Program Specialist IV - Global Fix Experience

Program Specialist IV - Global Fix Experience Department: Community Operations Team: Support Operations Location: Phoenix, United States Type: Full-Time **About the Role** Fix Experience is a global team that takes full ownership of production Bug and Outages and drives them all the way to resolution in real-time. The team serves two key functions while bridging the gap between our support and engineering organizations. 1) We triage agent reports of possible bugs and outages to identify system issues by deeper investigations, reproducing the issue, and escalating them to the appropriate team to drive resolution in a timely manner. 2) We also handle incident response protocols during outages to ensure that key partners are updated as well as we provide the support needed to connect the dots. **What You’ll Do** - Support Product Managers and Program Managers on large cross-functional, high visibility or global projects with minimal guidance (in partnership with Eng, Product, and other CommOps teams) eg: Transformation - Independently execute Fix Experience projects and ensure project deliverables are consistently on-schedule and meet project objectives - Estimate work efforts, design project plans, define milestones and manage resources accordingly, while driving adherence and compliance with deadlines on deliverables as assigned to projects; - Identify and escalate operational weaknesses and help improve or innovate new processes to increase overall efficiency across the organization; - Help ideate and work through end to end programs right through ideation, execution and closure of priority programs for the program - Track progress, understand dependencies, communicate status to upper management and project stakeholders, and facilitate and coordinate schedules for meeting either locally or across sites - Design, build, implement, and maintain effective knowledge base for queues: build comprehensive troubleshooting guides; learning/training plan; other SME resources - Refine current work process by helping build, design, and implement the Tier3/ Tier4 process segmentation - Ability to convert ambiguous business pr