Direct and coordinate the work of the Consultant-level program managers aligned to product, voice/phone, web and portal, ensuring their roadmaps ladder up to a single cross-channel strategy.
Define the enterprise measurement framework for self-serve performance and hold channel teams accountable for utilization and containment targets.
Partner with Digital Support and CSG leadership, for global strategic oversight of self-serve investments and outcomes.
Build and present executive-ready strategy, roadmap and business-case materials to senior leadership and cross-functional stakeholders.
Influence and align senior stakeholders and engineering leaders across the organization, driving progress without direct authority over their resources.
Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:
Essential Requirements
15+ years of experience in program management, product strategy or digital customer support, including experience directing the work of other program managers, or equivalent experience.
Demonstrated experience setting up annual operating plans and driving multi-year modernization strategies for a large digital or self-serve organization.
Strong track record shaping strategy across conversational/voice AI, embedded product support, web self-serve and B2B portal/API experiences.
Executive-level stakeholder management and communication skills, with a track record of influencing senior leadership and directing cross-functional teams without direct authority.
Deep experience with portfolio tools, BI and enterprise measurement frameworks.
Experience operating across large, matrixed, global organizations.
Desirable Requirements
Bachelor’s degree; advanced degree a plus.
Familiarity with server and storage product and support environments.
Experience with intent modeling, NLU, agentic AI systems or B2B services APIs.
Compensation
Dell is committed to fair and equitable compensation practices. The salary range for this position is $ 166,000 - $228,000
Benefits and Perks of working at Dell Technologies
Your life. Your health. Supported by your benefits. You can explore the overall benefits experience that awaits you as a Dell Technologies team member - right now at MyWellatDell.com
