Hybrid Manager, AIA Program Management

at Five9

• Job title: Manager, AIA Program Management
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $90,000 - $216,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud
• Location requirements: Hybrid, San Ramon, United States

About the role

• Manager of AIA Program Management leading AI solution implementations at Five9. Overseeing teams, projects, and client relationships while ensuring operational success for cloud contact center software.

Responsibilities

• Lead the AI & Automation program delivery team providing management and oversight of implementation projects and staffing including project assignments, capacity planning, and operational success metrics.
• Directly supervise a team of Program Managers, conduct employee performance review and evaluations, career development discussions, recommend performance ratings; train, mentor and coach to develop and enhance the performance and skills of team members, and oversee training of new staff.
• Maintain a strong candidate pipeline, interview, selection, and hiring of Program Managers.
• Practice effective financial management ensuring targets are met and program(s) are delivered on time and on budget.
• Promote and build strong client relationships to achieve overall program and customer success.
• Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at executive and functional levels of the client organization.
• Serve as an escalation point for program-related risks and issues requiring leadership engagement and assist by providing prudent and timely recommendations for risk avoidance.
• Support pre-sales processes to establish client rapport, demonstrate the value of PS, and assist with proposal reviews and refinement.
• Maintains reporting on capacity, implementation pipeline, and outlook to advise strategic direction and capacity planning.
• Oversee and execute process improvements and the development of policies, procedures, methods, and tools in support of solution delivery.

Requirements

• Bachelor's degree, preferably in computer and/or business management or a related discipline, or equivalent work experience required, advanced degree preferred.
• Minimum of 5 years of demonstrated management and leadership experience, preferably in an AI/technical/cloud/contact center/software professional services environment.
• Strong operational management, financial management, project management, consulting, technology and process improvement skills.
• Leadership, analytical and solution-oriented thinking, organizational skills, problem solving skills, and ability to work under pressure.
• Must possess a strong combination of executive management, presentation skills, customer communication, and negotiation skills.

Benefits

• Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost.
• Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
• Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
• Generous employee stock purchase plan.
• Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.