.We're building a more trustworthy Internet. Come join us.Program Manager - Customer Experience Fastly's goal of building the best set of tools for people who scale the internet is rooted in great support. It's a core value, and something that crafts our culture. Fastly is looking for a passionate Spanish speaking Program Manager to develop and coordinate programs for the Client Services organization. You should be a master at operational planning, facilitation, coordination and communication; also possess the technical curiosity and experience vital to understand Fastly's product from end to end. You'll be working with our marketing, engineering, sales, and client service support teams on behalf of our customer base, so a real passion for customer advocacy is critical.What You'll Do Develop and implement project plans for the Sales & Client Service organizations that include customer journey initiatives, onboarding cycles, and support activities.Lead Client Services Operational Readiness Activities including providing direction for training content & delivery, pre and post launch communications, and retrospective analysis.Develop processes, policies, packaging, and staffing forecasts that align with product launch plans.Identify and escalate risks, issues, and problems as appropriate, proposing mitigation plans to overcome obstacles.Construct clear and concise operational launch plans to align with product roadmap.Work closely with cross-functional teams as primary Client Services point of contact for communications between product marketing, engineers, support, and customers to ensure quality support of new products.Build and maintain relationships across organizations, with teams, and individuals.What We're Looking For 4+ years direct program or project management experience.Strong meeting facilitation and presentation skills.Reliable with proven ability to work under pressure to meet deadlines.Ability to clearly communicate across levels of the organization and departments in writing, orally and interpersonally.Demonstrated ability to lead team initiatives by influence.Attention to detail and results oriented.Effective problem solving and analytical skills.Demonstrated ability to multi-task and manage priorities, including multiple projects.Work well with others to support shared goals.Willingness to learn.Open minded and positive attitude.BA/BS in Computer Science, Engineering, Product Design, Business or a related field preferred.Fluency in English and Spanish.We welcome Remote working for this position from anywhere in Spain.Why Fastly? We have a huge impact. Fastly is a small company with a big reach. Not only do our customers have a tremendous user base, but we also support a growing number of open source projects and initiatives. Outside of code, employees are encouraged to share causes close to their heart with others so we can help lend a supportive hand.We love distributed teams
