Senior Director Program Management and Customer Support
Employee
–
06/11/24
Sr. Director Program Management and Customer Support
Location: PA-Pittsburgh
Wabtec Corporation is a leading global provider of equipment, systems, digital solutions and value-added services for freight and transit rail. Drawing on nearly four centuries of collective experience across Wabtec, GE Transportation and Faiveley Transport, the company has unmatched digital expertise, technological innovation, and world-class manufacturing and services, enabling the digital-rail-and-transit ecosystems. Wabtec is focused on performance that drives progress, creating transportation solutions that move and improve the world. Wabtec has approximately 27,000 employees in facilities throughout the world. Visit the company’s new website at: http://www.WabtecCorp.com .
It’s not just about your career… or your job title…it’s about who you are and the impact you are going to make on the world. Do you want to go into uncharted waters…do things that haven’t been done to make yours and someone else’s life better? Wabtec has been doing that for decades and we will continue to do so! Through our people, leadership development, services, technology and scale, Wabtec delivers better outcomes for global customers by speaking the language of industry.
Sr. Director Program Management and Customer Support.
Who will you be working with?
This Senior Director position will lead the Program Management and Customer Support and Services organization for the Network Optimization business within Wabtec Digital Solutions. This leader will collaborate with Finance, Project Controls, Business Operations, Product Management, Commercial and Engineering to drive operational excellence to help deliver world class products and support with cost efficiency and high quality through use of consistent tools and processes and sharing of best practices across the Network Optimization portfolio.
How will you make a difference?
This position will need a hands-on leader who excels at customer management, project estimation, project execution, risk management, and implementation team formation and oversight including project managers and administrators. Ideal candidate will have experience and aspiration to grow the organization’s top line and margin through an expanded project services portfolio.
What do we want to know about you?
Bachelor’s Degree from an accredited four-year university or college
Minimum of 10 years of experience in software development practices and/or software program management
Demonstrated leadership of project/program management techniques and methods in the context of software engineering
Demonstrated experience in customer support and services with a focus on customer satisfaction.
Proven experience working with executive-level stakeholders in large projects to define enterprise software implementation and delivery strategy while also managing a portfolio of other projects.
Excellent client relationship management skills, and ability to play a trusted advisor to C level customer executives to execute an implementation plan that works towards a rapid, successful go live.
Experience scoping and estimating large project effort, documenting solutions, and presenting the content to customers as well as a sound understanding of project control KPIs.
Demonstrated strong organizational, interpersonal, and leadership skills.
Strong oral and written communication skills with the ability to make effective executive level presentations.
Demonstrated success with driving value-based organizational change and aligning teams to meet corporate and departmental objectives. Strong leadership skills with ability to influence outcomes and organize teams to attain shared goals.
Change agent with strong credibility and influence in the organization.
Proven experience influencing teams without direct management responsibilities.
Strong analytical and problem-solving skills -communicates in a clear and succinct manner and effectively evaluates information / data to make decisions, anticipates obstacles and develops plans to resolve, creates actionable strategies and operational plans.
Scrum Master or delivery manager experience using an Agile Development or Project Management methodology.
Demonstrated leadership in the implementation of Earned Value Management Systems and other strategic program controls operations.
Enterprise risk management system implementation and process management
Demonstrated effective implementation aggregate capacity and demand management that drives operational efficiencies.
Prior experience in partnerships, contracts, and/or commercial operations.
Proficiency in commonly used tools in software engineering like, MS Project, Excel, Word and PowerPoint, Rally/Jira, Service Now, Primavera, Confluence, Clarity, Power BI, WorkBoard (or equivalent tools)
What will your typical day look like?
Lead the execution of a high-performing PMO, which includes governance, reporting. and review framework to provide a holistic view of all organizational project implementation activity.
Manage the Customer Support and Services practice to become a world-class organization serving our customers, establish KPI’s and other customer service metrics and help set the vision for its evolution and transformation towards continuous improvement.
Be the executive point of contact for customers during project implementation and support phases, manage all executive stakeholder communication, progress reporting, and executive escalations.
Collaborate with Engineering and Business Operations to drive consistency in engineering program/release management practices, RAILS compliance, and operational rigor around On Time Delivery (OTD), and First Pass Yield (FPY) metrics for the entire portfolio.
Responsible for building a strong team of project managers, implementation, and support specialists with ability to scale capacity for implementations across multiple global clients and for a diverse portfolio of products and solutions, through improving processes, tools, and onboarding global channel partners and enabling customer self-implementation, when applicable.
Focus on attracting and retaining talent, build a high performing team, set measurable goals and expectations for team members, provide coaching and training for professional growth and success, and enhance the organization’s project management capability.
Develop, implement, and drive systems of accountability across the Staff and organization to improve productivity to ensure the business achieves its growth targets, reduce costs, increase profitability and delivers on financial metrics.
Manage financial and resourcing constraints; define budgets and targets for projects and annual plans for the entire organization, perform initial and final financial reviews, and ensure ongoing budget tracking.
Collaborate cross functionally with HR, P&L Leaders, and Finance leaders to solve complex problems related to resource supply & demand scenarios, budget changes, project schedules, operating plan management, and strategic planning as needed.
Lead and coordinate with engineering managers demand planning analysis, gaps, over/under allocation in Clarity and supporting/coaching engineering managers as needed.
Collaborate with Business Operations to develop and monitor metrics to drive execution in the overall engineering organization, support monthly engineering operating rhythms, perform detailed data analysis, and deliver executive level reports and presentations that address budget adherence, variances, resourcing needs, skill gaps, etc.
Lead and partner with engineering leaders to execute functional improvements to simplify and streamline engineering processes and management of projects.
Collaborate with Engineering and Business Operations to trend defect data for insights, standard visualization, and driving Root Cause Analysis and “learning from escapes” culture.
Serve as an important and trusted partner to the Product leader to communicate product/solution feedback and new opportunities and customer pain points.
While this position is remote, it may include occasional work at a Wabtec office/site or attendance at offsites, as agreed to with your manager.
You may also be asked to perform other duties outside of your function or trade, for which adequate training will be provided if necessary.
While this position may be remote, it may include occasional work at a Wabtec office/site or attendance at offsites, as agreed to with your manager.
This role is also eligible for a performance bonus. More information on offered benefits, which include health, welfare, and retirement, is available atmywabtecbenefits.com
Relocation assistance may be provided if eligibility requirements are met.
Wabtec will only employ those who are legally authorized to work in the U.S. for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable) and fitness for duty test (as applicable).
Wabtec Corporation is committed to taking on the world’s toughest challenges. In order to fulfill that commitment we rely on a culture of leadership, diversity and inclusiveness. We aim to employ the world’s brightest minds to help us create a limitless source of ideas and opportunities. We believe in hiring talented people of varied backgrounds, experiences and styles…people like you! Wabtec Corporation is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or protected Veteran status. If you have a disability or special need that requires accommodation, please let us know.