[EXP] Juniper networks recruiting Program Manager, Service Readiness

Hi Friends,

Juniper Networks is recruiting Program Manager, Service Readiness.
Interested candidates please forward your resume to : cprabha@juniper.net

Description

The Program Manager of Service Readiness is a mission critical position for Juniper Networks, Inc reporting to the Service Readiness Manager, CS-Global Operations. The program manager position will responsible ensuring that the Customer Service organization is well prepared to support new product and business processes to meet the rapidly growing needs of the company. The liaison responsibilities involve teaming with Global Customer Service Organization as well as Product Management on strategy, performance management, and product/support demand forecasting.

Responsibilities

• Project Manage the business requirements for the Customer Service Organization to ensure all requirements are in place to support product introductions. (Labs, Logistics, Training, CS Systems, Contracts, JTAC)
• Work with Service Marketing to ensure that the correct service programs, pricing models, and value proposition are clearly defined and communicated.
• Technically champion improved Supportability and Usability into new product developments to ensure continuous improvement with each new product or update
• Create service strategies and plans for Global CS Operations based on product plans and roadmaps.
• Lead cross-functional and cross-line of business (LOB) teams for continuous improvement processes.
• Utilize key metrics to identify areas to improve the serviceability of products (i.e. call cases)
• Lead Service team to identify and implement actions to improve the Customer Experience, reducing dispatch and contact rates.

1. Experience Required

10+ years Technical Customer Support and Project Management. Extensive experience in process re-engineering/continuous improvement methodologies and leading cross functional teams. Contact center management expertise in a project manager or center manager role. Must possess executive level communication and negotiation skills. Excellent customer relations, technical people management, and leadership skills. A solid business and financial management track record is required.

1. Skills/Experience Required

a. Inter-Personal Skills
1. Communication Skills (written and verbal)
2. Project Management
3. Conflict Resolution
4. Negotiations
5. Time Management/Organizational
b. Technical Skills
1. Project Management, Excel, Word
2. Data Analysis and ROI Business/Financial Management
3. CS Operations Experience
4. Juniper Product Knowledge (highly desirable)
c. Personnel Management
1. Team Leadership
2. Cross Functional
3. Defining End-End Customer Experiences

2. Education

BS/BA in related course of study required, MBA preferred or equivalent experience.