Senior Program Manager
Want to change the way work…works? This is your moment.
RingCentral Glip integrates messaging with video to make conversation, collaboration and connection more meaningful than ever, no matter where or how people want to work.
RingCentral Global Service and Support is all about the customer—devoted to making sure every customer’s need is met, and that they’re able to use our products effectively and easily. As a member of the Global Service and Support team you’ll lead the post-sale experience for our customers. As our customers’ central point of contact, you’ll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what “winning together” truly means.
We’re as proud of our working environment as we are of our market success. You’ll find all the training, opportunity and resources you could ever want here - with all the work/life benefits you expect, and none of the micromanagement. RingCentral regularly brings home Best Place To Work awards from locations all over the world, and outstanding company ratings on Glassdoor and Comparably!
RingCentral surrounds you with world-class technology and talent, in a people-first environment built from the ground up to help you do the best work of your career. We’re not just changing the nature of communication and teamwork. We’re winning, together.
RingCentral is looking for a Senior Program Manager who will be responsible for helping to build and manage an enablement and logistics model specific to Support functions for some of the company’s largest strategic programs and partners. This role reports to the Director of Global Support Programs. Responsibilities include long term reporting and performance management of Support capabilities for partners, assistance in the development of ongoing enablement needs, and administration of escalation efforts. This is an opportunity to continue the evolution of a new organization and create critical new capabilities within RingCentral Global Services & Support for a recognized leader in global cloud communications.
Responsibilities:
- Owns the partner relationship for Customer Care / Support.
- Develops and implements long term measurements for Support capabilities and performance, including a regular reporting & analytics package.
- Collaborates with peers and leaders within the GSS, GNOC, IT, Product, Marketing and Operations teams to ensure strategic alignment with process changes and ongoing system development efforts.
- Helps administer the partner escalations program for Support.
- Works closely with GSS Technical Enablement and GSP Partner teams to ensure the success of ongoing training plans for partner resources.
- Oversees the development of root cause analysis documentation and drives incremental change within the business from learnings.
- Works cross-functionally to communicate vision, evolution, project scope, timelines, and dependencies for all program management efforts.
Qualifications:
- Minimum 5+ years in a professional customer facing role such as Support, Network Operations, or Professional Services.
- Experience with Unified Communications (UCaaS) and Contact Center (CCaaS) solutions considered a large advantage.
- Minimum 5+ years developing relationships with strategic large partners, with a strong focus on problem resolution and the overall Customer Experience.
- 3-5 years minimum experience within the cloud technology industry, preferably with a telecommunications service provider or SaaS company.
- Proven track record of implementation of scalable enterprise programs and processes.
- Self-motivated individual capable of working in a face-paced, dynamic environment.
- Detail and results oriented; skilled at both planning and hands-on execution.
- Must be customer and relationship-focused with strong interpersonal and communication skills.
What we offer:
RingCentral offers all the work/life benefits you could ever want, (and none of the micromanagement.)
Comprehensive medical, dental, vision, disability, life and pet insurance
Flexible PTO
401K match and ESPP
Wellness programs including virtual yoga, bootcamp, meditation classes and more
Paid parental leave
Milk Stork parental account
New parent gift box
Say hello to the future of work. And the end of the resume black hole.
We didn’t create Glip specifically for hiring, but we might as well have. No more wondering if your resume was jettisoned into the vast emptiness of space. Sign up for Glip (it’s free, no downloads,) and discover how smooth, informative and great the hiring process can be. So start meeting on www.Glip.com — and we look forward to connecting soon.
About RingCentral
RingCentral is the worldwide leader in cloud-based communications. Our software communications platform delivers phone, group chat, mobile communications, video calls, videoconference, contact center and AI-driven digital engagement. It’s a powerful, global presence that allows businesses to communicate anywhere, anytime with anyone.
RingCentral is headquartered in Belmont, California and has offices around the world.
RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.