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Sr. Community Program Manager
We are seeking an experienced, driven, results-oriented Senior Technical Program Manager to drive work related to Akamai’s Customer Community. This person will define and lead cross-functional team(s) and subject matter experts in their development, planning, and execution of community related programs. The Senior Technical Program Manager will report into the AkaTec Continuous Improvement Team and will be the primary point of contact for the Customer Community across the business.
About the Team
The AkaTec Continuous Improvement (ACI) team supports AkaTec's mission to Partner, Resolve and Prevent. The team is comprised of business analysts, program managers and technologists who work directly with AkaTec leadership and employees to deliver improvements to the processes, technologies and knowledge required to support AkaTec customers.
Responsibilities:
* Work with
business leaders to understand Akamai’s mission critical goals
* Define the
Customer Community mission & Stakeholders
* Define the
Customer Community success criteria and key performance indicators
* Asses the
current state of the Customer Community and collaborate with leadership and
stakeholders to outline a definition and roadmap for Community maturity
* Design and
lead programs that align to the mission
* Work with
the key stakeholders including: Customers, Technical Support, Marketing,
Product Management and IT.
* Assume
ownership of day-to-day Community oversight, adoption initiatives and
reporting.
* Provide
ongoing thought leadership by staying abreast of industry trends, best
practices and innovations related to Customer Communities.
* Regularly
Report on Community performance against targets
* Lead
defined programs / projects that advance Community maturity
*
Participate in or lead ACI programs related to other processes or tools in the
support ecosystem as required.
* Track,
follow up on program dependencies and communicate status to upper management
and required stakeholders within Akamai
* Document
detailed agendas, meeting minutes, and action items from key cross-functional
meetings
* Identify
and manage areas of risk/opportunity, and influence and implement continuous
improvements to the process
* Define and
report on program status, issues and success metrics
* Follow
guidance and best practices to successfully drive programs through the process
to successful delivery
* Support
cross-functional team(s) and subject matter experts in the establishment,
planning and implementation of programs
Required
Education and Experience
* Minimum 8
years of relevant experience and a Bachelor's Degree in Computer Science,
Engineering, Business Management, another related field or its equivalent.
Required
Skills
* 5+ years
of experience with Program/Project Management or equivalent experience, ideally
in a cross-functional and Technical capacity
* 2+ years
of experience with Community Management or Salesforce Community
* Excellence
in interpersonal, organizational, and communication skills and the ability to
work effectively across a wide range of constituencies in a diverse corporate
and client environment
* Strong in
high-tech internet industry & technical software implementations
* Proven
ability to deliver projects on time and on budget while communicating with key
senior leaders
* Proficient
with program and project management principles and practices, PMP certification
or Big 5 Consulting experience a plus
* Proficient
with business process, operations, and metric definition best practices
* Proficient
with Risk and Issue management and resolution
* Detail and
action-oriented self-starter
* Knowledge
of KPI development
*
Familiarity with OCM principles
* Knowledge
of JIRA, Smartsheets and other Program Management tools