Program Manager Non Tech 3

Summary:

The role is part of the Execution Team responsible for managing critical situations (CritSit) across all technologies. The primary focus is to meet customer needs by effectively managing resources and communication among all parties involved in a CritSit. The team provides 24x7, 365 days a year afterhours coverage for Premier clients, addressing severe business impact issues, identifying internal failings, and driving positive change. Given the nature of the business, flexibility to work outside of standard business hours, including weekends and some holidays, is required.

Responsibilities:

• Address high-priority customer escalations for critical and high-visibility problems impacting strategic Premier customers and partners.
• Participate in a 24x7 coverage schedule, providing timely and reliable responses to complex customer escalations.
• Provide mentorship regarding the CritSit process to ensure successful execution.
• Interface with various departments within the customer and partner organizations to drive resolution, up to the executive level.
• Manage Premier Customers’ and Partners’ Critical Situation incidents to ensure adherence to the CritSit process and address any escalation needs.
• Deliver a high-quality customer and partner experience through timely and effective resolution of issues.
• Expand internal visibility of Premier Customers’ Critical Situations by managing complex or politically sensitive situations during afterhours.
• Identify systemic issues and flag process breakdowns during the execution of the CritSit Process.

Requirements:

• 3-5 years of experience in a customer-oriented position.
• Fluent business-level written and verbal communication skills in English.
• Ability to work weekends and public holidays.

Required Skills:

• Passion for enhancing the customer experience and experience in direct customer interaction.
• Strong negotiation and problem-solving skills.
• Excellent interpersonal, written, and verbal communication skills.
• Exceptional organizational skills to manage effective escalation within different departments.
• Ability to influence and lead actions across groups and organizations.
• Action-oriented with the ability to drive issues to resolution on behalf of customers.

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