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Dell Consultant, Program Management (SBT CX) in Round Rock, Texas

Consultant, Program Management (SBT CX)

The responsibilities of this position include leading the management and execution of cross-functional projects and/or programs through the Server Business Transformation Customer Experience work stream. Additional/alternate responsibilities include leading customer-focused strategic business initiatives through developing program goals that support the business objectives and developing and executing strategies and plans to meet those goals. Identifying and implementing process improvements and assisting in the integration of complex business factors to develop and implement long-term strategic planning objectives is required.

Key Responsibilities

  • Lead cross-functional teams and activities to drive an improved experience for server customers.

  • Build project scope and plans, based on a foundation of customer and operational data.

  • Establish clear objectives and deliverables for projects that support business needs.

  • Prepare and present clear and concise project updates and critical deliverables to senior management.

  • Establish project schedules, identify key risk mitigation plans, and manage major risks and issues through effective contingency planning and proper escalations.

  • Comfort following the data path to develop new solutions or ways of problem-solving.

  • Develop hypotheses and build models to understand financial implications of customer experience metrics.

  • Comfortable with qualitative and quantitative research data.

  • Strong storytelling capability - transform data from insights to projects to focused outcomes.

  • Focus on relevance, accuracy, and expediency of deliverables.

  • Continuously identify and implement lessons learned to improve effectiveness and responsiveness.

  • Provide support across multiple projects to the team.

Essential Requirements

  • 10+ years’ experience in project or program management

  • Understanding of CX as a discipline and proven track record of CX-execution

  • Strong leadership, command, organization, planning and influencing skills

  • Proven experience managing large-scale, cross-functional projects and teams

  • Ability to analyze, set priorities and solve complex problems

  • Strong written and verbal communication and presentation skills

  • Strong business acumen

  • Strong work ethic/personal initiative/ownership to deliver high quality

  • Strong relationship and expectation management skills

  • Effectively manages multiple activities of varying complexities

  • Time/prioritization management skills

  • Flexible, comfortable with change and ambiguity in a fast-paced environment

  • Self-motivated/independent/resourceful

  • Willing to travel – no more than 10%

  • Strong computer skills and proficient with Microsoft Office products

  • Comfort with Tableau and SQL preferred

Management Level: Individual Contributor I9