People Matter

Global Support TPM

Volterra

Volterra

Customer Service
Guadalajara, Jalisco, Mexico
Posted on Friday, March 15, 2024

At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation.

Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.

The Digital Services team operates with the guiding principles of trust and abundance. We are a team of empaths working in a global team respecting differences in culture, ability, experience, and ways of working. We know that to learn and grow, we must share the good with the bad. We value the collective experience and impart this as we work with other teams. Feedback is our middle name, especially as it relates to the outcomes we are driving to. This is how we measure our impact and help others do the same.

You will perform at the highest degree for our customers by ensuring that the Knowledge-Centered Service initiative is followed and continually improved upon. This opportunity has a global reach and provides the chance to collaborate with peers of technical knowledge experts as well as influence other teams on building a knowledge sharing culture. You will work collaboratively with Global Services, Product Management, Product Engineering, and Technology Services teams to ensure the value of digital services is represented and understood to ensure continual teamwork and program improvements.

**This opportunity is located at our Guadalajara, Mexico HQ!

As a Technical Program Manager focused on Support Training and Enablement, you will be responsible for overseeing the development and implementation of technical training programs for our support staff. You will work closely with technical support teams, product managers, and customer support leaders to ensure that our support team is well-prepared to handle customer inquiries and issues with a high level of expertise and efficiency.

How will you operate?

  • Develop and manage comprehensive training programs for technical support teams, focusing on product knowledge, troubleshooting techniques, and customer service skills.

  • Collaborate with product and engineering teams to stay updated on product changes and updates, ensuring that training materials are current and relevant.

  • Lead cross-functional projects to improve support processes, tools, and documentation, enhancing the overall customer support experience.

  • Measure and report on the effectiveness of training programs, using feedback and performance data to make continuous improvements.

  • Facilitate knowledge sharing and best practices among support teams to foster a culture of continuous learning and improvement.

  • Manage resources and timelines for training and enablement projects, ensuring that objectives are met within budget and on schedule.

  • Support the onboarding of new support team members, ensuring they receive comprehensive training to perform their roles effectively.

  • Communicate with executives to keep the projects/program aligned with their goals

  • Define Milestones and own/drive program/project execution.

  • Create long- and short-term plans, including setting targets for milestones and adhering to deadlines Monitor and control projects according to established planning and standards documents

  • Identify and plan for project risks, issues, and constraints

  • Build work breakdown structure, schedule, and all other project planning documents in accordance with standard practices for project and program management

  • Schedule and facilitate project meetings - Adjusting schedules and targets as the project/scope change

  • Conduct weekly meetings with various stakeholders and report regular project progress

How do you qualify?

  • Hold a Bachelor's degree or equivalent combination of training and experience

  • 8+ years of experience in a technical program management role, with a strong emphasis on training and enablement.

  • Proven track record of developing and implementing successful technical training programs.

  • Excellent project management skills, with the ability to lead cross-functional teams and manage multiple projects simultaneously.

  • Deep understanding of technical support processes and best practices.

Valuable and Impactful skills:

  • Strong communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.

  • Experience with Tableau, Azure DevOps (PM tools), Lucid charts and Smartsheet preferred.

  • Proficiency with project management/scheduling tools, MS Project or others is a plus.

  • PMP certification or Agile certification preferred Experience with learning management systems (LMS) and training content development tools is a plus.

  • Basic understanding of F5 products

  • Seasoned experienced professional with full understanding of project management methodologies.

  • Strong leadership, organizational, analytical, and execution skills

  • Strong ability to manage a variety of business, technical, and vendor resources

  • Strong demonstration of initiative and ability to advance projects while managing multiple initiatives

  • Solid interpersonal skills and collaborative work style Utilizes project standards and contributes expertise ongoing refresh and development of methodologies, tools, and templates.

  • Facilitates solutions to problems of moderate complexity

  • Familiar with a wide range of Global Services business areas preferred

  • Experience working with global teams

  • Experience managing projects in Waterfall and Agile methodologies

  • Communicate effectively, clearly, and regularly about project deliverables, milestones, changes, and expectations

  • Serve as a lead point of contact for teams when multiple units are assigned to the same project to ensure team actions remain in synergy

  • Program/Project completion reporting - Analytics

  • Assist managers in resource planning

  • Identify and influence areas for process improvement

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

  • Duties are performed in a normal office environment while sitting at a desk or computer table.

  • Duties require the ability to utilize a computer, communicate over the telephone, and read printed material.

  • May Require limited Travel.

#LI-DC1

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Workday (ending with f5.com or @myworkday.com).

Equal Employment Opportunity

It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting accommodations@f5.com.