Program Manager

Calabrio is an innovative, fast-paced, growing software company that delivers integrated workforce optimization software for today’s multi-channel contact centers. We are in an exciting growing phase and now is an excellent time to join and help us develop even further as a company.

At Calabrio, Product Operations is a new organization that supports over twenty software development teams across the US, Sweden, Canada, and India. Our mission is to optimize the intersection of Product and Engineering by curating data, enabling insights, and codifying ways of working. We establish processes that make data insights available to empower decision making in Product and Engineering, enable Agile practices to grow and mature in a healthy way across development teams, and provide technical program management to ensure delivery of key initiatives and cross-departmental projects.

As a member of the Product Operations team, the Program Manager will ensure the success of cross-functional programs, while also devoting a percent of your time to Coach Agile teams. This role will work with Product and Engineering along with other stakeholders like Product Marketing, Sales, GTM, and Support and report directly to the VP of Product Operations.

What You'll Be Doing:

• Manage cross-functional technical programs, recommend updates to methodologies, operations, and process documentation.
• Develop and maintain program progress reports for the program team and for Executive Leadership.
• Generate program artifacts like conceptual/logical architectures, process flows, integration design documents, or risk assessment templates.
• Maintain communication regarding any updates or additions to process and/or documentation.
• In addition to program management, provide overall guidance for 1-3 scrum teams on Agile/Scrum best practices, leading agile ceremonies like backlog grooming, sprint planning, daily stand-ups, and retrospectives.
• Support Product Portfolio Planning (weekly, quarterly, and Annual Planning rhythms).
• Working with other Agile Coaches and Program Managers with Product Operations on new processes and strategies to improve how teams collaborate and deliver work.

Requirements

• 3-5+ years’ experience in one or both:

• as a technical Program Manager or Project Manager in product/software development environments operating under Agile methodologies

• as an Agile Coach, Sr Scrum Master, or similar Agile leadership roles

• Experience with program/product management tools like Azure DevOps, Jira, or Confluence
• Experience with facilitation tools like Miro or Lucid
• You have a strong interest in flow efficiency and optimizing processes
• A background in systems engineering or software product development is advantageous

Benefits

Calabrio People are: Open, Clear, Ambitious, Accountable, Collaborative, Consistent  

What we value most…workplace diversity and ensuring an environment of mutual respect.  We believe that diversity and inclusion are critical to our success, and we are proud to be an equal opportunity employer. Our commitment is to continue to keep our people healthy, focused, and inspire creativity.  Our team members are offered comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced work-life to achieve personal and professional success (all benefits are subject to eligibility requirements).  As an Innovator with Purpose, you’ll feel motivated and truly excited to come to work! 

​About Calabrio: 

Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions. The scalability of our cloud platform and our AI-driven analytics tools make it easy for contact centers to uncover customer sentiment and share compelling insights with other parts of the organization. Our solutions are built on an intuitive, web-based architecture that positions and accelerates the contact center as an epicenter for customer insight. 

Awards & Accolades:  

Calabrio has 300 Global Partners, more than 2.25 million agents, and over 7,000 customers worldwide. We’ve been doing this for more than two decades and have been recognized by leading independent third parties such as Gartner, Forrester, and G2 Crowd as a leader and visionary. ​ Thanks to the hard work and dedication of every Calabrio team member, we have been recognized by the Star Tribune Top Workplace for 8 years in a row, #27 on the 2022 Fast 50 list, named one of BC’s Top Employers for 2021 and recognized as a top 50 fast-growth company by Minneapolis/St Paul Business Journal.   

Calabrio celebrates and fosters a culture that thrives on diversity. We are an Equal Opportunity Employer that prohibits discrimination and harassment of any kind. We provide employees with a work environment free of discrimination and harassment. All employment decisions at Calabrio are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, parental status, or any other status protected by the laws or regulations in the locations where we operate. We celebrate the >40 nationalities of team members that contribute to our success.  

We recognize diversity comes in many forms, to foster an inclusive hiring experience any applicants who qualify under the Americans with Disabilities Act, as amended, or applicable state law, who are unable to comply with Calabrio’s application process due to their disability may be eligible for a reasonable accommodation. Request for accommodation in the application process can be made by emailing recruiting3@calabrio.com. An applicant requesting an accommodation may be required to provide support for the requested accommodation. Calabrio will only share information concerning an applicant’s requested accommodation with those individuals who have a specific need to know such information.