Meet Our Team
Pega is changing the way the world builds software. We at Pega are providing revolutionary solutions for some of the world's largest organizations and the most recognizable brands. Imagine going from a problem to a fully functioning solution in production that solves real business problems within a matter of a few hours/days. That's a challenging set of expectations to meet where thousands of businesses across the planet depend on Pega to transform their business and customer experiences and that's where you come in.
Picture Yourself At Pega
In this role, you will lead a variety of inititiaves consisting of but not limited to customer escalations, quality improvements and optimizing SLAs . You will collaboate with multiple stakeholders to strategize, implement, and maintain program initiatives
What You'll Do At Pega
- Collaborate with cross-functional teams across the Pega Infinity platform to identify process gaps and implement strategic improvements and best pratices.
- Work with Global Customer Support to identify the pain areas that are barriers to a world class customer experience drive projects for key improvements
- Track customer incident dashboard to monitor infow, potential SLA breaches and pre-empt escalations.
- Drive customer ecalations by working with Global customer support, Subject matter experts and Customer success managers to communicate frequent updates with progress, ETA and action items to allay concerns around meeting SLAs and resolve depedencies gracefully.
- Identify patterns in customer escalations and recurring issues and work with Product Owners to prirotize and remdiate those issues.
- Work closely with various stakeholders such as Engineering support success teams, release management and Gloabl Customer support.
- Present plans and updates on core inititiaves to management on a regular basis.
- Actively engage with QSO and Scrum team leadership to understand quality challenges and propose solutions and drive improvements
Who You Are
You are an intelligent, motivated and collaborative individual, with exceptional communication skills . You have experience working effectively with multiple stakeholders across the business. You are a self-starter with a desire to consistently learn, grow and challenge the status quo.
What You've Accomplished
- 7+ years of project management experience
- Strong knowledge of PowerPoint, Excel, MS Project, PowerBI ,Project Management and Business Process Management tools
- Led multiple complex cross functional programs successfully
- Demonstrated ability to manage multiple, cross-functional projects at once
- Proven ability to work across functions and geographies with a diverse set of team members
- Ability to successfully drive management initiatives demonstrated through experience
- Ability to collaborate with others to obtain information and accomplish tasks and goals while consistently seeking to obtain win-win situations
- Excellent written and verbal communication skills; ability to translate complex concepts into concrete actions
- Flexibility/adaptability (ability to change direction based upon team and stakeholder consensus)
- Strategic in approach: understands and addresses inter-dependencies and real issues
- Experience managing to deliverables and milestones: on time/within budget/meeting business needs
Pega Offers You
An innovative, inclusive, agile, flexible, and fun work environment
Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company
Continuous learning and development opportunities
Gartner Analyst acclaimed technology leadership across our categories of products
Job ID: 20893
Inclusion and Diversity Inclusive is one of our values at Pega. Pegasystems is committed to inclusion and diversity and strives to foster a fair and inclusive environment for all. We believe Pega can achieve more when we create a culture that inspires each of us to fully contribute each and every day. We encourage diverse thinking and collaboration for better outcomes for all. Learn more about our inclusive culture .
We encourage candidates of all backgrounds and skillsets to consider opportunities at Pega. At Pega, we focus on the skills needed to be successful and we know that our employees can thrive even if they don't possess a traditional background. If you like the sound of this role, but are not sure if you are the right person, please consider applying. We would love to hear from you!
As an Equal Opportunity and Affirmative Action employer, Pegasystems will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.
Export Compliance For positions requiring access to technical data subject to export control regulations such as this, Pegasystems may need to obtain export license approval from the U.S. Government and EU Authorities for certain individuals.
Accommodations If you require reasonable accommodations under the Americans with Disabilities Act (US only) or comparable regional regulations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us here or contact (US only) 1-888-PEGA-NOW and/or 225 Wyman Street Waltham, MA 02451 ATTN: Benefits.
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