Program Manager - Customer Escalations & PMO, APAC - Fastly

Program Manager - Customer Escalations & PMO, APAC

About the Team

The Customer Escalation and PMO team at Fastly plays a vital role in the Customer Experience organization. We are committed to providing customers with a seamless and satisfying experience on our platform. Our team consists of skilled Program Management professionals, Escalation Engineers, and Escalation Management experts who excel in facilitating customer onboarding processes, resolving complex service issues, and providing timely maintenance notifications and post-incident advisories for any events that may impact customer services. We strive to deliver exceptional customer service and support for all activities.

The PositionAs a Program Manager on our team, your primary responsibility is to successfully onboard strategic customer accounts onto our platform. You will coordinate with Solution Architect and Engineering teams to assess customer requirements and their unique configuration needs, develop and maintain project plans, and ensure timely delivery of all requested integrations. Additionally, as a Program Manager in the Asia-Pacific region, you will oversee the www.fastlystatus.com webpage, providing timely notifications to customers regarding scheduled maintenance or service disruptions. 

You will advocate for customers, allocate resources effectively, and strive for an exceptional customer experience in all interactions. This is a hybrid position that will require the ideal candidate to learn and be responsible for both Program Management and Escalation Management best practices, selectively, and will report directly to the Director of Customer Escalations and PMO to ensure an optimal working environment.

What You'll Do:

• In this role, you will lead customer-facing implementation projects for our key product lines, Network Services, Security, Compute, and how to properly implement Observability toolsets as new or existing customers implement their services onto our platform. You will be responsible for facilitating both customer-facing and internal cross-functional meetings, as well as developing and implementing project plans in association with Fastly provided Solution Architects
• You will serve as the go-to expert in Customer Experience PMO and Escalation practices, advocating for customers during complex and strategic onboarding activities. You will drive cross-functional accountability and represent the voice of the customer during strategic onboards, providing situational reporting to customer-facing teams at planned intervals for optimal internal awareness
• Fastly offers Live Event Monitoring for customers who have seasonal peak performance periods, Program Managers may be asked to facilitate the proper information gathered by one or more customers and share cross-functionally to provide customers with dedicated network capacity within a region at select times to ensure optimal performance delivery
• You will work closely with Escalation Engineering and Escalation Management teams to develop proper onboarding plan processes, notification strategies, and in association with planned activity, help draft service advisories that align with our product lifecycles
• As a member of our Customer Escalations and PMO team, your responsibilities will involve facilitating prompt customer notifications and service level response during acute incident response practices. You will be responsible for providing customer updates as our partners in Engineering triage and work to mitigate customer-impacting incidents both on our status page (https://www.fastlystatus.com) and in collaboration with account teams as necessary

This role also includes participation in acute incident response on-call rotations during weekends and corporate holidays.

What We're Looking For: 

• We are seeking a dynamic team player with the ability to build strong working relationships and demonstrate expertise in developing and maintaining productive relationships with customers and cross-functional teams
• The ideal candidate will possess problem-solving skills, project management capabilities, and the ability to effectively facilitate the cross-functional conduct of cause and effect analysis practices
• Must have a proven track record of remaining composed under pressure, managing multiple tasks in a fast-paced environment, and the ability to work with globally located peers and direct leadership within a remote environment
• Excellent written communication skills and a background in supporting customers or customer-facing teams. They must exhibit a customer-centric attitude and a commitment to delivering top-notch service for our customers
• Overall, we are looking for a candidate who has experience handling low-level incidents, resolving roadblocks in projects, and effectively communicating delays and contributing factors to customers in a timely manner

We’ll be super impressed if you have experience in any of these: 

• 5+ years of program or product management experience
• Fluent spoken and written English required, tailoring depth to be a good fit for varying audiences
• Bilingual in Japanese and English will be a plus, but is not required
• Atlassian and Trello suite experience, to include past exposure to facilitating Sprint project plan techniques
• Risk management exposure that includes how to properly conduct a failure mode effects analysis with experience rating customer requirements
• Proficient knowledge of ITIL Management or ISO 20000 Service Management System methods would be highly beneficial

Work Hours:

• This position will require you to be available during core business hours. 
• This position will require you to be reachable during planned weekend and holiday on-call rotations.

Work Location & Travel Requirements:

This position is open to the following preferred locations:

• Melbourne, Australia

This position may require travel as required by your role or requested by your manager.
Fastly currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office and home.  

Salary:

The estimated salary range for this position is $130,000 AUD to $156,000 AUD.
Starting salary may vary based on permissible, non-discriminatory factors such as experience, skills, qualifications, and location.
This role may be eligible to participate in Fastly’s equity and discretionary bonus programs.

Benefits: 

We care about you. Fastly works hard to create a positive environment for our employees, and we think your life outside of work is important too. We support our teams with great benefits that start on the first day of your employment with Fastly. Curious about our offerings? 

We offer a comprehensive benefits package designed to meet your needs. Our offerings may vary depending on the country where you work and are subject to change.

Last updated: 5 hours ago