Description

The CIC Strategic Program Team is seeking a highly organized and detail-oriented Readiness Program Manager to support governance and business operations across Cloud Success Teams. In this role, you will be responsible for driving governance processes that ensure consistency, accountability, and compliance across Cloud Success. You will oversee readiness deliverables, maintain NPI (New Product Introduction) trackers, and ensure all commitments are completed on time. You will also manage operational tasks such as reporting, stakeholder engagement, and project coordination — enabling efficient execution and visibility across programs. Success in this role will ensure that internal stakeholders are empowered with the information they need to deliver exceptional customer engagements. This role is ideal for someone who thrives in a fast paced environments enjoys bringing clarity to complex programs, and is passionate about driving operational excellence.

Responsibilities:

Program Management

• Provide structured program management support for readiness initiatives to drive consistency across Cloud Success teams in support of product lifecycle.

• Serve as a central point of contact for readiness activities, driving governance processes across Cloud Success programs to ensure alignment with established frameworks, standards, and due dates.

• Partner with cross-functional stakeholders to ensure adherence to readiness and governance expectations, including coordination of cross-functional handoffs, ensuring transitions are clear and efficient.

• Conduct Weekly Readiness Reviews to enforce standards and compliance across monthly deliverables (e.g. roadmaps, product asks, content, etc.)

• Process oversight and communication across readiness channels (including frameworks and documentation guidance)

• Maintain centralized readiness HUB containing monthly readiness deliverables, and general ‘self-service’ content across all clouds

• Promotes launch checklists to ensure operational launch readiness handoffs especially as it relates to Case Routing, Taxonomy, etc.

• Uphold quality standards & consistency across required deliverables

• Facilitates baseline cross-cloud aggregation (potential AI opportunities)

Stakeholder Management

• Cultivate and maintain strong, strategic relationships with key stakeholders within CIC Strategic Programs, the broader Cloud Success organization and cross-functional teams to drive alignment, shared ownership and accountability.

• Coordinate and facilitate all stakeholder engagement (including meetings, workshops, and communications) to ensure transparency, gather critical feedback, and foster an engaged community.

• Act as a central communication hub, supporting and refining strategies to ensure consistent, timely updates and effective collaboration across leadership and delivery teams.

• Proactively identify, manage, and resolve stakeholder risks and issues, escalating critical concerns to leadership when necessary to maintain seamless program delivery.

• Identify and engage the right individuals to collaboratively solve program-related challenges, incorporating stakeholder requirements into project plans and ensuring all needs and expectations are met.

Reporting

• Own the tracking and analysis of new product innovation, key program data, readiness metrics, deliverable completion, and performance metrics against past trends and goals.

• Participate in the data preparation and presentation for monthly and quarterly business reviews (MBRs/QBRs), providing data-driven insights for executive consumption.

• Maintain program dashboards and trackers, ensuring data integrity and consistency across all reporting channels.

• Own monthly compliance tracking and readout to Cloud Success Leaders to drive accountability.

• Identify and implement operational efficiencies in reporting and data collection processes to enhance accuracy and consistency in program execution.

Qualifications

• Degree or equivalent relevant experience required. Experience will be evaluated based on the Values & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

• Proven experience in program management.

• Strong understanding of product lifecycle, product launch requirements and Customer Success delivery roles.

• Excellent organizational and time management skills with exceptional attention to detail.

• Demonstrated ability to manage multiple priorities and deadlines simultaneously.

• Effective communication and interpersonal skills.

• Proficient in data tracking and analysis.

• Proven ability to drive accountability and consistency in a fast-paced, cross-functional environment.