POSITION SUMMARY: 
As we move into the new phase of Roxo, help us design key elements of customer testing and customer service solutions. Be a part of new technology in delivery.

The Sr. Program Manager, Bot researches, plans, leads, develops, and implements programs related to bot development and operations, testing, regulatory affairs, and various process development and improvement initiatives.  This role provides day-to-day tactical support as well as overall program development, thought leadership, strategy, and oversight. The Sr. Program Manager provides direction and interacts with vendors, customers, and various business partners including but not limited to Technology, Marketing, Communications, Government Affairs, Legal, and team members from other FedEx operating companies.  

GENERAL DUTIES AND RESPONSIBILITIES:
(This is a representative list of the general duties the position may be asked to perform, and is not intended to be all-inclusive)

• Manage program development and implementation, including budget planning and preparation, business requirements, process documentation, proposing solutions and measurement metrics
• Lead program management office activities including dashboard and multi-year roadmap development, collaborating with peers and vendors to track and report on progress to ensure business goal attainment as appropriate
• Manage tools to document and track program and project activities, promoting consistency and common direction across supporting workstreams
• Partner with cross-functional and cross-operating company teams to update and monitor multi-year business plan
• Define project scope, goals and deliverables that support business goals in collaboration with cross-functional and cross-operating company teams
• Facilitate cross-functional and vendor work sessions to define, document and present requirements for bot-related processes and systems – including system diagrams, related hardware and/or software specifications, current and future state of process flows, use cases and test cases
• Develop working plans and associated communication documents in collaboration with cross-functional and cross operating company teams in support of overall program objectives
• Conduct root cause analysis and use supporting data to identify gaps, risks, and opportunities to drive process improvements, alignment, and implement changes 
• Manage quality data and metrics collection, reporting and related activities; Conduct root cause analysis and use supporting data to identify gaps, risks, and opportunities to drive process improvements, alignment, and implement changes
• Develop and implement reporting tools to drive strong data-based decision-making and share relevant insight with program leadership to drive relevant business decisions
• Prepare program updates and status to various stakeholders including Executive Management using relevant data as appropriate
• Communicate with executive management and bot program teams on project status, risks, opportunities, etc. 
• Develop and implement processes and solutions that significantly improve the internal control environment
• Conduct department self-audit activities and report on as required
• Plan and engage various partners when necessary Technology, Communications, Legal, Government Affairs, Sourcing, HR, Asset Management, Marketing 
• Interact with and direct third-party vendors
• Develop and document business requirements, including possible system applications
• All other duties as needed or required

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

• Bachelor’s Degree or equivalent experience
• 7+ years’ experience in Program Management and/or complex strategic initiative execution with cross-functional teams
• Excellent presentation skills to effectively communicate to technical and non-technical audiences alike
• Experience working within an agile working environment and/or project team preferred
• Experience with project management software and/or PowerBI preferred
• Extensive cross-functional and coordination skills across internal and external stakeholder groups to ensure collaboration and visibility between departmental lines
• Experience with Microsoft Office, including Word, Excel, and PowerPoint 
• Experience with Microsoft Project and Business Objects preferred
• Experience with budget/cost development and management preferred 
• Strong process orientation necessary to understand project impact on existing and emerging operational processes
• Periodic travel may be required
• Strong process orientation necessary to understand project impact on existing and emerging operational processes
• For new hires, must meet all FedEx Office employment qualifications in force at time of hiring
• For current FedEx Office team members, must meet hiring criteria for the position and transfer requirements as outlined in the Team Member Handbook

ESSENTIAL FUNCTIONS:

• Ability to travel as required in order to meet with customers, vendors, other team members, and/or other business necessities
• Ability, on a consistent basis, to maintain attention and concentration for extended periods of time
• Ability, on a consistent basis, to read and interpret documents and instructions from customers, vendors, and other team members
• Ability, on a consistent basis, to communicate effectively with customers, vendors, and other team members
• Ability, on a consistent basis, to perform work activities requiring cooperation and instruction
• Ability, on a consistent basis, to function in a fast-paced environment, under substantial pressure
• Ability, on a consistent basis, to work within the appropriate level of independence
• Ability, on a consistent basis, to report regularly to work and maintain established business hours in order to support the FedEx Office business; regular attendance and/or reporting could include regular attendance at a physical location and/or maintaining established business hours depending on the scope and nature of the position

Quality Driven Management strives to deliver market-leading customer experience, business excellence, and financial return through a Quality-oriented culture and day-to-day application of Quality science.

• Suggests areas for improvement in internal processes along with possible solutions.
• Works with management to reduce company costs/wastes, and to optimize profitability in areas of responsibility.
• Applies Quality concepts presented at training during daily activities.
• Supports FedEx Office Quality initiatives.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. All offers of employment made by FedEx Office are contingent upon the successful completion of a background investigation and a pre-employment drug screen (which must be completed within 2 business days of any conditional offer of employment). The existence of a criminal record is not an automatic or absolute bar to employment and a candidate’s criminal record will be considered individually based on factors such as the relationship between the job sought and the criminal offense, the timing of the offense, the nature of the offense, and any other relevant information. FedEx Office will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the San Francisco Fair Chance Ordinance and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. America’s Military Veterans and individuals with disabilities are strongly encouraged to apply. If you have a disability and you need assistance in order to apply for a position with FedEx Office, please email us at [email protected].