Job Title: Operations Program Manager
Location: San Jose, CA
Zip Code: 95116

Description:

TiVo is looking for YOU to play a lead role in improving our customer experience! As our new Operations Program Manager, you will manage the call center software tools and lead major projects improving the customer experience online and through the call center. This exciting, fast-paced opportunity allows you to work cross-functionally and to learn the operational, business and technical aspects of operations at TiVo. This is a highly visible role that will allow you to interact with our executive team as well as many departments across the company. Become THE subject matter expert for customer operations and utilize that knowledge to improve how TiVo does business with our customers.

Here's what you'll get to do....

Launch large, cross-functional projects that greatly impact the TiVo customer experience and improve how TiVo does business
Collect, organize, and prioritize project requirements
Write business requirements documents, functional specs, processes, etc.
Host cross-functional team meetings
Track schedule progress for IT and Business
Develop and track risk analysis
Communicate openly with cross-functional and executive teams

Manage operational aspects of customer support call center software applications and supporting ERP/CRM systems
Troubleshooting, management, and communication of operational issues
Data analysis and forecasting Here's what you need to be successful...

BS or BA required
2 to 5 years experience in a cross-functional project management role
Experience in all phases of project management cycle; interfacing with technical teams and business users
Proven ability to lead diverse cross-functional teams and to bridge / enhance cooperative working relationships
Strong customer advocacy standpoint
Proven process improvement success
Flexible, able to multi-task, and very detail-oriented
Strong sense of ownership and enjoy teamwork, creative thinking, learning, making improvements and working on a project from start to finish.
Prior experience in working with Customer Service tools (CRM), SAP, Bug Tracking software, and/or Hyperion experience a plus
Excellent written and verbal communication skills, task and project organizational skills, and advanced personal computer skills (MS Project / Excel / Word / Outlook).

TiVo is unique. We're successful because of diversity of thought, skill sets, and experience and pure talent.

San Jose, CA
Job Type: Full-Time
Requisition Number: 820

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