Technical Program Manager, Service Delivery Optimization

Job description

Job Description:

Our Opportunity:

The Technical Program Manager (TPM) will be a key role in the Delivery Optimization team within HR Systems & Solutions. This role will focus on ensuring HR programs, projects and processes are effectively defined and delivered both timely and accurately. This role will operate and regulate service delivery, coordination, communication and identify optimization needs while managing to standards of program governance.

The TPM will also serve as the central point of presentation and report development to support standard business meetings and requirements. In this role you will serve as a key partner both internally to the HR function as well as to several business partners across the organization and must possess and demonstrate strong skills in delivering results, planning and organizing, project and process execution, reporting and overall partnership.

This is both a hands-on and a strategic role, requiring creativity, data fluency, excellent facilitation, influencing, and stakeholder management skills. The successful candidate will have a demonstrated track record of coaching, developing, and mentoring Team Members to design and deliver projects and programs to deliver key outcomes efficiently and successfully. In this role, you will bring our Workday technical roadmap to life across all phases of planning, development, and production readiness and launch to ensure our Workday technology fits seamlessly with our overall Chewtopian experience goals.

What you'll do:

• Service Delivery Optimization: Uphold Delivery Optimization standard as a center of quality, productivity, and reliability. 

  • Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery including managing key communications and meeting cadences to support the flow of information between key functional leaders

  • Analyze internal processes and create strategies for service delivery optimization with focus on simplification efforts, process improvement, restructuring processes, and employee engagement

  • Collaborate with partners such as HR, Operations, IT, Finance and product owners to analyze and define the technical needs and develop product optimization roadmap

  • Maintain high performance levels for service-related processes and implement improvement activities wherever necessary

  • Adapt to shifting priorities and the changing demands of business, manage ambiguity, deliver results with a sense of urgency, and thrive in a fast-paced environment

  • Listen for understanding what motivates partners and customers; drives alignment and business opportunities through communications and leadership; cultivating and bringing to bear a strong network of internal and external leaders

• Project Management: Lead cross-team and/or multi-phase projects from design through implementation with a focus on security and scalability.

  • Develop a deep understanding of projects to gain insights into the scope of service delivery

  • Lead the project planning process; works with individual program/project leads to establish problem statements, plans, success criteria, business benefits, benchmarks, and dependencies whole mitigating technical feasibility

  • Facilitate cross-functional and program discussions to close open items and pending decisions where applicable (i.e., risks, issues, and change requests)

  • Analyze the actual performance against the plan and adjust to be consistent with plan objectives and overall committed timelines are met

  • Ensure documentation of all major plan changes in scope, approach, and date delivery

  • Maintain detailed project records and produce professional and timely reports and presentations to support communication strategy

  • Conduct project risk and assessments for program portfolio and creates plans to mitigate portfolio derailments

  • Take accountability for technical service delivery performance, meet customer expectations, and drive future demand

• Communication: Define a simplified communication strategy between program participants and project streams to summarize progress, status, risks, issues, as well as provide executive summaries.

  • Adjust content and information based on customer needs and communicate to all levels of the company on the health of the program, driving objectivity over subjectivity in the program status reporting process

  • Prepare modeling tools, dashboards, and data visualizations; analyze multiple sources of information/data, identify trends, translate data into insights, and develop recommendations for key communication

  • Conduct research and analysis, develop and present recommendations to senior management and drive overall program management and implementation activities

What You'll Need:

• Bachelor’s degree or related field or equivalent experience

• 7+ years of relevant and successful program management experience leading highly complex projects in HR space (Workday preferred)

• Proven track record in multi-team (business / technical / operations / systems) project delivery and support

• PMP/Six Sigma Certification or similar credentials preferred

• Excellent prioritization and organizational skills

• Experience with Agile methodologies and the use of modern Cloud technologies and systems

• Demonstrated experience with Jira, Confluence, Excel, Visio, MS Project (or equivalent) and PowerPoint

• Extensive knowledge of the system development life cycle and Workday solution alternatives and strategies

• Excellent critical thinking, communication, presentation, documentation, troubleshooting and collaborative problem-solving skills

• Demonstrated ability to influence leaders and drive consensus across participant groups

• Ability to perform in a fast-paced environment and are motivated by complex technical and business challenges

• Advanced knowledge and experience with Workday (Core HCM, Benefits, Payroll, Compensation, Recruiting, etc.), Data Visualizations (Excel, Tableau) and HR technologies

• The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location. In addition, this position is eligible for 401k and a new hire and annual equity grant. C08+ positions may also be eligible for annual bonus.

We offer different types of insurance and benefits, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com. 

Exempt salary team members have unlimited PTO, subject to manager approval. Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations. 

Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact CAAR@chewy.com.

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