Program Manager - North America

Infinera Program Manager

This is a key position in Infinera North American Program Management team. The Program Manager facilitates communications and supports multiple internal teams as a key customer facing team member. Tangible results will be measured by CSAT through the preparation of customer facing communications including status reports, quality and issue resolution, and consensus building to deliver world class customer service. The role demands excellent teamwork with the various partner organizations including the Project Management team, Global Customer Support / Technical Support (GCSTS), Manufacturing, Sales Operations, Systems Engineering (HW, SW, ASIC), and Product Line Marketing (PLM). The individual must possess excellent verbal communication and presentation skills to lead multiple weekly conference calls with 10 50 participants. The individual will schedule and document meetings, meeting notes, action issue registers, maintain documentation and status on the Intranet and coordinate customer quarterly reviews (QBR). Ability to provide succinct, compressive reports and updates and maintain with high level of consistency.

Responsible for the tracking and return of customer material through the return material authorization (RMA) process and the tracking and implementation of product change notice (PCN) recalls using project management techniques.

Works closely and acts as a key interface and central driving and coordination point for Professional Services Engineers, Program Management teams, TAC, PLM, Engineering and Training to ensure that full product team deliverables, issues, schedules from various groups are driven, coordinated, tracked, communicated cross functional team and decisions driven and consensus built to support assigned customers.

Analyze situations or issues that require an in-depth knowledge of organizational objectives, including an understanding of company intricacies. Help implement policies when selecting methods, techniques, and evaluation criteria for obtaining results. Use communication skills to share complex information and diffuse tense conversations with tact and diplomacy. Escalate key issues quickly and effectively and help drive to resolution. When challenges arise, show leadership in pulling cross-functional teams together to address critical issues.

Education & Experience Necessary For Success :

Bachelor's degree required. BS in Business Administration, CS, EE, Engineering or ME strongly preferred.

Ideally have 10+ years' experience in customer service, program or project management in cross functional program management (HW / SW / Test / Manufacturing / Sales / Support / Engineering) in telecommunications field.

PMP certification or Project Management related certification is a plus.

High emotional intelligence required. Possess great initiative, flexibility, superior judgment and have excellent leadership skills.

Must have a superior knowledge of business process and product life cycle management. Must be able to quickly learn and help develop business process to make an immediate impact.

Must understand the interdependencies between cross functional groups mentioned above.

Telecommunications technical knowledge is a plus.

Possess the drive to work in a fast-paced environment. An independent worker, self-starter that has experience to act on issues with appropriate urgency with little guidance, and understand implied tasks is a must.

Must possess superb communication skills with efficient use of the standard communication tools, including superior presentation skills. Must be articulate enough to convey technical ideas to non-technical team members.

Has the ability to manage multiple customers with different requirement with multiple projects in progress.

Must possess excellent organizational and project management skills and excellent attention to detail and processes.

Advanced skills using Microsoft Office Suite particularly Microsoft Project, Excel, PowerPoint, Word, Visio, and SharePoint.