Job Description:

* execute program management function responsible for the reduction of technical support contacts as measured by mean contact rate (mcr) and contacts per active service unit (cpasu) for the large enterprise, public, and small & medium business groups. 
* this position will specifically focus on the current install base of desktops, portables, or enterprise products.
* this position will require the individual to create the process and team structure that will deliver an effective contact reduction strategy. 
* cross-functional interaction with technical support, services program management, and product group will be critical to the success of this position

Candidate Requirements:

* Capable program / project manager: Effective in general team leadership / facilitation skills; leading strategic projects.
* Able to lead teams in formulating metrics and goals and creating / executing actions ensuring obtainment.
* Demonstration of the ability to work complex problems where analysis requires in-depth evaluation.
* Sound judgment within broadly defined practices and policies in selecting methods, techniques, and evaluation criteria for achieving results.
* Demonstration of consistent performance in meeting budgets, schedules, and general performance requirements individually and as a team leader.
* Well versed in MS Office; especially, Excel and MS Project.
* Strong organizational agility.
* Ability to identify potential process weaknesses and able to provide corrective guidance and improvement recommendations.
* Able to drive complex problem solving strategies across functional organizations.
* Very detail oriented.
* Strong verbal and written English communication skills.
* Long range strategic planning skills with the ability to articulate vision at team, managerial, and executive level.
* Demonstrated ability to manage multiple programs / projects simultaneously; setting priorities and working independently under aggressive timelines.
* BPI skilled with Green or Black Belt certification.
* 6 to 10 years of engineering or technically relevant work experience.  This position is not part time and not telework.
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