Technical Program Manager - Retail Contact Center Platforms

Austin, Texas, United States
Support and Service

Summary

Posted:
Weekly Hours: 40
Role Number:200151499
Are you passionate about building an elite customer experience? This Austin-based Technical Program Manager will serve as the business owner of a software product, or group of software products, used by Retail Contact Center (RCC) Specialists. Understanding the needs of the business, the workflow of the daily user, and the underlying technologies comprising the platform. With this knowledge, you will then work cross-functionality to design and translate business needs into clear requirements for your development teams. To be successful, we need you to have a passion for building great user experiences, a high degree of proactive self-motivation, organization, follow-through, and the ability to communicate effectively with people of various technical proficiencies. You will interact and collaborate with people across all functions, levels and locations. Ideally you will have experience with: the RCC, Apple online store order processes, contact center tools, graphic user interfaces, project management, UAT and contact center processes. You have a record of leading complex projects, delivering high quality results on time, taking ownership of issues and tasks and providing extraordinary customer service. You are a creative thinker, a dedicated worker, well organized, and not afraid to go above and beyond to get the job done.

Key Qualifications

  • Advanced knowledge of the software development lifecycle (SDLC)
  • Project and Product management (PMP, SCRUM/Agile, Waterfall) methodologies
  • User Acceptance Testing (UAT) and Business Analysis experience
  • 5 to 10 years Software Development work experience
  • 3 to 5 years Product Ownership experience
  • Understanding of programming languages: ABAP, HTML/CSS, PHP, SQL, REST, APIs, JSON, Cocoa
  • SAP ECC design and development, Project Management Certification, UI/UX Design, Software Programming, and Wireframe experience a plus
  • Experience in one or more of the following UX design areas:
  • - software user interface
  • - wireframes/mockups
  • - human-computer interaction
  • - usability and user research

Description

Lead release cycle for your software product(s). Determine and communicate development and deployment roadmap of features for product. Lead user roundtables and similar efforts to understand business needs. Support other project managers in developing requirements for capital projects that impact your product. Support IT team by writing and handling design requirements. Support and/or lead UAT testing. Support cutovers and production validation testing. Pro-actively identify gaps and issues, then solve them! Work in a fast-paced environment as a positive and contributing team member. Lead several projects and initiatives simultaneously. Domestic and International Travel, once or twice a Quarter. Availability evenings, weekends and non-standard hours required.

Education & Experience

BA/BS or equivalent experience

Additional Requirements