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JOB TITLE: Project Manager-Strategic Service Programs

FLSA STATUS: Exempt

JOB TYPE: Full-time

Position Overview

The Project Manager, Strategic Programs is responsible for leading the planning, implementation, adoption, and continuous improvement of strategic technology and business transformation initiatives across the Global Service organization. This role serves as the primary business lead and Product Owner for Salesforce Service Cloud, Field Service Mobile, AI for Services solutions, and other enterprise platforms that support service operations.

The position combines project management, business analysis, product ownership, change management, and process improvement responsibilities to ensure successful deployment and adoption of critical business systems and processes. Working closely with Service, IT, Operations, Commercial, and Finance teams, this individual will gather and document business requirements, manage user acceptance testing, develop training programs, support global deployments, and drive ongoing optimization efforts. In addition, the role will lead strategic projects focused on process redesign, operational maturity, scalability, and business growth initiatives.

Key Responsibilities

Strategic Program & Project Management

• Lead cross-functional projects supporting the Global Service transformation roadmap.
• Develop and manage project plans, timelines, resource requirements, risks, and stakeholder communications.
• Coordinate activities across Service, IT, Operations, Engineering, Sales, and external implementation partners.
• Track project milestones, deliverables, and success metrics to ensure on-time and on-budget execution.
• Prepare status reports, executive updates, and project governance materials.
• Support the Manager, Service Transformation & Strategic Programs in executing strategic business priorities and special initiatives.

Salesforce & Field Service Mobile Product Ownership

• Serve as Product Owner for Salesforce Service Cloud and Field Service Mobile solutions within the Global Service organization.
• Partner with service leaders and end users to identify business needs and improvement opportunities.
• Gather, prioritize, and document user stories, business requirements, workflows, and acceptance criteria.
• Work closely with IT and development teams to translate business needs into system enhancements and technical solutions.
• Participate in sprint planning, backlog refinement, and prioritization activities.
• Drive adoption and continuous improvement of Salesforce-related processes and capabilities.
• Ensure solutions align with business objectives and support operational excellence goals.

AI for Services & Digital Transformation

• Support the implementation and adoption of AI-enabled service applications and related digital technologies.
• Collaborate with business stakeholders and IT teams to identify opportunities for automation, productivity improvements, and enhanced customer experiences.
• Document requirements, business processes, and use cases for AI initiatives.
• Assist in evaluating technology solutions and defining business value realization metrics.
• Support organizational readiness, change management, and user adoption activities related to new digital capabilities.
• Monitor implementation outcomes and identify opportunities for ongoing optimization.

User Acceptance Testing & Deployment Support

• Develop and execute User Acceptance Testing (UAT) plans, test scripts, and validation procedures.
• Coordinate testing efforts across service teams and business stakeholders.
• Document defects, enhancement requests, and testing outcomes.
• Validate system functionality against business requirements and acceptance criteria.
• Support deployment planning, cutover activities, and post-release stabilization.
• Act as a key resource during system launches and global deployments, ensuring successful business adoption.

Training & Change Management

• Create comprehensive training materials, user guides, standard operating procedures, and job aids.
• Deliver instructor-led and virtual training sessions to global service teams.
• Develop communication plans and adoption strategies to support organizational change.
• Gather user feedback and identify opportunities to improve system usability and effectiveness.
• Promote best practices and consistent utilization of business systems and processes across regions.

Business Process Improvement

• Analyze existing service processes and identify opportunities for increased efficiency, standardization, scalability, and customer satisfaction.
• Facilitate process mapping, workflow design, and business requirements workshops.
• Partner with stakeholders to redesign processes that support future growth and operational maturity.
• Establish metrics and reporting to measure process performance and improvement outcomes.
• Support continuous improvement initiatives aligned with the Global Service strategy.

Qualifications & Skills

• Bachelor's degree in Business, Information Technology, Engineering, Operations, or related field.
• 5+ years of experience in project management, business analysis, product ownership, service operations, or business transformation roles.
• Experience supporting Salesforce Service Cloud, Field Service Mobile, CRM platforms, or similar enterprise applications.
• Experience gathering and documenting business requirements, user stories, and process workflows.
• Demonstrated experience coordinating User Acceptance Testing (UAT) and system deployment activities.
• Strong project management skills with the ability to manage multiple priorities and stakeholders.
• Experience developing training materials and leading change management initiatives.
• Knowledge of AI-enabled business solutions and digital transformation initiatives preferred.
• Strong analytical, problem-solving, and process improvement capabilities.
• Excellent written, verbal, and presentation communication skills.
• Proven ability to influence stakeholders and drive alignment across cross-functional teams.
• Proficiency with Microsoft Office, project management tools, and business process documentation methods.
• Experience working in global or matrixed organizations preferred.

Key Success Metrics

• Successful implementation and adoption of Salesforce Service Cloud and Field Service Mobile solutions.
• Delivery of strategic technology and business transformation projects on schedule and within scope.
• Quality and completeness of user stories, requirements documentation, and business processes.
• Successful execution of UAT activities and reduction of post-deployment issues.
• User adoption rates and training effectiveness for deployed solutions.
• Measurable improvements in service productivity, process efficiency, and customer experience.
• Successful deployment and realization of AI for Services initiatives.
• Achievement of strategic business objectives and service transformation goals.
• Stakeholder satisfaction and effective cross-functional collaboration.
• Development of scalable processes supporting organizational maturity and growth.

EOE/AA/M/F/Veteran/Disability