Manager, Services Capability Programs
Plantronics, Inc
Information Technology
9d ago

As pioneers in audio and video technology, we at Plantronics and Polycom uniquely understand the power of human connection.

We’ve seen it drive innovation, solve problems, inspire action and power productivity. We are bringing together our portfolio of high-

quality, proven products and services to connect people to what matters most whether it’s their colleagues, customers, playlists or favorite games.

Together, our technology will keep that connection strong and fuel a future of collaboration and understanding, in spite of circumstances, distance or time zones.

The Manager, Services Capability Programs position is within Plantronics’ Global Services (PGS) Business Unit’s Service Operations group and will be a key contributor in developing and managing the Global Services systems roadmap and all underlying business processes.

The Manager, Services Capability Programs will be responsible in managing for all back-office support systems development projects in close collaboration with the corporate IT teams for maintenance and development of Polycom’s next-

generation support system capabilities.

The Manager, Services Capability Programs will lead and manage strategic, cross-functional programs that are essential to achieving Service Operations’ business goals like operational efficiency improvements and continued services growth.

The individual will need to work across all operating levels, spanning from business needs to requirements management and detail data analysis to developing test, training and roll-

out plans. The individual will work globally across Services, collaborating with the global Theater Operations, the three Lines of Business (LoBs), Service Logistics, Service Engineering, New Product Introduction (NPI) teams and corporate IT to develop and implement strategies, and manage key programs focused on enabling Polycom’s continued services growth, aligned to product and technology expansion.

Major Responsibilities

  • Understand current system portfolio and functional requirements and facilitate the design of next-generation technology solutions.
  • Represent Services in cross-functional systems / process programs.
  • Work with key business stakeholders to understand new business requirements and program needs.
  • Contribute to definition and maintenance of Support Systems Blueprint and maintain gap analysis.
  • Identify tools and standards in world class services organizations. Monitor trends in the industry and identify adjustments to the roadmap.
  • Communicate business decisions, plans, goals, priorities and strategies at all levels of the organization / corporation.
  • Research and leverage industry best practices in solution approaches, including architecture practices and data management.
  • Contribute to the development and evolution of data governance process for Services.

  • Develop required program and process documentation for select programs, including goals, tasks and KPIs.
  • Assess Lessons Learned from project / program results and use as a baseline for driving positive impact on future initiatives.
  • Qualifications

  • Bachelor of Arts or Science Degree in Computer Science or related field.
  • 8+ years’ experience directly managing and delivering high visibility, high value, complex systems and process improvement projects within business operations and / or Services related functions.
  • 2+ years of experience in a project or program management role..
  • CRM system experience is a must, preferably Siebel or SalesForce, Oracle eBusiness Suite R12 knowledge desired.
  • Excellent data analysis skills (MS Excel, MS Access, SQL, etc.).
  • Ability to rapidly establish command of the operating environment and identify key interdependencies and decisions required for program success.
  • Ability to work collaboratively and independently and ability to handle multiple tasks concurrently with competing deadlines.
  • Demonstrated experience managing diverse functions within a global service matrix organization.

  • Ability to work in large, complex and matrixed organization.
  • Excellent oral and written skills required for conducting presentations and negotiating with all levels of personnel.
  • Background with Polycom audio and video conferencing technologies a plus.
  • A very high level of self-sufficiency.
  • All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, gender identity, sexual orientation or on the basis of disability.

    To all recruitment agencies : Plantronics does not accept agency resumes. Please do not forward resumes to our jobs alias, Plantronics employees or any other company location.

    Plantronics is not responsible for any fees related to unsolicited resumes.

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