Principal Program Management

Principal Program Management - Contact Centers

Healthcare is undergoing tremendous change and transition, and Kaiser Permanente (KP) is set to meet these challenges. Within KP, Information Technology is moving to a model that brings our focus and methods closer to those of our business partners and common systems across the enterprise. KP's Contact Center Strategy (CCS) is defining the future state for its major member facing contact centers. KP's CCS establishes and deploys standard technology platforms across contact centers, allowing seamless call routing based on unique member needs, greater efficiency in handling peak call volume, and better preparation for disaster recovery. The execution of KP's CCS will not only help KP better serve its customers, it will also provide an improved work environment in its contact centers through the development of common processes and industry standard capabilities. The Contact Center Strategy Center of Excellence (CCS CoE) within the Health Plan Business Information Offices of Kaiser Permanente's Information Technology division (KPIT) is seeking an exceptional Principle Program Manager to lead multiple tracks within the CCS Mega Program. This role will lead the delivery of large, complex, multi-year technology projects from design through deployment of telephony infrastructure and associated systems, and Customer Relationship Management (CRM)/Business Process Management (BPM) applications. The Principle Program Manager will lead teams comprised of his/her internal staff of project managers, solution consultants, subject matter experts, other KPIT supplier groups and external vendors to provide enterprise contact center telephony infrastructure services such as intelligent routing, the virtualization of multiple call centers (load balancing), multi-channel access, computer telephony integration, comprehensive reporting and analytics, telephonic (IVR) and web self-service, quality assurance, workforce management and common/intelligent desktop applications. This position reports to Contact Center Strategy's Director of Delivery. A minimum of 30% travel is required. Job Responsibilities: Devise and implement standard program/project methodology, tools, and processes to drive successful delivery of the CCS program Establish appropriate Systems Development Life Cycle (SDLC) methodology including definition of program phases, associated deliverables, etc. to ensure successful implementation of this program Develop program plans/schedules, delivery scope, budget and resource plans Work with each of the program managers, vendors, internal teams, and management to ensure overall program is progressing as scheduled keeping approved scope, timeline and budget intact Track and mitigate issues/risks impacting deliverables. Develop and track program/project performance metrics and budgets, effectively communicate status, recommend actions and determine priorities with the Business and IT Leadership Manage executive level communication for program sponsors and leadership covering status, escalations, key change management affecting scope, budget and timeline, etc. Qualifications: Basic/Minimum Qualifications Bachelor's degree or 4 years of equivalent experience. 10 years of program/project management and 5 years experience directing the full spectrum of IT development and implementation of highly complex, large scale ($5M+), multi-location, multi-year corporate IT initiatives Experience and a thorough understanding of complex Contact Center Infrastructure, technologies, associated applications and practices Experience in the Healthcare environment covering Health Plan and Care Delivery portion of the business Ability to successfully navigate through large and complex organization Strong stake-holder management including program managers, vendor delivery executives, KP business and IT leadership teams Strong customer focus with a demonstrated ability to work seamlessly with geographically dispersed business sponsors and technologists Experienced in incorporating organizational change management (communications, training, change adoption) concepts to lead the team for a successful program delivery Experience in managing System Integrators through fix bid consulting agreements Experience in managing multi disciplined, large teams with project and support responsibilities Preferred Qualifications MBA or MA in Information Systems Management preferred PMP Certification preferred