Description:
PRIMARY RESPONSIBILITIES
End-to-End Product Management & Delivery
- Supports execution against the product work plan objectives for assigned product
- Works with FCEs (Functional Centers of Excellence) to meet Service Level Agreements (SLAs)
- Monitors service level agreements
- Communicates and collaborates with colleagues clearly and effectively
Contract/SLA Fulfillment
- Provides status updates on day-to-day operations
- Executes against SLA’s and KPI’s under the guidance of Senior Operations Manager.
Governance of Test Center Network
- Support management in the achievement of long-term and short-term goals, departmental quality, and productivity goals.
- Provide on-going support to test centers, candidates, and vendors which utilize DTCM test delivery platforms for clients.
- Lead quality assurance, improvement, and process re-engineering efforts.
- Determine capability of current processes and monitor/guide development of processes procedures to higher process maturity.
- Recommend and implement improvements to streamline and standardize processes.
- Conduct or contribute to data analysis for internal clients.
- Manage special projects.
- Recognize problems, research, isolate, recommend resolution steps and follow up with senior staff to ensure resolution.
- Provide lab support and participate in pre-distribution launches, PPVs and Operational tests.
- Maintain a current working knowledge of DTCM test center hardware, monitoring devices, and equipment as required to assure test center compliance with the latest standards.
- Keep abreast of changes in policies and procedures of existing testing programs as well as new testing programs that plan to use the DTCM network systems.
- Create and/or monitor the creation of SOPs and Process Maps and apply their use in production. Review, develop, streamline and standardize templates and processes. Identify best practices and ensure they are documented.
- Identify and implement improvements and/or policy changes to meet quality objectives for cost effective test administration processes.
- Directly contribute to the development of quality and performance metrics across the unit.
- Must be able to work with minimal supervision, multi-task, and prioritize own work to meet deadlines.
KNOWLEDGE/SKILLS
- Ability to work with cross-functional teams
- Ability to provide status updates on day-to-day operations; deep understanding of SLA’s and KPI’s
- Demonstrated understanding of product operational needs of product
- Escalates effectively when faced with uncertainty and /or lack of data: seeks assistance to guide decision-making
EDUCATION AND EXPERIENCE
- A Bachelor’s degree or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired is necessary.
- 0-3 years of experience in administrative or project management support.
