Senior Program Manager for Product Operations

Location: Poland

Job Type: Full-Time

Company Overview:

At Vonage, we are revolutionizing customer and employee engagement through a unified, intelligent, and omni-channel platform that empowers exceptional customer and employee experiences. Our cutting-edge Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) solutions deliver seamless integration, advanced omnichannel communications capabilities, and next-generation technology to meet the evolving demands of businesses worldwide. We are committed to driving transformation by providing innovative, customer-centric solutions that enable organizations to engage, interact, and deliver personalized service at scale.

As a rapidly growing software company, we are looking for a Senior Program Manager to join our product management organization to lead complex cross-functional product launch and other key product operations projects. 

Role Overview:
The Program Manager (Product Operations) will be responsible for implementing processes, tools, and best practices that enhance the team's ability to deliver and launch world-class products efficiently. You will also support various initiatives related to product planning cycles, cross functional collaboration providing alignment with the company’s long-term product objectives.

This individual will play a critical role in Product Lifecycle Management ensuring the successful delivery, launch and sunsetting of multiple, interdependent product lines that are central to our business strategy.

Key Responsibilities:

• Program Leadership: Manage and lead cross-functional teams (product, engineering, marketing, sales, and support) to successfully launch and deliver SaaS solutions, particularly within CCaaS, UCaaS, and AI domains, ensuring alignment with business objectives and customer needs.
• End-to-End Delivery: Own the end-to-end lifecycle of complex SaaS product delivery and launch of SaaS solutions, from planning and scoping to execution and post-launch support, ensuring timely and quality delivery
• Stakeholder Management: Collaborate with executive leadership, product management, engineering, sales, marketing, support and other key stakeholders to define and refine program goals, scope, timelines, and key performance indicators (KPIs).
• Risk & Issue Management: Identify, assess, and mitigate program risks and issues that could impact timelines or quality. Proactively develop contingency plans and communicate status to leadership.
• Product Roadmap Alignment: Ensure program deliverables align with the overall product roadmap, helping prioritize launch and delivery of  multiple quarterly releases to ensure the long term objectives are met.
• Metrics & Reporting: Establish and track program performance metrics, deliver regular status updates, and present reports to senior management. Analyze data to recommend process and financial improvements.
• Cross-Functional Collaboration: Build strong relationships with various teams, including Engineering, Sales, Marketing, and Support, to ensure seamless product rollouts and ongoing product optimization.
• Product Initiatives: Lead special projects and cross-functional product initiatives, such as process improvements, systems implementations, or strategic growth initiatives, as assigned by Product Leadership. 

Qualifications:

• Experience:
• Minimum 5 years of experience managing large, complex SaaS-based programs, preferably in CCaaS, UCaaS, AI, or related industries.
• Proven track record of launching and delivering SaaS solutions at scale, working with agile methodologies (Scrum, Kanban, etc.).
• Strong experience managing cross-functional teams and collaborating across engineering, product, sales, marketing, and other internal stakeholders.
• Experience in operational aspects of a SaaS (CCaaS, UCaaS, AI, etc) products i.e., LBGUPS (Learn, Buy, Get, Use, Pay and Support) process flows.
• Experience with leading cross functional process improvement efforts using methodologies such as Lean/Six Sigma.
• Experience developing, launching and managing the change management efforts associated with new product launch frameworks and processes.
  
• Technical Expertise:
• Strong understanding of product management processes, methodologies, and best practices.
• Knowledge of quote to cash flows and systems that are involved at each step of LBGUPS process flow.
• Experience working with Product Analysts in creating reports and dashboards measuring program outcomes and KPIs
• Experience working in tools such as Jira, Confluence, or similar project management software.
• Comfortable navigating technical discussions and able to communicate effectively with engineering teams.
  
• Leadership Skills:
• Strong leadership and interpersonal skills, with the ability to influence without direct authority.
• Experience working with senior leadership to drive business goals and deliver on strategic initiatives.
  
• Problem-Solving and Analytical Skills:
• Excellent problem-solving, decision-making, and analytical skills.
• Ability to manage competing priorities and deliver results in a fast-paced, dynamic environment.
• Ability to Identify, assess, and mitigate program risks. Proactively develop contingency plans with the program team while maintaining timely status updates to leadership.
  
• Communication:
• Exceptional written and verbal communication skills, with the ability to present complex ideas to both technical and non-technical stakeholders.
• Experience presenting to multiple audiences including executive leadership.
  
• Education:
• Bachelor’s degree in Business, Engineering, Computer Science, or a related field.
• Certifications including PMP, ITIL, Lean/Six Sigma, Agile are a plus.

Preferred:

• Knowledge of the CCaaS, UCaaS, and AI product landscape, including cloud technologies, APIs, and integrations.
• Experience working with and developing Business Metrics tools and dashboards

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