Operations Program Manager, Wrike Professional

hace 2 semanas

San Francisco, Costa Rica Citrix A tiempo completo

Citrix builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere. By joining our award-winning workplace, you’ll be included in the globally diverse, collaborative team that values work-life balance. Come see why Fortune named us one of the 100 Best Companies to Work For®. Let’s innovate and grow together

**What we're looking for**:
Our Citrix + Wrike Team is looking for an outstanding Operations Program Manager Sitting in our Customer Operations Team, you will report to the Manager of Services and Partner Operations. We are looking for people voraciously curious and driven to learn how things work

**Position Overview**:
As part or our Wrike team, your mission is to provide leaders with all of the reporting and planning tools that they need to run their business in real time and to maintain these tools with the most up to date reflection of reality at agreed cadences. To improve the accuracy of these tools you will develop a deep understanding of the systems and processes that drive data flow in Wrike.

In the process, you will seek to identify inefficiencies which directly impact reporting (in) accuracy and in partnership with CSO leaders strategy and execute on improvement initiatives. In parallel, you will act as the point of contact for and complete all day to day service dollar queries from CSO members and cross-functional teams for issues related to quoting, billing, invoicing, revenue etc. You will collaborate with these teams to resolve issues while also looking for ways to improve cross-functional practices.

**Primary Responsibilities**:

- Under Professional Services, Operations and Analytics leadership, you will support on building and maintaining a system of planning and reporting tools for PS, Partners, Partner Success and the wider CSO as needed.
- Investigate and document systems and process limitations which inhibit accurate reporting. Make recommendations for how to improve.
- Support system and process improvement initiatives which improve the ability to report accurately.
- Own reporting duties, dashboards and cadences as defined by PS & Operations leaders and produce timely and accurate information. Carry out ad-hoc analysis to aid decision making as requested.
- Track and coordinate vendor contract and PO renewals. Be contact for vendors in relation to invoicing issues.
- Supervise and reduce aged revenue by holding PS and Partner Leaders accountable for their deployments.
- Contribute with initiatives related to services dollars being credited appropriately to the right CSO teams in the P&L.
- Collaborate with Finance/Revenue teams on monetary issues, e.g. billing, invoicing, order/quoting inconsistencies etc.
- Maintain understanding of what the most impactful tasks and projects are at any one time and be laser focused on delivering results.
- Be ready to shift priorities & focus in an instant as emergency situations or changes in strategic direction are communicated.
- Participate in strategies and OKRs that align to Wrike's Customer Operations and Professional Services teams.
- Lead or support CSO OKRs as directed and carry out CSO wide initiatives, requests, analysis, planning, reporting as needed.

**Basic Qualifications**:

- 3+ years of experience building complex data models and reporting structures.
- 2+ years in a services environment and experience driving continuous improvement initiatives.
- Highly proficient in Excel, Google Sheets and experienced using business intelligence tools like Tableau, Power BI, etc.
- Bachelor's degree or equivalent experience.
- English professional proficiency with strong verbal and written communication skills.
- Experience writing business requirements for technical process changes and reporting/dashboard requirements for Analytics and Data Engineering teams. Excellent understanding of database principles.
- Ability to handle multiple projects at a time to forge strong relationships across the team. Comfortable navigating ambiguous situations and anticipating project issues.
- Comfortable designing visual representation of processes using LucidChart or similar.

**Preferred qualifications**:

- Desire to work in a fast-paced environment that requires independent time management and task prioritization.
- Salesforce or other CRM system knowledge.
- SaaS business knowledge.
- A dedicated approach to problem solving and a positive can-do attitude.
- You are able to prioritize effectively so that the most impactful tasks and projects are being completed at the right time.
- You possess excellent stakeholder leadership skills and strive to keep everyone in sync at all times.
- You are confident and comfortable speaking up to voice your opinion.
- You value strong personal and professional relationships and can demonstrate this.
- Ability to clearly document and catalogue learnings for future use.
- Prior experience using Wrike.

**Functional Area**:
Project Mgmt (Client Service

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