Global Support Program Manager

hace 4 semanas

Guadalajara, México f5 A tiempo completo

Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.

But our success isn’t driven solely by what we do. We also care deeply about how we do it. At F5, our culture is how we live, every single day. And it’s producing extraordinary results-not only for our customers, but also for our employees. We understand that your life is about more than just work, so we’re committed to a culture that supports your whole life.

As a Technical Program Manager focused on Support Training and Enablement, you will be responsible for overseeing the development and implementation of technical training programs for our support staff. You will work closely with technical support teams, product managers, and customer support leaders to ensure that our support team is well-prepared to handle customer inquiries and issues with a high level of expertise and efficiency.

How will you operate?- Develop and manage comprehensive training programs for technical support teams, focusing on product knowledge, troubleshooting techniques, and customer service skills.- Collaborate with product and engineering teams to stay updated on product changes and updates, ensuring that training materials are current and relevant.- Lead cross-functional projects to improve support processes, tools, and documentation, enhancing the overall customer support experience.- Measure and report on the effectiveness of training programs, using feedback and performance data to make continuous improvements.- Facilitate knowledge sharing and best practices among support teams to foster a culture of continuous learning and improvement.- Manage resources and timelines for training and enablement projects, ensuring that objectives are met within budget and on schedule.- Support the onboarding of new support team members, ensuring they receive comprehensive training to perform their roles effectively.- Communicate with executives to keep the projects/program aligned with their goals- Define Milestones and own/drive program/project execution.- Create long
- and short-term plans, including setting targets for milestones and adhering to deadlines Monitor and control projects according to established planning and standards documents- Identify and plan for project risks, issues, and constraints- Build work breakdown structure, schedule, and all other project planning documents in accordance with standard practices for project and program management- Schedule and facilitate project meetings - Adjusting schedules and targets as the project/scope change- Conduct weekly meetings with various stakeholders and report regular project progress

How do you qualify?- Hold a Bachelor's degree or equivalent combination of training and experience- 12+ years of experience in a technical program management role, with a strong emphasis on training and enablement.- Proven track record of developing and implementing successful technical training programs.- Excellent project management skills, with the ability to lead cross-functional teams and manage multiple projects simultaneously.- Deep understanding of technical support processes and best practices.

Valuable and Impactful skills:
- Strong communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.- Experience with Tableau, Azure DevOps (PM tools), Lucid charts and Smartsheet preferred.- Proficiency with project management/scheduling tools, MS Project or others is a plus.- PMP certification or Agile certification preferred Experience with learning management systems (LMS) and training content development tools is a plus.- Basic understanding of F5 products- Seasoned experienced professional with full understanding of project management methodologies.- Strong leadership, organizational, analytical, and execution skills- Strong ability to manage a variety of business, technical, and vendor resources- Strong demonstration of initiative and ability to advance projects while managing multiple initiatives- Solid interpersonal skills and collaborative work style Utilizes project standards and contributes expertise ongoing refresh and development of methodologies, tools, and templates.- Facilitates solutions to problems of moderate complexity- Familiar with a wide range of Global Services business areas preferred- Experience working with global teams- Experience managing projects in Waterfall and Agile methodologies- Communicate effectively, clearly, and regularly about project deliverables, milestones, changes, and expectations- Serve as a lead point of contact for teams when multiple units are assigned to the same project to ensure team actions remain in synergy- Program/Project completion reporting - Analytics- Assist managers in resource planning- Identify and influence areas for process improvement

PHYSICAL DEMANDS AND WORK

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