Program Manager

3 weeks ago

Kuala Lumpur, Malaysia Sitecore Full time

**Program Manager - Client Response (KL - Malaysia)**

**About Us**:
Our mission is to elevate leading brands through unforgettable digital connections with their customers. Sitecore delivers a composable digital experience platform that empowers the world’s smartest and largest brands to build lifelong relationships with their customers. A
**highly decorated industry leader,** Sitecore is the leading company bringing together content, commerce, and data into one connected platform that delivers millions of digital experiences every day. Thousands of blue-chip companies including American Express, Porsche, Starbucks, L’Oréal, and Volvo Cars rely on Sitecore to provide more engaging, personalized experiences for their customers. Learn more at

Sitecore’s foundation is our diverse group of passionate, smart, innovative, and collaborative individuals located across four continents and over 25 countries. Having a wide range of perspectives, experiences, and skills is what makes us the company we are today. The
**Sitecore values** are what drive and unite us across the globe.

**About the Role**:
This role is accountable for program management of the end-to-end client response workflows. Key leadership responsibilities include the management of a team/workflow for the intake and coordination of responses to client requests, and the update of the knowledge base to ensure current and accurate information. Workflow KPIs, OKRs and SORs are to be monitored daily.

**What You Will Do**:

- Manage a team/workflow for the intake and coordination of ALL client inquiries/ questionnaires against SLAs (baseline and continuous improvement of SLAs expected).
- Work with cross functional stakeholders (Sales, Customer Support, Product, Engineering, etc) to define and continuously improve the current workflow with data and insights.
- Mange to daily KPIs and SLAs (these may need to be developed).
- Ensure the successful and timely intake of client questionnaires to the response platform.
- Oversee the workflow and outcomes of client questionnaires.
- Provide governance to ensure knowledge base libraries are updated by appointed Sitecore SME’s.
- Step in to resolve issues when needed to successfully deliver responses.
- Provide administrative and functional management for direct reports.

**What You Need to Succeed**
- Familiar with Loopio, ServiceNow, O365, SharePoint, Power Automate or similar technologies.
- Program/Project Management experience.
- Expertise in managing Client Response Workflows.
- Excellent written, editing, proof reading, and verbal communication skills.
- Solid organizational skills including attention to detail and multi-tasking skills.
- Experience in both administrative and functional leadership skills.
- Ability to balance strong attention to detail with overall business and deliverable objectives.
- Ability and confidence to work independently, make sound decisions, and escalate appropriately in a fast paced, deadline-driven environment.
- Ability to provide and receive constructive feedback in a positive manner.
- Must be fluent in English.

***

**Additional Skills That Could Set You Apart**:

- ChatGPT/OpenAI.

**Why you should click ‘Apply’**:
Sitecore is proud to be an equal opportunity workplace. We are committed to equal employment opportunity without unlawful regard to race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status or any other local legally protected characteristic.

**How we hire**
At Sitecore, we put a lot of care and time into who we hire. We believe to build the best products we need to build high-impact teams. Our recruitment process centers around what we call the Life Story interview, a conversational-style interview where we get to learn more about you.

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