Program Manager

Responsibilities:
• Become single threaded leader to lead CRM’s management [Amazon Connect, Salesforce} and, Robotic Process Automation [RPA] efforts
• Taking charge of CRM’s daily operations, including implementation responsibilities, merchant life cycle journey enhancements/automations, productivity reports and configurations.
• Coordinate with 3rd party vendors and oversee day-to-day execution of program implementations.
• Assist with the planning, tracking, documentation and status updates for the CRM implementation, migration or enhancement programs.
• Create and manage implementation plans; monitor and review progress and timelines; adjust schedules and plans as needed; and identify and resolve issues to ensure program success.
• Ensure on time and on budget delivery of programs while also ensuring that program milestones and governance are properly adhered during the execution.
• Able to manage one or two large scale programs or a couple of small to medium sized interrelated programs requiring complex cross-functional collaboration and management at the program level.
• Facilitate requirements gathering and assist with the creation of program deliverables, as needed.
• Facilitate and own the creation of salesforce technical design documents for complex programs, by interfacing with Technical Solutions Architects and Developers, as needed.
• Provide hands on configuration / customization of the salesforce and other CRM products.
• Adopt a standardized development lifecycle methodology for all programs.
• Identify opportunities to leverage all Salesforce technologies and automations.
• Participate in end to end implementation planning including program management, issue management, communication and change management.
• Manage UAT with end users including coordination and user acceptance sign-off.
• Prepare user documentation and training documentation as necessary.
• Leverage business knowledge and expertise to drive business process improvements.
• Establish and maintain trusted advisor relationships with stakeholders by providing vision and future product roadmapping.