Program Manager (Consumer Service)

Job description

Nintendo of America

About Nintendo of America: From the launch of the Nintendo Entertainment System^™ more than 30 years ago, Nintendo’s mission has been to create smiles through unique entertainment experiences. Here at Nintendo of America Inc., we deliver on this mission by partnering closely with Nintendo Co., Ltd., to bring Nintendo’s iconic and cherished franchises including Mario^™, Donkey Kong^™, The Legend of Zelda^™, Metroid^™, Animal Crossing^™, Pikmin^™ and Splatoon^™ across the Americas through our video games, hardware systems, and collaborations with partners on a range of other entertainment initiatives like feature films and theme parks.

We are an equal opportunity employer offering a welcoming and inclusive environment in service to one another, our products, and the diverse consumers and communities we call home. For more information about Nintendo, please visit the company’s website at https://www.nintendo.com/.

SUMMARY:
Consumer Service is Nintendo of America’s frontline and strategic function for supporting consumers across the full post‑purchase and ownership journey, while also acting as a feedback and enablement partner to the business. Responsible for the management of business and technical Consumer Service programs at the department, regional, and global levels. Projects may be multi-faceted and highly complex.

DESCRIPTION OF DUTIES

• Manages one or more moderately complex projects/programs from requirements to design and development to production, including scoping, planning, resource acquisition/scheduling, tracking, and reporting through the coordination of an extensive project team.
• As a senior subject matter expert, occasionally negotiates and influences project direction and/or anticipates potential issues or cross-organizational impacts.
• Designs and implements project/program coordination and tracking methodologies across several project efforts.
• Assists Business and IT Leaders with project prioritization, future application roadmap, and strategy.
• Partners with Leadership and division stakeholders to identify needs and evaluate alternative solutions.
• Creates strategies for risk mitigation and contingency planning of assigned projects/programs.
• Oversees and reviews requirements, business process models, specifications, configuration changes, and recommendations related to proposed solutions.
• Works with project team(s) to plan and schedule project deliverables, documentation, goals, and milestones for complex programs and/or multiple projects.
• Works with Managers to select and evaluate personnel for/on the project team(s) to ensure effective and efficient operation, without directly managing resources.
• Communicates project status and issues to management, stakeholders, and constituent management.
• Provides budget analysis and tracking, resource allocation, and coordination of project activities.
• Ensures consumers’ personal and payment information is protected and properly handled per government laws, PCI requirements, and Nintendo policy.

SUMMARY OF REQUIREMENTS

• Minimum of 8-10 years of related project management experience.
• Preferred experience utilizing Waterfall and Scrum (Agile) Project Management methodologies.
• Proficiency with MS Office suite (Including Word, Excel, Project, Outlook, PowerPoint).
• Demonstrating the ability to manage work by identifying bottlenecks, capacity issues, and managing real-time progress.
• Demonstrating the ability to estimate and balance speed, cost, and value.
• Scheduling and moderately complex budgeting experience including tracking actuals against budget, estimate to complete (ETC), and estimate at complete (EAC).
• Strong organizational, presentation, and customer service skills.
• Professional experience with a strong understanding of project management and creative problem-solving.
• Experience with complex issues requiring in-depth evaluation of variable factors.
• Specialized depth and/or breadth of expertise in job family.
• Project Management Professional (PMP) or Certified Project Manager (CPM) preferred.
• Six Sigma Green Belt, Prosci ADKAR or CM Certification preferred
• PMI PBA/CBAP preferred
• CRM & CMS implementation experience preferred
• Bachelor’s degree in Project Management/Business/Engineering or a related field, or equivalent.

Applicants must be legally eligible to work in the United States to be considered. Visa sponsorship is not available for this role.

This position is hybrid in Redmond, WA. Hybrid positions require regular onsite work following the schedule and guidelines for their division. This position is not open to fully remote status at this time.