Strength in Trust 

OneTrust is the trust intelligence cloud platform organizations use to transform trust from an abstract concept into a measurable competitive advantage. Organizations globally use OneTrust to enable the responsible use of data while protecting the privacy rights of individuals, implement and report on their cyber security program, make their social impact goals a reality, and create a speak up culture of trust. Over 14,000 customers use OneTrust's technology, including half of the Global 2,000. OneTrust currently ranks #24 on the Forbes Cloud 100 list of top private cloud companies in the world and employs over 2,000 people in regions across North America, South America, Asia, Europe, and Australia.

The Challenge 

We are seeking a passionate Program Manager for Digital Customer Experience to transform our digital interactions, enhancing both customer satisfaction and OneTrust value. In this role, you will collaborate with Product, Customer Experience, and Marketing teams to define and implement our digital strategy. Your mission will be to outline our future state and drive the transformation program to achieve these goals. 

Your Mission 

You will drive digital customer experience transformation across OneTrust and be responsible for key project factors like resources, scope, timeline, deliverables, budget, reporting, and customer satisfaction. You will coordinate across organizations including Sales, Product Management, Customer Success, Professional Services and Support throughout the project lifecycle. As a Principal Program Manager, you will: 

• Deliver accurate reporting of project status, covering key milestones, resource capacity, and financial health Perform project risk assessments, develop contingency plans, and recommend mitigations, as needed
• Look for process improvement opportunities including project delivery, reporting, communications and leveraging lessons learned
• Provide project management leadership and expertise, and support initiatives to develop a comprehensive and sustainable portfolio and project management strategy and set of practices
• Possess command of project management/continuous improvement methodologies (i.e.; PMP, FPX, Agile, Lean, Six Sigma, CBT, etc.)
• Embrace and lead a culture of inclusiveness and multi-cultural engagement through coaching and feedback to peers and the broader community 
• Co-ordinate Customer Experience Digital Strategy: Translate thought leadership, customer needs and business requirements into a cross onetrust digital customer experience vision & strategy in partnership with CX, Product and Marketing leaders 
• Own and drive execution of our roadmap: Define and drive a prioritized digital customer experience transformation roadmap to realize the strategy in partnership with customer impacting teams (PS/CS/Support/Product Mngrs/Tech writers/Mkting/Partners/Sales + IT)  
• Drive project management activities including solution design proposal, budget development, value case assessment, process documentation, and developing project-related communications and plans for enterprise/strategic customer-facing professional service projects   
• Measurement + Reporting: Define, track and report on metrics that matter around the digital customer experience in partnership with CX, Product and reporting teams 
• Partner with Product Platform and IT teams to develop and improve our digital customer experience platform and connected technologies  
• Process Improvement: Continuously innovate and enhance the customer experience and our internal processes by staying up to date with program management approaches, digital technologies and tools (i.e.; PMP, FPX, Agile, Lean, Six Sigma, CBT, etc.)  
• Stakeholder Engagement:Ensure key stakeholders are engaged, communicated with regularly to be kept informed and risks / blockers to successful delivery are flagged and mitigated 
• Leadership:Provide guidance and feedback to other members of the digital customer experience team, supporting their professional growth 

You Are 

• You are a hard working and determined individual used to working in a fast-paced and dynamic environment.
• You’re an independent worker who is able to problem-solved and process information quickly.
• You are able to problem solve; gather client requirements and find a system-based solution that will address them and communicate with stakeholders, translate complex technical concepts into easy-to-understand terms with consultative approach. 

Your Experience Includes 

• Bachelor’s degree in computer science, engineering, business or other related field
• 8+ years’ experience working in a client/customer facing Professional Services, Customer Success or Support role
• 7-10+ years’ experience performing in a Project Manager role 
• Strong attention to detail while maintaining sight of the big picture
• Exceptional communication (verbal and written) and presentation skills with a passion for technology
• Strong leadership and project management skills
• Creative problem-solving skills focused on solutions and removing obstacles 

For California, Colorado, Connecticut, Nevada, New York, Rhode Island, and Washington-based candidates: the annual base pay range for this role is listed below. Within this range, individual pay is determined by several factors, including location, job-related skills, work experience, and relevant education and/or training. This role may also be eligible for discretionary bonuses, equity, and/or commissions, as well as benefits.

Salary Range$108,750—$163,125 USDWhere we Work

OneTrust embraces a hybrid working model. Our Working@ OneTrust initiative is our way of clarifying where we hire, how we work together, and where we’re located in that hybrid model.  

The underlying “why” for Working@ is that we are intentional about the culture that we want to create together. That includes bringing teams together, in-person, throughout the year to collaborate, build connections, learn from each other, and celebrate our wins toFinish Stronger.  

We are committed to a flexible approach informed by a set of guiding principles. You’ll see that reflected in our worker designations: “Office-flex” and “Location-flex”.

• Office-flex: Like a traditional hybrid model, OneTrust “Office-flex” employees may be asked to work in an office periodically if they are within a commutable distance to a OneTrust office. This includes coming into the office for our Company Kickoff, Company All Hands, and other larger company events. Beyond that, we give our leaders and teams the flexibility to set additional guidelines based on the nature of your role.  
• Location-flex: Similar to other companies’ remote policies, for OneTrust “Location-flex" roles, you will primarily work from your home office location. However, you may be required to travel to our OneTrust offices or customer sites periodically based on the nature of your role.

Each role may have specific requirements, so we encourage you to verify the location of the role with your recruiter during your first interview.

Benefits

As an employee at OneTrust, you will be part of the OneTeam. That means you’ll receive support physically, mentally, and emotionally so that you can do your best work both in and out of the office. This includes comprehensive healthcare coverage, flexible PTO, equity stock options, annual performance bonus opportunities, retirement account support, 14+ weeks of paid parental leave, career development opportunities, company-paid privacy certification exam fees, and much more. Specific benefits differ by country. For more information, talk to your recruiter or visit onetrust.com/careers.

Resources  

Check out the following to learn more about OneTrust and its people: 

• OneTrust Careers on YouTube
• @LifeatOneTrust on Instagram

Your Data

You have the right to have your personal data updated or removed. You also have the right to have a copy of the information OneTrust holds about you. Further details about these rights are available on the website in our Privacy Overview. You can change your mind at any time and have your personal data removed from our database. In order to do this you must contact us and let us know you wish to be removed. The request should be made on the Data Subject Request Form.

Our Commitment to You 

When you join OneTrust you are stepping onto a launching pad — the countdown has begun. The destination? A career without boundaries working alongside a diverse and inclusive crew who is passionate about doing meaningful work. As a pioneer, your voice and expertise will help chart the direction of an entirely new industry — Trust. Our commitment to putting people first starts with you. Your growth is part of the mission. Our goal is to give you the power to embark on the next phase of your uniquely, unique career 

OneTrust provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by local laws.