Sr. Director, Customer Success Program Management

| Seattle
The Role

The Senior Director of Customer Success Programs at Outreach will be the leader of the programs team driving operational excellence and improvement across the Customer Success organization at Outreach. You will be a senior leader with a strong program management background, a head for business, and a pragmatic, data-driven, strategic approach to problem-solving. Additionally, you will be able to get into the details of every program your team owns, understand the technical considerations and business goals, and provide hands-on work to bring the program to success. They will have the ability to influence leaders across different business and functional teams. They will have a proven ability to establish credibility at the executive level and with key partners and experience gaining consensus and approval for planning efforts across multiple functional leaders.

Who You Are

  •  You will bring clarity, structure, and action to plans with a clear defined purpose in mind. You are passionate about translating ambiguous problem statements into crisply framed challenges and actionable milestones.
  • You understand how to drive action and influence decision makers across different roles and levels in an organization, from engineering and product, to the revenue C-suite. You nail executive communications, and are confident articulating and presenting your goals.
  • You value creating organization from chaos, and set standards for program/project structure, rigor, and measurement.
  • You are an advocate and coach for your team. You know when to jump in and help them move their work forward, and when to raise risks and dependencies.

What You’ll Own

  • Lead the Customer Success Program Management function with resourcefulness and transparency.
  • Lead and facilitate Success PMO OKRs and ensure delivery of key results.
  • Manage team staffing, mentorship, and career development.
  • Coach and nurture program/project management practitioners, both within and outside the PMO, and share knowledge of industry best practices.
  • Own goals to achieve better quality, consistency, and oversight of programs/projects across the organization by developing and maintaining project management methodologies, standards, and tools.
  • Set standards for program/project manager capabilities, including certifications and qualifications and success measurement criteria.
  • Define the concept, build a viable business case, develop an execution plan and follow all the way through value realization of each of the initiatives.
  • Provide clear and crisp transparency to the status and progress of initiatives.
  • Communicate complex issues to people with diverse backgrounds and experience, and drive to resolution.
  • Partner with Operations to introduce new processes / workflows, by bringing proposed solutions to the teams and rolling them out in an iterative manner.
  • Anticipate and mitigate risks - by having close involvement with teams’ goals and challenges, applying past experience, and keeping in mind the big picture.

Qualifications

  • Minimum of 15 years of industry experience with strong exposure to Customer Support in a software, SaaS, or systems development environment.
  • Minimum 7 years hands-on Program/Project management experience in a software, SaaS, or systems development environment – managing initiatives from start to finish.
  • Proven ability to work cross-functionally on complex technical projects.
  • Strength in influencing decision making with or without authority and bringing teams to agreement.
  • Strong team player who embraces listening, straight talk, transparency, ownership, and accountability.
  • A self-directed, self-aware leader who demonstrates humility while building and extending trust.
  • Thrives in a fast-paced environment with a high rate of change.
  • Problem solving capabilities that combine long-term strategic thinking with day-to-day execution.
  • Passion and enthusiasm around organizational excellence and attention to detail.
  • History of improving processes, methodologies, programs or frameworks that increased team performance.
  • You embody our core values. We are hungry craftspeople, we have grit, we are honest, we take ownership, we have each other’s back no matter what, we’re one with our customers, and we find strength in diversity and inclusion.

Why You’ll Love It Here

• Generous medical, dental, and vision coverage for full-time employees and their dependents
• Flexible time off
• 401k to help you save for the future
• Company-organized and personal paid volunteer days to support the community that supports us
• Fun company and team outings (or virtual events these days!) because we play just as hard as we work
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network), AAPI, Rainbow (LGBTQIA+), Gender+, LatinX, Black Excellence, Disability Community, and Veterans
• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents
• Employee referral bonuses to encourage the addition of great new people to the team
• Plus, unlimited snacks and beverages in our kitchen (once we're back in the office, that is!)
• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • Elixir Languages
    • ReactLibraries
    • ReduxLibraries
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • MySQLDatabases
    • RedisDatabases

Location

Our Lower Queen Anne office is located along the beautiful Elliott Bay waterfront north of Belltown, near Myrtle Edwards Park.

What are Outreach Perks + Benefits

Outreach Benefits Overview

At Outreach, we believe in taking care of our employees as whole people, and our benefits and perks reflect that value. We offer benefits and perks such as flexible time off, a 401k to help save for the future, employee resource groups, and Diversity, Equity, and Inclusion trainings. Our wellness benefits include a generous medical, dental, and vision package for full-time employees and their dependents, access to our EAP (Employee Assistance Program), mental health supports, and FSA and DCFSA options. For new parents, we offer a parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course.

Culture
Volunteer in local community
Outreach organizes quarterly events for employees to volunteer together in the community. We also offer paid time off for volunteer days.
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Outreach's leadership team is highly diverse, reflects our commitment to diversity and inclusion, and is focused on continuous improvement of our DEI initiatives.
Unconscious bias training
We offer DEI trainings to help facilitate understanding of issues surrounding equity and inclusion, including unconscious bias.
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Employee Resource Groups such as Outreach Womxn's Network (OWN) and others that exist to support employees from underrepresented populations are supported from the top down at Outreach.
Hiring Practices that Promote Diversity
Outreach provides training to encourage diverse hiring and the Recruiting Team is constantly searching for innovative ways to reach a diverse population of candidates.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
All employees receive a basic life insurance plan at the $100,000 level. Employees can elect voluntary life insurance if they would like additional coverage beyond the $100,000 level.
Wellness Programs
Outreach's EAP (Employee Assistance Program) offers free, confidential counseling, 24-hour crisis telephone counseling, addiction support, etc.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Outreach provides flexible start and end times, as well as flexible Friday schedules.
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Outreach offers unlimited PTO.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Outreach offers unlimited PTO.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
More Jobs at Outreach95 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
Legal
Marketing
Operations
Product
Project Mgmt
Sales
Content
Developer
new
Seattle
Marketing
new
Seattle
Design + UX
new
Seattle
Data + Analytics
new
Seattle
Operations
new
Seattle
Data + Analytics
new
Seattle
Data + Analytics
new
Seattle
Operations
new
Seattle
Finance
new
Seattle
Developer
new
Seattle
Design + UX
new
Seattle
Finance
new
Seattle
Operations
new
Seattle
Data + Analytics
new
Seattle
Operations
new
Seattle
Operations
new
Seattle
Sales
new
Seattle
Data + Analytics
new
Seattle
Operations
new
Seattle
Sales
new
Seattle
Content
new
Seattle
Operations
new
Seattle
Sales
new
Seattle
Project Mgmt
new
Seattle
Operations
new
Seattle
Sales
new
Seattle
Data + Analytics
new
Seattle
Developer
new
Seattle
Marketing
new
Seattle
Sales
new
Seattle
Operations
new
Seattle