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Senior Technical Program Manager, Product Management, Customer Experience - Opportunity for Working Remotely

Primary Location: Los Angeles,California


Additional Location(s):

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The core responsibilities of the Customer Experience Product Management Team, includes:

  • Ensuring that customers can experience a successful journey in deploying, adopting and scaling our product offerings over the entire lifecycle
  • Engage with various VMware Business Units and their multi-function teams to leverage best practices and digital assets available
  • Drive people, process, and technology initiatives to optimize the end-to-end Customer Journey
  • Deliver product/program quality improvements based on sales and customer feedback and core Customer Service performance measurements
  • Build out, monitor, and measure program success to continuously evolve and drive scalable long-term success for an industry leading customer experience

Specific Responsibilities For The Customer Experience, Program Manager, Include

  • Own the customer experience program to deliver Customer Service improvements for customers who place orders with the various routes to market
  • Develop user stories to surface key customer insights to support strategic planning and business reviews with stakeholders
  • Build and maintain customer experience program roadmap, partnering across the organization to surface insights and initiatives across the VMware customer journey
  • Engage with the Route to Market business teams to routinely share customer and sales insights to influence and drive continuous customer experience improvements
  • Interface with key stakeholders across the business – product management, product marketing, technical marketing, engineering, customer support, operations, sales to identify dependencies and implement the right solutions

Critical Skills To Be Successful

  • Experience working with cross functional teams, to collaboratively deliver valuable results
  • Innovative communicator with the ability to identify opportunities and influence organizations to gain support and overcome resistance with data and persuasion
  • Ability to successfully deliver end-to-end projects, working through obstacles across multiple teams and organizations
  • Ability to utilize strong problem-solving skills to work through complex challenges
  • Ability to communicate clear and concise expectations and requirements with business and technology teams. Capacity to present well-reasoned and data-driven proposals in both verbal and written form
  • Ability to manage priorities in a fast-paced environment
  • Must be comfortable leading cross functional teams informally, challenge inertia, and develop meaningful improvements to the customer journey

Basic Qualifications

  • Bachelor’s Degree in EE or CS
  • 10+ years of experience working on large complex programs
  • Includes SaaS, large scale solution development and delivery
  • Cross functional experience

Preferred Qualifications

  • Master's Degree
  • Hardware experience is a plus
    • Experience working directly or indirectly with operational support management
    • Customer and field experience of 2+ years a plus

Category : Marketing
Subcategory: Product Management
Experience: Business Leadership
Full Time/ Part Time: Full Time
Posted Date: 2021-04-08



VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at http://careers.vmware.com.

Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law. Job ID: R2104652
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