Program Manager - Support at Cradlepoint (Boise, ID)

| Boise, ID
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Overview

Cradlepoint was born in Boise and built for wireless. We are a team of authentic, hard-working, and innovative people driven by a shared vision to Connect Beyond the limits of wired networks. We help customers - big and small, across industries and around the world - utilize LTE and 5G cellular technology to connect people, places, and things, anywhere. We're at the forefront of the Wireless WAN and 5G - the next big waves in networking - and we remain as hungry and humble as the day we started. If you're hungry to be part of something big, come join us.

Responsibilities

How Will You Contribute to the Company?

Simultaneously lead a variety of cross-functional programs for the Global Service & Support (GSS) organization. Define & execute program plans including defining program criteria, requirements, success criteria and provides regular program status updates. Primary program areas include system automation , communication programs for customer-impacting service/product/solution changes and Product Owner responsibility for GSS's programs. Provides program leadership best practices across the department.

What Will You Do?

Program Management, System Automation & Communications:
  • Responsible for program strategy that enhance s the effectiveness and efficiency for GSS teams by developing, executing & providing status for GSS programs
  • Responsible for delivering programs in a timely manner to meet the needs of the GSS team
  • Participate in planning for s ystem automation enhancements and research potential solutions , providing research findings with clear, logical next steps
  • Proactively provide communication plans for customer/partner-impacting changes to Cradlepoint solutions/services/products
  • Researches the industry for products, best practices, trends , and comparisons
  • Acts as the focal point for GSS communications on all program & plans
  • Coordinates with Marketing and Product Management to develop communication plan messaging
  • Identify and develop communication plan including medium & frequency based on severity and pervasiveness of impact
  • Conducts postmortem reviews of communications as well as service impacting events to facilitate continuous improvement
  • Leads go/no-go meetings and determines or recommends optimal time to cut in changes based on communication plans
  • Maintains cross-functionally visible program status tracking with clear progress indication and provides attention to problem areas of execution


GSS Systems Product Owner:
  • Responsible for maintaining the overall process & capabilities roadmap for GSS
  • Responsible for the overall requirements gathering and vetting
  • Serves as the primary point of contact with other teams impacted by programs
  • Works with I T to provide insight and interpret program requirements
  • Coordinates with Support managers for resources on any required User Acceptance Testing
  • Produces detailed project plans for review internally and externally
  • Tracks performance against the project plans and provides attention to problem areas of execution


Additionally:
  • Understands customer satisfaction & how various events impact it
  • Understands the Support practice & makes recommendations to enhance our Service offerings
  • Works well both independently and collaboratively


Qualifications

Basic Qualifications:
  • At least 5 years of experience leading cross-functional programs and project s
  • Excellent critical thinking skills
  • Excellent program strategy - ability to see the 'big picture'
  • Excellent attention to details and an understand ing of which details are important to programs
  • Excellent communication, interpersonal, organizational and presentation skills
  • Knowledge of principles and processes for providing customer technical support
  • Understanding of basic networking, hardware, and software and/or mobile networking support
  • Familiar with development practices (Agile, Waterfall)
  • Proficient with office productivity suites (Office38 5 , Google Office)
  • Proficient with Project Management tracking tools (MS Project, Jira, Confluence, etc.)
  • Excellent collaborator and motived self-starter
  • PMIP, PgMP , PMP or similar certifications preferred


Note: Did you know that women and other marginalized groups often hold back on applying to jobs if they don't meet 100% of all listed requirements? We don't want you to hold back! If you don't check every single box above but still feel like you could successfully do the work, we encourage you to apply! We'd love to connect and see how you could add to our team.

Why Cradlepoint?

At Cradlepoint, we're one team - all in on inclusion. Celebrating the uniqueness of our individual team members across the globe helps us build diverse teams where we all can thrive. Our connected, community-focused culture enables each one of us to perform at our best and fully be ourselves.

Our Cradlepoint values drive everything we do:
  • Stay humble and hungry: Be a curious learner, resilient, and competitive.
  • Don't point a finger; lend a hand: We are one team! Communicate, provide support, and lift others.
  • Make a difference: Prioritize, innovate, differentiate, and think big for customer success. Make a difference in work and in our communities.
  • Keep it simple: Eliminate complexity. Reduce time to value.
  • Enjoy the ride: Celebrate - appreciate - grow.
  • Trust, Respect, and transparency: Be ethical, data-driven, respectful, and straight shooters who share openly.


We are creating the future of global connectivity & community. Come join us. You belong here.

Benefits & Perks:
  • Competitive salary with a focus on a global market; Annual and Incremental Incentive plans; employee retirement plans (where available)
  • Flexible Time Off with Global Holiday Schedules to promote work-life balance
  • Wellness initiatives focused on the health and mental well-being of our team members and their families, including free membership to Headspace (a mindfulness and well-being app), an International Employee Assistance Program, and dedicated quarterly Well-being Days and No Internal Meeting Fridays.
  • Ongoing training and development opportunities
  • Eligible to participate in customary health and other benefit plans and programs based on location
  • Work from home opportunities across our global locations with a culture rooted in inclusion and teamwork

#LI-TI1

#LI-Remote

Cradlepoint's Diversity, Equity, Inclusion, and Belonging mission is to create an inclusive work environment where all employees' differences are celebrated, their thoughts matter, and everyone feels safe to bring their authentic selves to work. We're proud to be an equal opportunity employer and aim to attract, develop, and engage top talent from a diverse candidate pool. It is our policy and commitment to provide equal opportunity employment for all persons and not discriminate in employment decisions by placing the most qualified person in each job, without regard to any other classification protected by federal, state, or local law.
More Information on Cradlepoint
Cradlepoint operates in the Information Technology industry. The company is located in Boise, ID. Cradlepoint was founded in 2006. It has 860 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Dental Benefits, Health Insurance Benefits, 401(K), Flexible Work Schedule and Paid Holidays. To see all 14 open jobs at Cradlepoint, click here.
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