Program Manager - Community Support
About the role and about You:
Zwift is looking for a Program Manager passionate about our rapidly growing Community Support business function. In this role, you will be responsible for managing the implementation of various Community Support process, organizational, vendor, and technology projects; managing 3rd party Community Support partners project delivery and execution; and supporting improvements to the Community Support function overall. Reporting to the Sr. Manager, Program Management - Global Programs, and working closely with the Vice President of Community Support, you will be a key leader for Zwift’s future success by helping deliver and maintain the Community Support function which will be critical to the success of Zwift’s growth.
What you’ll do:
- Understand the business problems and objectives of the Community Support organization as the intersection between the Product team and the Enterprise functions.
- Manage a business roadmap for projects and programs affecting the business operations of Community Support.
- Work closely with the Product team Service Designer and Product Managers to enable business operations to support the Zwifter facing Product improvements.
- Work closely with the Business Technology Partner and Technology Project Manager for Enterprise Applications to deliver improvements to existing Community Support systems and (as needed) implement new Community Support systems.
- Work with the Engineering and Supply Chain to understand the impacts to the Community Support business operations and what work needs to be completed.
- Perform the evaluation of new projects and programs - including work estimates, duration, cost, assigned resources within Community Support, priority and timing, impacted departments (e.g., software product development, data platforms & insights, information technology, process improvement, supply chain, finance).
- Drive the intake process of Community Support projects and programs into other impacted departments & groups within Zwift.
- Orchestrate the delivery of Community Support projects across Community Support itself, 3rd party vendors (e.g., BPO vendors, SaaS vendors), and internal delivery groups (especially, software product development, process improvement, supply chain, and engagement).
- Track and report status, risks and issues, decisions, resource constraints, and dependencies across Community Support led projects, Community Support contributing projects, and Community Support impacting projects.
- Work closely with Zwift Community Support executives, including the C Suite, to ensure communication is detailed, decisions are timely, and the value is realized.
- Be an active participant in all design, development, testing, and roll-out decision making processes for the Community Support processes, organization, and tools.
What we're looking for:
- BS in Operations, Engineering, or relevant management area.
- 3-5 years of experience in Project Management.
- Experience working with Community Support / Customer Service projects.
- Experience working within an Agile framework (xP, SCRUM, SAFe, or any other), specifically with a software product development focus.
- Extremely positive relationship building, collaboration and communication skills.
- Ability to drive a successful delivery, in an ambiguous and evolving environment, through influence and soft skills rather than direct reporting relationships.
- Needs to have flexible working hours to work with a global footprint (e.g., US, UK, Philippines, China, Eastern Europe).
- Experience with Jira and SmartSheets or equivalent project management tools and processes.
- Experience serving as a project manager in a remote/distributed working environment.
- Demonstrated ability to work in a team environment.
- Self-motivation to deliver results and seek continuous improvement.
Bonus points:
- Experience working with Community Support BPO vendor(s).
- Certified in PMP and/or SAFe and/or PMI-ACP and/or SCRUM.org
- Experience working with third parties resident in Asia Pacific.
- Experience with Kustomer.
- Experience in an international implementation.
How to stand out among the rest:
Your resume/CV is enough to show off your skills, accomplishments, and experience. However, if you choose to include a cover letter introducing us to your awesome personality, we will read that too.
Values:
Of course, we are nothing without our values. Our values ground us. They ensure we run and build a company where people love to work, feel like they are welcomed, included, and belong. Only then can they thrive and do their best work. The values we strive to live every day are:
- Make It Fun
- Elevate Teammates
- Cultivate Our Community
- Always Level Up
- One Zwift for All
We strongly believe that different backgrounds and ideas are a competitive advantage; we hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Zwift is proud to be an Equal Opportunity Employer. If you have a disability or special need that requires accommodation, please let us know by emailing [email protected].
Zwift, Inc. is an Equal Opportunity Employer.