Business Program Manager

GitHub helps companies, organizations, and groups of individuals succeed by allowing them to build better software, together. We are on a growth journey, and to deliver value to our global set of customers and the worldwide community, our operational efficiency and maturity is of paramount importance.

GitHub Expert Services Offering Team is in search of a Business Program Manager with a proven track record of getting things done in complex environments. As a Business Program Manager, you will play a key role in supporting large-scale, strategic transformative projects centered around the development and maintenance of our broad range of Expert Services Offerings catalog across various internal and external stakeholders. These projects will be aligned to GitHub’s vision to build the home for all developers.

This high-impact role requires a collaborative self-starter who has vast experience in shaping and implementing programs to improve end to end experience through people/process/tools and facilitate change management initiatives in a fast paced matrixed environment. Your responsibilities will have a broad and far-reaching impact for both customers, internal and external stakeholders.

In this role you will be accountable for leading, scoping and delivering continuous improvement centered on the Services Offerings GitHub provides to customers.

Responsibilities

• Lead strategic development and maintenance of Offerings anchored in the Partner Expert Services Organization
  • Work with cross-functional teams, project sponsors to plan and define scope along with deliverables, staffing, project plan and timeline for initiatives
• In support of large initiatives within the Partner Expert Services team and wider Organization:
  • Bring strategic thought leadership to help shape, build and guide initiatives and programs of work by drawing upon your understanding and experiences primarily within the Professional Services space.
  • Oversee multiple virtual project teams, ensuring project goals are met on time
  • Identify, articulate and help to navigate risks and blockers for new and ongoing projects.
  • Help to develop training materials and implement best practices, and document process changes.
  • Articulate and iteratively improve Business Requirement protocols for evaluation and process improvement
• Identify opportunities to improve organizational health, build business cases around key initiatives and successfully execute upon approved programs.
• Analyze, evaluate and mitigate program risks by producing program reports for stakeholders

Experience 

Required:

• 5+ years experience working within Customer Success Organizations and specifically a strong understanding and experience within Sales / Service organizations including the areas of Customer Relationship Management and Customer Success Management.
• 5+ years of strategic program or project management experience whereby success depended on leading individuals not reporting directly to you [leading virtual teams]
• Proven experience in delivering high impact service improvement initiatives within a global and complex customer support organization.
• You have an ability to gracefully navigate, listen, synthesize, influence, and work in a highly collaborative environment.
• Forward thinking and strategic, yet pragmatic and operationally savvy
• Ability to provide calm and clarity amid rapidly changing priorities and direction, with a structured approach to problem solving and decision making.
• Highly motivated self-starter, with a high tolerance for ambiguity in a fast pace and rapidly changing and growing environment
• Great stakeholder management skills
• Excellent written and verbal skills with the ability to craft and deliver clear impact-oriented executive communications and documentations
• Demonstrated at being successful in the execution of highly visible, cross-company change initiatives, projects and programs.
• Proficient in the evaluation of business needs versus tooling and producing Business Requirements Documentation [BRDs]
• Demonstrated track record at leading end to end process improvement initiatives. Initiating, defining and landing impactful change. Tracking results and outcomes.
• A strong knowledge and understanding of GitHubs products & services is preferred.