Manager, Demand Program Management (US or Canada)

As a Manager of Demand Program Management at NewRocket, you will be responsible for overseeing a group of core team members within our Managed Services Delivery. Your duties will include managing customer escalations, ensuring adherence to SLAs, maintaining production capacity, and enhancing our delivery model's effectiveness. You will also contribute to the financial management and resource planning, focusing on achieving high customer satisfaction scores and cultivating positive relationships with clients.

To excel as a Manager of Demand Program Management at NewRocket, candidates should have a bachelor’s degree in Business Management or a related field, alongside 8+ years of progressive experience in Platform Services or IT Consulting. You should also have at least 3 years of people management experience, with a strong understanding of ServiceNow and project methodologies. Key skills include strong communication, problem-solving abilities, and experience in coaching and mentoring team members.

This client-facing role holds a critical contribution to customer satisfaction at NewRocket. As the first point of contact for escalations, you will ensure that customer issues are handled promptly and effectively, adhering to SLAs. By fostering a high-performing team, driving continuous improvement, and implementing best practices, you will enhance the overall Managed Services Delivery model to ensure optimal performance and high satisfaction scores.

NewRocket prides itself on a vibrant work culture that values diversity and encourages creativity. As the Manager of Demand Program Management, you will be immersed in a collaborative environment that supports professional growth and innovation. The company champions a healthy work-life balance, ensuring that every crew member's voice is heard and valued, fostering a sense of belonging and collaboration.

At NewRocket, the Manager of Demand Program Management will find numerous opportunities for professional growth. You will receive tailored coaching and mentoring for your career advancement while also being part of a team that encourages learning and development. Additionally, participating in leadership meetings and strategy sessions will allow you to contribute to the company's broader goals and enhance your own strategic insight and leadership skills.

When discussing your management style, emphasize your commitment to coaching and mentoring, fostering an inclusive environment, and empowering your team to take ownership of their roles. Incorporate examples of how you've motivated team members and facilitated their professional development in your previous roles.

Highlight your approach to customer escalations by focusing on active listening, clear communication, and prompt resolution strategies. Provide a specific scenario where you successfully addressed a complex customer issue and the steps you took to achieve a satisfactory outcome.

Discuss your focus on building strong relationships with clients and your commitment to understanding their needs. Mention how you monitor performance metrics, ask for feedback, and implement necessary changes to ensure your team's delivery aligns with customer expectations.

Explain your method of resource forecasting, outlining how you analyze past performance data, assess the current workload, and predict future demands. Highlight the importance of communication with your team to align capabilities with client expectations.

Provide a detailed example of a process improvement initiative you led, including the challenges you faced, the steps you took to implement changes, and the measurable outcomes achieved. This will show your capability to lead change effectively.

Discuss the key metrics, such as contribution margins, SLA adherence, and customer satisfaction scores, and explain how you utilize them to assess your team's performance. Share how you adapt strategies based on these metrics to enhance service delivery.

Describe your commitment to quality by implementing checklists, regular audits, and feedback loops that encourage continuous improvement. Emphasize the importance of training and reinforcing quality protocols to maintain high standards across the team.

Outline your philosophy on coaching, mentioning how you tailor development opportunities based on individual team member's needs, provide timely feedback, and foster an environment of open communication where employees feel comfortable discussing their professional growth.

Explain your negotiation techniques, focusing on empathy, transparency, and a collaborative spirit. Share an example where you successfully navigated a challenging negotiation to maintain a positive relationship with a client.

Share your familiarity with ServiceNow, detailing any specific roles you’ve had and projects you’ve worked on involving the platform. Highlight any certifications or training that contribute to your expertise, and describe how your knowledge can enhance the team and improve service delivery.