Digital Rollout & Panning Leader, Program Mgmt., Customer Service Care & Salesforce

1395 days ago

Location
Conshohocken, PA, United States
Role
Project Manager
Contract
Permanent
Salary
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WHY WE WILL LOVE YOU

You’re inspired to create magical, digital experiences. You understand greatness requires thinking differently. An inclusive and accepting work environment is important to you. The scale of IKEA’s digital transformation will be one of your biggest challenges. Inspired to be a part of this journey? Join our team of innovators and explorers who don’t know the word ‘impossible.’

WHAT YOU'LL BE DOING DAY TO DAY

You are an experienced Program Manager leading and helping teams deliver their digital plans to fruition. You are fully familiar with the Agile development cycle and have a full bag of Atliasan tricks including JIRA, Confluence and AHA treats. As our Digital Rollout and Planning Lead you will be the cornerstone between our Customer Service Care team, Salesforce and all the thousands of IKEA customers across the US that love our products. By working with our Customer team and Salesforce, you will be spearheading new customer support products to ensure IKEA fully understands our customers and we are able to provide customized solutions to our clients. You will be the main point contact with our internal stakeholders and our Salesforce partners, providing both general program overviews as well as detailed project details across IKEA. Day-to-Day Responsibilities:

Create and maintain a digital deployment roadmap plan in right format and with the right timing.
Identify and incorporate deployment dependencies from customers and/or business partners into the Market roadmap plan (freeze period, resource need etc.).
Follow-up with Product teams on changes required in work packages based on gap assessment and market feedback in order to secure those markets are ready to launch the product within agreed deadline.
Ensure that product teams create standard work packages in line with our standard deployment toolkit.
Contribute to the Digital Deployment Leader’s work of ensuring that the change work package components are updated and ready to execute for each product launch.
Orchestrate across relevant Product Teams to resolve major incidents in flow, keep track of status and progress and communicate the progress to affected stakeholders.
Managing stakeholders across teams and functions to reach agreement on conflicting priorities, and thereby driving common prioritization for high availability and performance of all the flows. Qualifications:
Minimum of 5 years of experience in managing and delivering complex change processes/products.
Experienced in the launching of digital products across multiple markets and across multi-functional teams.
Proven expertise managing Salesforce integration, including Salesforce Cloud, Ignite, etc.
Knowledge of the technology landscape in eCommerce, digital channels and retail.
Preferred experience in areas of retail customer services in digital channels.

TOGETHER AS A TEAM

We’re the ones who make it possible for people to have a smarter life at home and a hassle-free and rewarding shopping experience. Together we work to find new digital solutions for every business need to help make IKEA a great and efficient place to work. We like to think of ourselves as innovative and modern, and we believe that nothing would actually work without us.