R&D Project Manager

HERE Technologies•Chicago, IL

About The Position

This position will coordinate and lead strategic engagements associated with error management practice within or outside the organization. Subsequently monitoring backlog, perform RCA for systemic issues, perform trend analysis & finally provide insights from errors reported by customers for better business decisions. This role is responsible for defining and implementing scorecard and data tracking systems, data analysis and corrective actions, systemic issue resolution and defines and leads special projects (if required) for improving overall error management function by applying continual improvement mindset. This position plays a key role in executing Error Management and Resolution Strategy for the Platform & Technology organization. This role is responsible for managing Errors reported by customers, primarily for HD Live Map products. Additionally, there are responsibilities of supporting other critical products such as RDF, Classic HERE Lanes, IVI, Places, Automated Driving Zones (ADZ), WorldMap, etc. on a need by basis. The primary responsibility of this role is to acknowledge, investigate, triage and monitor bugs /defects reported by customers. Role is responsible to manage ‘Acknowledgement SLA’s’, ‘Resolution SLA’s’ and SLA’s associated with software bugs (development / production). To do so, this role directly interacts with Customer Program Managers from Customer for Pre-SOP Products (Co-Dev products) Technical Support Engineers from Product & Technical Support (PTS) for In-SOP products in maintenance phase Tier 3 teams from Platform and Technology (for product / publication related bugs), Foundation Engineering (for software services related bugs), Platform Foundation Operations (For content related bugs). Customer Problem Resolution Management team for weekly exchange of Error reports, progress and subsequently engage into discussion for seeking clarification on certain error tickets, provide Error ‘due dates’ to customers based on product master release schedule. Provide weekly reports based on customer which includes overall ticket burndown, resolution projections and challenges if any.

Requirements

Bachelor’s degree (Engineering, Statistics or Geosciences preferred)
Minimum six to nine years of relevant experience required
Four years management/leadership experience required
General knowledge of Error Management workflow
JIRA projects such as DEVSUP, HCP3
Knowledge of HD Live Map products and tools
Project Management Experience
Excellent communication (internal & external), presentation and storytelling skills
Proven understanding of technology and work process flows
Strong analytical and problem-solving skills required
Strong team leadership, organizational and management skills
Ability to interact with a large number of stakeholders at variety of levels within and outside of the organization.

Nice To Haves

Exposure to Lean & Six Sigma processes is desirable
Knowledge of statistical methods as applied to Quality principles
Minitab knowledge desired.

Responsibilities

Coordinate and lead strategic engagements associated with error management practice.
Monitor backlog, perform RCA for systemic issues, and perform trend analysis.
Provide insights from errors reported by customers for better business decisions.
Define and implement scorecard and data tracking systems.
Perform data analysis and corrective actions.
Resolve systemic issues.
Define and lead special projects for improving overall error management function.
Manage Errors reported by customers, primarily for HD Live Map products.
Support other critical products such as RDF, Classic HERE Lanes, IVI, Places, Automated Driving Zones (ADZ), WorldMap, etc. on a need by basis.
Acknowledge, investigate, triage and monitor bugs /defects reported by customers.
Manage ‘Acknowledgement SLA’s’, ‘Resolution SLA’s’ and SLA’s associated with software bugs (development / production).
Directly interact with Customer Program Managers, Technical Support Engineers, Tier 3 teams, and Customer Problem Resolution Management team.
Provide weekly reports based on customer which includes overall ticket burndown, resolution projections and challenges if any.