Program Manager

ITS - Internet Testing Systems•Baltimore, MD

11d•$90,000 - $110,000•Hybrid

About The Position

Internet Testing Systems (ITS) is seeking a Program Manager to join our team in Baltimore, MD. This role is REMOTE Eligible, with a preference for candidates in the East Coast time zone. ITS is a rapidly growing technology company providing cutting-edge technology and quality service to the computer-based testing industry. We foster strong team dynamics, job satisfaction, and individual success. Employees at ITS typically experience a significant increase in their skills and knowledge due to our unique and leading-edge software environment. This position requires technical aptitude and curiosity. While a software development background is not necessary, the Program Manager must be comfortable in a technical software environment, understand system workflows, ask insightful technical questions, and translate client needs into clear requirements for development and operations teams. The ideal candidate enjoys learning how systems function, troubleshooting complex issues, and aligning business objectives with practical technical solutions. We believe that work should be enjoyable and that a successful company should nurture its employees rather than leading to burnout.

Requirements

Bachelor’s degree with a technical aptitude to understand software systems or relevant work experience
Technical project management experience (min 5 years)
Client management experience (min 5 years)
Advanced MS Office skills (Word, Excel, PowerPoint)
Is bright, dedicated, organized, passionate about technology, and enjoys working with customers and internal teams.
Demonstrable ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level.
Excellent listening, negotiation, and presentation skills.
Superior verbal and written communication skills.
Strong emotional intelligence and interpersonal skills.
Strong initiative, attention to detail, and proven execution capabilities.
Proven ability to manage multiple medium to large projects following established processes to deliver against approved estimates for quality, on-time, and on-budget projects.
Ability to perform complex data analysis, research and troubleshooting.

Nice To Haves

Technical understanding of API integrations, Microsoft Azure, Amazon Web Services, Akamai CDN
Knowledge or experience in test development and/or test delivery
Project Management Professional (PMP®) certification
Experience with MS-SQL, XML, and HTML

Responsibilities

Owns the client relationship with our external customers
Builds and maintains strong, long-lasting customer relationships.
Develops a trusted advisor relationship with customer stakeholders and executive sponsors.
Is adept at communication, negotiation, and remaining calm under pressure
Experience in delivering client-focused solutions based on customer needs.
Is lead for all project requests
Clearly communicates the progress of monthly/quarterly initiatives to internal and external stakeholders.
Understands software requests and can evaluate the impact based on the request
Is the liaison between the customer and our technical teams translating business requirements into functional requirements.
Has an analytical mindset, enjoys reviewing software needs, evaluating solution options, and making recommendations to further their customers’ testing program.
Demonstrates technical aptitude by quickly learning complex software workflows, understanding system dependencies, and identifying the right questions to clarify requirements, troubleshoot issues, and support solution design.
Owns projects for customer implementations acting as liaison with customer and internal teams
Ensures the timely and successful delivery of our solutions according to customer needs and objectives.
Builds and maintains project plans and reports on project progress to milestones.
Analyzes project interdependencies to effectively structure schedules and resources.
Monitors project progress and recognizes when intervention is necessary to meet productivity, quality, and client-satisfaction goals and objectives.
Has a demonstrated ability to multitask and prioritize diverse tasks.
Coordinates meetings, creates agendas, meeting notes, etc.
Performs program configuration
Performs complex analysis and troubleshooting to resolve problems and issues as they develop, ensuring a proper level of timely communication to both internal and external stakeholders.
Provides internal department support, including mentoring new or junior staff, improving methodologies and processes, etc.
All team members are expected to incorporate security best practices into their daily work, ensuring that data protection and risk mitigation are considered at every stage of a project or task.