Principal Program Manager

Strength in Trust 

OneTrust is the trust intelligence cloud platform organizations use to transform trust from an abstract concept into a measurable competitive advantage. Organizations globally use OneTrust to enable the responsible use of data while protecting the privacy rights of individuals, implement and report on their cyber security program, make their social impact goals a reality, and create a speak up culture of trust. Over 14,000 customers use OneTrust's technology, including half of the Global 2,000. OneTrust currently ranks #24 on the Forbes Cloud 100 list of top private cloud companies in the world and employs over 2,000 people in regions across North America, South America, Asia, Europe, and Australia.

The Challenge 

We are seeking a passionate Program Manager for Digital Customer Experience to transform our digital interactions, enhancing both customer satisfaction and OneTrust value. In this role, you will collaborate with Product, Customer Experience, and Marketing teams to define and implement our digital strategy. Your mission will be to outline our future state and drive the transformation program to achieve these goals. 

Your Mission 

You will drive digital customer experience transformation across OneTrust and be responsible for key project factors like resources, scope, timeline, deliverables, budget, reporting, and customer satisfaction. You will coordinate across organizations including Sales, Product Management, Customer Success, Professional Services and Support throughout the project lifecycle. 

As a Principal Program Manager, you will: 

• Deliver accurate reporting of project status, covering key milestones, resource capacity, and financial health 
  Perform project risk assessments, develop contingency plans, and recommend mitigations, as needed
• Look for process improvement opportunities including project delivery, reporting, communications and leveraging lessons learned
• Provide project management leadership and expertise, and support initiatives to develop a comprehensive and sustainable portfolio and project management strategy and set of practices
• Possess command of project management/continuous improvement methodologies (i.e.; PMP, FPX, Agile, Lean, Six Sigma, CBT, etc.)
• Embrace and lead a culture of inclusiveness and multi-cultural engagement through coaching and feedback to peers and the broader community 
• Co-ordinate Customer Experience Digital Strategy: Translate thought leadership, customer needs and business requirements into a cross onetrust digital customer experience vision & strategy in partnership with CX, Product and Marketing leaders 
• Own and drive execution of our roadmap: Define and drive a prioritized digital customer experience transformation roadmap to realize the strategy in partnership with customer impacting teams (PS/CS/Support/Product Mngrs/Tech writers/Mkting/Partners/Sales + IT)  
• Drive project management activities including solution design proposal, budget development, value case assessment, process documentation, and developing project-related communications and plans for enterprise/strategic customer-facing professional service projects   
• Measurement + Reporting: Define, track and report on metrics that matter around the digital customer experience in partnership with CX, Product and reporting teams 
• Partner with Product Platform and IT teams to develop and improve our digital customer experience platform and connected technologies  
• Process Improvement: Continuously innovate and enhance the customer experience and our internal processes by staying up to date with program management approaches, digital technologies and tools (i.e.; PMP, FPX, Agile, Lean, Six Sigma, CBT, etc.)  
• Stakeholder Engagement: Ensure key stakeholders are engaged, communicated with regularly to be kept informed and risks / blockers to successful delivery are flagged and mitigated 
• Leadership: Provide guidance and feedback to other members of the digital customer experience team, supporting their professional growth 

You Are 

• You are a hard working and determined individual used to working in a fast-paced and dynamic environment.
• You’re an independent worker who is able to problem-solved and process information quickly.
• You are able to problem solve; gather client requirements and find a system-based solution that will address them and communicate with stakeholders, translate complex technical concepts into easy-to-understand terms with consultative approach. 

Your Experience Includes 

• Bachelor’s degree i