Output Facility Program Manager at CSG in Allen, Texas

Job Description:

23228 Output Facility Program Manager (Open)



Position Type:

Full time



Location(s):

US.NE.Omaha.OSCUS.AZ.Remote, US.AZ.Remote, US.CA.Remote, US.CO.Remote, US.CT.Remote, US.DE.Remote, US.FL.Remote, US.GA.Remote, US.HI.Remote, US.IA.Remote, US.ID.Remote, US.IL.Remote, US.IN.Remote, US.KS.Remote, US.KY.Remote, US.LA.Remote, US.MA.Remote, US.MD.Remote, US.ME.Remote, US.MI.Remote, US.MN.Remote, US.MO.Remote, US.MS.Remote, US.NC.Remote, US.NH.Remote {+ 21 more}



Position Pay Range:



This range represents the low and high end of the salary range for this position. Actual salaries will vary based on factors including but not limited to geographical location and experience.
$91,385.00-$146,216.00



Position Details:



CSG is a leader in innovative customer engagement, revenue management, and payments solutions that make ordinary customer experiences extraordinary.
As a flexible first organization, you can find our remote and on-site locations here.



Output Facility Program and Portfolio Road mapping

• Builds strategy, vision and roadmap aligned at meeting and exceeding business objectives. Continuously maintains a 6 month, 1 year, 3 year, 5 year and 10 year Output Facility program roadmap.


• As it pertains to Print Facility Operations and supporting Technologies assesses current and future market, technology trends, competition, and partners to drive cutting edge capabilities that enable efficient and effective factory operations while delivering unique value and competitive advantage for CSG and Output.


• Partners with strategic vendors to continually assess new capabilities that feed roadmap. Act as a thought leader to the organization around print & mail factory, associated processes, supporting technology and equipment.


• Establishes and maintains a program readiness life cycle with clearly defined process steps, required inputs and outputs (definition of done) at each stage gate along the way. Continuously and relentlessly ensures organization is trained and follows this lifecycle.

Work with R&D and Operations teams via the Epic & Feature intake processes to create operationally sound implementations

• Owns the intake process, ensuring proper business case, effort and quantifiable valuation occurs prior to project activation. Establishes objectives that are clearly articulated in project charters for both project delivery and operational support teams.


• Ensure teams (Technology Architects, BPO and Operations) are included in providing effort and valuation for all projects and programs during intake process.


• Sets priorities to achieve efficient execution and sequencing of program to achieve desired business outcomes in a timely fashion.


• Partners with development and delivery teams to ensure appropriate staffing and investment in order to maintain a healthy flow of delivery to achieve roadmap objectives, provides recommendations and justification to business when gaps occur.

Partner with R&D architects, PO's and developers to create, enhance and evolve program in line with overall roadmap

• Owns the requirements management process. Documents clearly the needs of the organization and articulates those to project stakeholders via recurring requirements review and approval sessions.


• Partners with project management and technical architect to build project plan utilizing estimates, building and aligning on dependencies tasks across all teams, ultimately aligning execution plan to the achievement of project and overall roadmap objectives.


• Partners with technical architects to ensure solutions and execution plans meet and/or exceed vision, objectives and business case.


• Partners with Operations, Industrial Engineers and Lean Managers to ensure operational solutions and processes are efficient, effective, documented, trained and sustainable.


• Participates in test plan and test script definition, ensuring product solutions are fully vetted and meet customers and CSG highest quality standards.


• Aligns with product roadmaps and synchronizes priorities when overlap and dependencies occur.


• Provides sign-off and approval on key artifacts delivered throughout program readiness lifecycle. Including, but not limited to, requirements document, design document, project plan, test plans/scripts, implementation and go live plan, training and documentation documents.


• Partners with project management to ensure plans include operational readiness and staffing to support new capabilities.


• Informs Sales of new capabilities and offerings. Marketing & Sales Collateral appropriately reflects the capabilities of the solution.


• Post Production support, feeding end user feedback back into the program backlog for continuous improvements and nurturing of program maturity throughout the lifecycle.


• Ensures roadmap and projects enable resiliency and disaster recovery in their implementation. In addition, partners with BCP manager to ensure BCP and response plans are created/updated prior to implementation of each initiative in roadmap.


• Leads a post project review and lessons learned process focused on program readiness, root cause identification of business case objective gaps. Continuously upgrades and refined program readiness process related to outcomes from this retrospective process.

Program Services Review

• Reports monthly and quarterly on program and roadmap progress, establishing key KPIs and metrics to track and measure progress. Providing proactive leadership and risk mitigation strategies when course correction needs to occur to keep business cases and roadmap on track.


• Sets tone and direction for the Facility Program Management practice, deploying initiatives that continually monitor and refine the program management service provided to the organization.


• Establishes KPIs related to the program management service, builds baselines and uses them for service improvements. Including, but not limited to: financial targets achievement, product and process adoption, and stakeholder satisfaction.

Encourages open communication and collaborates with all levels of the organization, using crucial conversation skills when they apply. Uses the appropriate channels and understands what information the team needs and how to get it. Speaks and writes clearly and succinctly in a variety of communication settings and styles. Gets messages across that have the desired effect; listens carefully and works through misunderstandings so everyone is clear on what is being communicated. Provides feedback and independently follows through to ensure its implementation. Is receptive to feedback and independently adjusts to ensure desired outcome.


Responsible for aligning plans and removing impediments across multiple organizations and teams. This often includes effective negotiation skills to establish plans that best align objectives across organizations and with our customers.


Regular and reliable attendance is required.


This job requires minimal domestic and/or international travel as needed.


Incumbent is accountable for professional working behavior to include; building and maintaining constructive working relationships, implementing proactive and concise communication, acting as a resource to colleagues, and engaging in collaborative thinking and problem solving while demonstrating CSG's core competencies and values.



Typical Interactions/Relationships



(This job typically interacts with the following individuals and groups.)


External - Customers, Vendors, Contractors



Internal - Architecture, Engineering, Corp IT, ISD, OSC, BPO, HR, Security, Training, RTE, Intake and Portfolio Management, Project Management, Finance, Accounting and Senior/Executive Leadership




Work Environment



(Work environment including any noise, equipment, space, temperature, etc. conditions.)

• Standard office environment

Education



(Education, training and/or certifications typically required to successfully perform the job.)

• Bachelor's degree in Business, Computer Science, Management Information Systems or equivalent education/experience required.


• Program & Project Management Professional (PMP), Certified Scrum Master (CSM), SAFe Program Consultant (SPC) or another Project Management/Agile certification preferred.

Experience



(Minimum level of related experience typically required to successfully perform the job and preferred experience that is also beneficial to have in this job.)

• 8+ Years related customer and business management, program management experience

Preferred




Knowledge, Skills and Abilities


(Knowledge skills and abilities typically required to perform the job, licenses and certifications required for the job and preferred knowledge, skills and abilities that are also beneficial to have in this job.)

• Demonstrates expert knowledge in Business & Technology Domain (Print/Mail, Electronic Statements & Email, Text and Interactive Messaging, Interactive Voice Response (IVR), Websites, Fieldforce Management Systems, Database platforms, Payment Card Industry (PCI), Security, etc.)


• Ability to align business objectives with short term and long range program vision


• Must have ability to manage multiple active projects in a given time period with accountability for ensuring deliverables that meet business objectives and KPIs


• Must have a logical and inquisitive nature, ability to assess multiple capabilities and gain various perspectives to drive to a program vision


• Must be comfortable presenting in front of large groups.


• Strong communicator and with a high aptitude to collaborate and influence others to get things done, even without a formal line of authority


• Very client & stakeholder focused, results driven, and has a proven background of relationship building


• A servant leader with collaborative coaching and mentorship skills


• High degree of technical and business analytical knowledge, with significant Output Solutions experience


• Great arbitration, negotiation and organizational skills


• Understanding of Financial principals and reporting


• Expert level of analytical problem solving and decision-making skills to identify and diagnose problems beyond current boundaries potentially requiring highly complex methods, theories and solutions


• Demonstrates expert understanding of Project and software development methodologies (SDLC, SAFe, Scrum and Agile)


• Demonstrates expert knowledge and experience with product, project, program and portfolio management


• Expert level capability with Program & Project management tools (e.g. Microsoft Project, timesheet systems) and office tools (e.g. Jira, Microsoft Project, Word, Excel, PowerPoint, Visio, SharePoint, Confluence, RACI's, Burndown Charts and Risk Assessments)


• Demonstrates advanced ability to navigate executive level collaboration, understand their needs and balance conflicting points of view


• Ability to present Program Summary Reviews to Executive and stakeholder teams.


• Demonstrates advanced ability to recognize when Change Assurance and Management will be required and implement appropriate strategy


• Demonstrates expert judgment in risk identification and mitigation


• Demonstrates expert knowledge level of Kanban task board, Work in Process (WIP) limits, and forecasting


• Delivers effective training, coaching and mentoring on Program lifecycle management across the enterprise when needed


• Demonstrates leadership and the ability to influence in tactical and strategic initiatives


• Demonstrates ability to understand how they are being perceived within the culture and make appropriate adjustments


• Demonstrates advanced crucial conversations and negotiation skills


• Ability to read, write, speak and understand the English language in a business environment

#LI-Remote


#BI-Remote



Benefits:



CSG is proud to offer employee-focused benefits that are robust in design and support a wide spectrum of employee well-being needs. Included in our benefits package is your choice of 3 medical plans administered by United HealthCare, MetLife dental, and vision coverage. CSG also offers an Incentive Savings Plan (401k), serviced by Fidelity Investments. CSG makes a dollar-for-dollar Matching Contribution based on the first 5.5% of your eligible pay you contribute as Pre-Tax or Roth After-Tax Contributions. All contributions are immediately 100% vested. At CSG, we recognize the ability to take time away to recharge is important. We offer a US Tiered Vacation Plan for non-exempt (hourly) roles, and a Flexible Vacation plan for all exempt (salaried) employees. For more benefit details, please view: https://online.flippingbook.com/view/854641217/ .


This role is eligible for a bonus opportunity. Apply Now