Critical Situation Program Manager II

Organization and People Management

• Manage the RO team’s operations and people, including performance evaluation, talent development, and resource allocation.

• Lead team members to ensure that plans and actions are executed appropriately and in a timely manner.

• Share best practices and provide coaching, mentoring, and training.

• Provide decision-making support and guidance for complex and high-impact cases.

Problem Resolution

• Oversee the resolution of critical incidents, including Crit-Sit cases, from initial planning through closure.

• Analyze the root causes of problems and incidents and develop and execute appropriate corrective actions.

• Visit customers and provide explanations and updates when required.

• Drive customer satisfaction recovery and implement measures to prevent recurrence.

Customer and Stakeholder Management

• Provide progress updates to customers and business partners.

• Prepare and review customer-facing reports.

• Build and strengthen relationships with Sales, Service Sales, Development, Manufacturing, and other key stakeholders.

Incident Control and Governance

• Monitor the progress of cases handled by the RO team and manage escalations.

• Determine response strategies and priorities based on the severity, priority, and associated risks.

• Maintain and continuously improve the overall quality of incident response across the organization.

Resource and Cost Management

• Optimize the allocation of personnel, budget, and equipment.

• Manage departmental costs and oversee budget planning and actual performance reporting.

• Drive improvements in the efficiency and productivity of problem-resolution activities.

Cross-Functional Collaboration

• Collaborate with Service, Sales, Development, Manufacturing, Product, and other functions to deliver effective solutions.

• Make informed decisions while balancing customer needs with broader business and organizational impact.

Reporting

• Consolidate the status of incidents and critical cases and provide regular reports to senior management on a weekly, monthly, and quarterly basis.

• Prepare executive-level summaries and provide clear visibility into key risks and potential business impacts.

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