IT Program Manager na Samsung Electronics America

Position Summary

Headquartered in Englewood Cliffs, N.J., Samsung Electronics America, Inc. (SEA) is a leader in mobile technologies, consumer electronics, home appliances and enterprise solutions. The company pushes beyond the limits of today’s technology to provide groundbreaking connected experiences across its large portfolio of products and services, including mobile devices, home appliances, home entertainment, 5G networks and digital displays. As an eleven-time winner of EPA’s ENERGY STAR® Partner of the Year Award for Sustained Excellence, SEA is dedicated to making a positive impact on the environment through its eco-conscious products, practices and operations.

People | Excellence | Change | Integrity | Co-prosperity

Role and Responsibilities

We are looking for a skilled Program Manager to lead the enhancement of our technology roadmap and oversee vendor-managed services (e.g., Sprinklr). The Program Manager will drive strategic initiatives, coordinate cross-functional teams, and ensure the successful delivery of technology projects and vendor services aligned with organizational goals. This role requires a proactive leader with strong organizational and communication skills to manage complex programs, deliver measurable outcomes, and maximize value from vendor-provided resources.

Key Responsibilities:​

• Develop and maintain a comprehensive technology roadmap aligned with business objectives.​

• Define project scope, timelines, and deliverables for technology initiatives.​

• Coordinate cross-functional teams, including engineering, product management, and stakeholders, to ensure seamless execution of projects.​

• Monitor vendor service execution alongside project progress, identify risks, and implement mitigation strategies to ensure on-time delivery.​

• Track key performance indicators (KPIs) and report on program status to senior leadership.​

• Facilitate communication between teams to ensure alignment and address any issues promptly.​

• Continuously assess program performance and recommend improvements to processes and methodologies.​

  • Manage vendor-managed services (e.g., Sprinklr) to deliver configurations, enhancements, and future change requests. Collaborate with vendors to ensure timely execution, address issues, and align deliverables with business objectives.

  • Track and optimize vendor-provided hours to ensure cost-effectiveness and strategic value realization.

Key Performance Indicators (KPIs):​

Project Delivery Success Rate: Rate in delivering technology projects on time and within budget.​

Technology Roadmap Alignment: Ensure the technology roadmap aligns with organizational goals and priorities.​

Stakeholder Satisfaction: Maintain a stakeholder satisfaction.​

Risk Mitigation Effectiveness: Reduce project risks by through proactive identification and mitigation strategies.​

Process Improvement: Implement process improvements that result in increase in team efficiency and project delivery speed.​  

Vendor Service Value Realization: Measure the business impact and ROI of managed services (e.g., Sprinklr) through timely delivery and alignment with strategic priorities.

Qualifications:​

• 6 years of related experience and a Bachelor’s degree in Business Administration, Engineering, Computer Science, or a related field or equivalent experience. ​

• Proven experience as a Program Manager in technology or software development environments, preferably in a contact center business.​

• Experience managing vendor-managed services or partnerships, preferably in technology or contact center environments. Familiarity with tools like Sprinklr is a plus

• Strong understanding of technology trends, tools, and PM methodologies (e.g., Agile, Scrum).​

• Excellent organizational, communication, and leadership skills.​

• Ability to manage multiple projects simultaneously while maintaining attention to detail.​

• PMP/PgMP Certification​

• Experience with project management tools (e.g., Jira, Trello, MS Project).​

Skills and Qualifications

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