Senior Program Manager

The opportunity

At Unity, we are driving the wholesale adoption of Real-Time 3D (RT3D) across many different businesses and industries. We strive to help companies accelerate through their digital transformation programs and create the foundations for Web 3.0. Key to our success is delivering exceptional customer experiences and driving meaningful interactions with our clients. As part of our commitment to excellence, we are seeking an experienced Senior Program Manager to oversee the planning, execution, and delivery of key projects within our Customer Success organization.

In this role, you will be responsible for leading Customer Success Everywhere (CSE) Projects that impact several CSE teams. This will include aligning program goals with organizational objectives and coordinating cross-functional teams, project timelines, resources, and deliverables to ensure successful project completion within the scope and timeline. This role reports to the Success Optimization Senior Manager in the Product, Optimization, Enablement, and Training Organization within Customer Success Everywhere.

What you'll be doing

• Lead other CSE Projects with an impact on several Customer Success teams. Redesign and unify the CSE processes with a holistic approach, such as CSAT processes for the different services, health score definition, and implementation, or a full customer 360 view consolidating information from different tools.
• Develop and implement project plans, including timelines, milestones, and deliverables. Develop and execute program strategies, including defining program scope, objectives, and success criteria.
• Coordinate cross-functional teams and stakeholders to ensure alignment with program goals and objectives. Monitor project progress and track key metrics to ensure adherence to project scope and timeline. Identify and mitigate project risks and issues in a proactive manner.
• Communicate regularly with stakeholders to provide project updates and ensure alignment with project goals and objectives.
• Prepare and present project status reports and presentations to senior management and stakeholders.

What we're looking for

• Proven experience in project management. A minimum of 5 years experience. Solid understanding of project management methodologies. Proficiency in project management tools and software.
• Robust technical acumen, which is essential for effective Program Management.
• Strong understanding of customer success processes, methodologies, and metrics.
• Excellent leadership, analytical, and problem-solving skills.
• Ability to work independently and collaboratively in a fast-paced environment.

You might also have

• Strong interpersonal and communication skills
• Experience with a Customer Service organization
• Project Management Professional (PMP) or Program Management Professional (PgMP) Certification are a plus

Additional information

• Relocation support is not available for this position.
• International relocation support is not available for this position.
• Work visa/immigration sponsorship is not available for this position.