbots, reporting dashboards and more
- Architecting HubSpot-centered technical solutions for clients
- Scripting and recording “HubSpot Helper” tutorial videos for YouTube
- Answering questions and posting to our agency’s group on HubSpot Community
- Staying up-to-date with HubSpot product updates, especially their new AI tools
This job would be an awesome fit if you have:
- 3-5+ years’ of hands-on experience as a HubSpot Admin or super user, preferably in an agency setting
- Expert-level knowledge of Marketing, Sales, Service and Operations Hub (CMS Hub is a bonus!)
- Multiple HubSpot Academy certifications
- Experience with complex CRM implementation projects involving several stakeholders
- Experience with data migration, the native Salesforce-to-HubSpot process, custom integrations and other advanced technical skills (especially related to APIs)
- A love of training new and existing HubSpot users with varying degrees of technical know-how
- A knack for project management and client relationships
- The confidence to present ideas and make recommendations in front of clients
- The ability to thrive in a deadline-driven environment, juggling multiple projects during any given day
APPLY HERE
