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Sr. Community Program Manager

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Program/Project Management
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016869 Requisition #

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.

 * Minimum 6 years of relevant experience and a Master'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

 

 Desired Skills

* 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


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