Operations Program Manager

Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security. 

About the Position:

We are seeking a motivated and experienced Program Manager to join our dynamic Operations team which supports Netskope’s Customer Solutions Group (CSG). As a Program Manager, you will play a crucial role that often spans project management, program management, process optimization, system management, and data analytics. Leveraging your expertise across these different disciplines, you will be responsible for partnering with functional teams, such as Technical Support, Customer Success, Partner Success, Education, and Professional services, to drive results that ultimately empower Netskope to deliver exceptional customer experiences. Each Program Manager will be primarily responsible for working with one of the CSG functions.

Responsibilities:

• Develop and execute programs and initiatives that support the Customer Solutions Groups (CSG) core responsibilities - customer onboarding, adoption, retention, support and expansion
• Establish and maintain strong relationships with key customer stakeholders, understanding their needs and goals, and proactively addressing their concerns and challenges
• Partner with CSG stakeholders to develop roadmaps, and deliver results through quarterly OKRs 
• Collaborate with stakeholders to analyze quantitative and qualitative data to inform new programs and optimizations in order to drive outcomes 
• Lead the day-to-day management of projects, leveraging our methodology and templates to develop project plans, drive stakeholder alignment, execute on tasks, communicate status and progress, and ensure the timely delivery of project deliverables
• Act as a strategic partner to CSG stakeholders, utilizing data and analysis to inform decision-making
• Collaborate with cross-functional teams, such as Sales, Corp IT, and Product, to align programs with overall business goals and strategies
• Design and implement programs and processes, ranging from new operational playbooks, vendor selection, tracking of KPI / metrics, develop functional roadmaps, to empower CSG to achieve its goals
• Monitor and report on key metrics, providing regular updates to management and stakeholders

Requirements:

• 5+ years of professional experience as a Program Manager, Operations, Consulting, or relevant experience
• Proven experience in an operations, or similar, function working with customer or partner facing teams
• Proficiency in project management, experience with Agile / Scrum is highly desirable
• Proven program management skills, including the ability to lead the development, documentation, and execution of program
• Excellent communication and relationship-building skills, with the ability to engage and influence stakeholders at all levels
• Ability to identify trends through data analysis, creating hypothesis and presenting findings to business stakeholders
• Self-starter that takes initiative for proactively supporting both strategy and tactical execution plans with high attention to detail and delivery excellence
• Excellent interpersonal skills including effective listening, written and verbal communication, with ability to influence and align priorities
• Customer-centric mindset and adept at navigating through ambiguity
• Ability to thrive in a fast-paced and rapidly evolving environment

Nice To Have:

• Experience with Salesforce, ServiceCloud, or Gainsight
• Direct experience in a SaaS company
• Project management certification
• Experience working across distributed offices and countries.
• Proficiency in developing tools within Google Workspace.
• Familiarity with project management tools like Smartsheet, Jira, and Lucidchart

Education:

• Bachelor's degree preferred in a related field

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Netskope is committed to implementing equal employment opportunities for all employees and applicants for employment. Netskope does not discriminate in employment opportunities or practices based on religion, race, color, sex, marital or veteran statues, age, national origin, ancestry, physical or mental disability, medical condition, sexual orientation, gender identity/expression, genetic information, pregnancy (including childbirth, lactation and related medical conditions), or any other characteristic protected by the laws or regulations of any jurisdiction in which we operate.

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