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Senior Program Manager, Customer Experience (CX)

Primary Location Santa Clara, California Additional Locations Canada, Waterloo Date posted 05/10/2019
Apply Now Job ID: JR0014253

Job Tite: Senior Program Manager, Customer Experience (CX)

Location: Santa Clara, CA, USA or Waterloo, ON

Role Overview

Do you want to shape and influence the strategic initiatives that keep humanity safe from cyber threats for millions of consumers around the globe every single day?  At McAfee, we’re changing the way we deliver products to our consumers and partners by putting customer experience (CX) at the forefront of everything we do.  As a Senior Program Manager, you will play a critical role in this transformation by enabling teams to focus on creating experiences that delight and inspire consumers worldwide.

About McAfee

At McAfee, we strive to enable a world where cybersecurity is so consistent, reliable and effective that it becomes a trusted foundation in our lives – like clean air and water.  We believe that no one person, product, or organization can fight cybercrime alone. It’s why we rebuilt McAfee around the idea of working together. People working together. Products working together. Organizations and industries working together. Our goal is to spread this collaborative attitude to our customers, partners, even competitors. All uniting to overcome the greatest challenge of the digital age – cybercrime - and making the connected world more secure.

About the Role

  • Serve as the “right hand” to the Director of Customer Experience (CX) – orchestrating CX, Design and Research teams across multiple time zones to deliver experiences that protect and delight millions of consumers worldwide
  • Collaborate with product managers, engineers, and other program managers to drive scope, requirements, prioritization, resourcing, and workflow management
  • Provide weekly team updates on design program status, roadmap changes, resource utilization, and overall team performance to improve team efficiency and impact
  • Participate in quarterly and annual planning sessions to help deliver well-defined roadmaps for greater transparency across the teams
  • Anticipate and identify interdependencies, competing priorities and potential risks across multiple product and engineering teams with proposed solutions to remove roadblocks
  • Forecast future headcount and manage budgets to efficiently and effectively scale the CX, Design and Research teams by balancing product backlogs with new roadmap initiatives
  • Measure the impact of programs both quantitatively and qualitatively
  • Evangelize team achievements to the broader consumer organization
  • Help individuals connect their work back to McAfee’s mission, vision, and values to build a stronger team culture while empowering individuals to do the best work of their lives

About You 

  • A natural leader and empathetic connector who thrives on building impactful relationships across complex organizations
  • 5+ years of program management, product consulting, product management, or project management experience with design teams or similar
  • Superior time management, resource management, prioritization, and problem-solving skills
  • Proven track record of leading and influencing multi-disciplinary teams to deliver high-quality work
  • Clear written, verbal and visual communication with evident skills in negotiation and conflict resolution
  • Hands on experience working in a scrum environment with technology teams
  • Proficiency in project collaboration and management tools (JIRA, Slack, Asana, MS Excel etc.)
  • Highly proactive, willing to take ownership, requires limited oversight
  • Knowledge of the design process and coordinating creative output a strong plus
  • BA/BS degree or equivalent practical experience
  • Ability to travel up to 15%

Company Benefits

Our corporate culture and values are central to McAfee’s philosophy. Every day we embrace a more diverse workforce and inclusive environment. We are encouraged to bring our true selves to work. Our wide range of social communities & programs, flexible work hours and family-friendly benefits, all allow our employees to feel valued as people while enjoying positive and challenging work. Check out more: Careers & Life at McAfee.   

Perks include:

  • Pension / Retirement Programs
  • Medical, Dental and Vision Coverage Programs
  • Support for Community Involvement and Programs

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McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.


Shift 1 (United States of America)

Primary Location:

US, California, Santa Clara

Posting Statement:

McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

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