New

Technical Project Manager, Customer Escalation Management

NOKIA
JG 11 US California Salary Range.
United States, California, Sunnyvale
520 Almanor Avenue (Show on map)
Sep 04, 2025
Family Description Applied R&D (AR) consists of target-oriented research either with the goal of solving a particular problem / answering a specific question or for multi-discipline design, development, and implementation of hardware, software, and systems including maintenance support. Supplies techno-economic consulting to clients. AR work is characterised by its detailed and complex nature in order to systematically combine existing knowledge and practices to further developing and incrementally improving products, operational processes, and customer-specific feature development. Subfamily Description General R&D Management (GRM) comprises the management of the engineering organisation which includes development and revision of new and existing products or services. Covers monitoring of different engineering dimensions and priority setting and conflict resolution between the different organisational dimensions (if any). Contains formulation of long-term objectives, implementation of policies, and monitoring of engineering budget and development schedule. Comprises optimisation of product delivery and involvement in patent search, technology surveillance, technology trends, and is main contributor in innovation management of the company. As a member of the Escalation Management function within the Engineering Operations team, you will be focused on managing key Customer Escalations, working in strong partnership with Product and Engineering (P&E) Quality, Portfolio Management and Product Development functions, Cloud and Network Services (CNS) Services and Care teams and the Global Business Center (GBC). Your primary role will be to drive the resolution of the cross-CNS identified Customer escalations. The mandate includes resolution of the technical issues, driving root cause analysis and identifying systemic issues and program managing their remediation. Throughout the escalation(s), you will be the primary contact for P&E, providing Executive updates to P&E leadership and cross-CNS leadership. The ideal candidate will possess a blend of deep technical competence in the Telco SW domain, excellent collaboration skills, proven experience communicating at the Executive level, a strong business acumen and a drive for execution excellence. Bachelor or Master's degree in Computer Science, Engineering or a related field Extensive experience in Program Management within the Telco SW industry Strong understanding of R&D execution best practices Excellent communication and inter-personal skills Operational Excellence - expertise in defining and driving Programs to a rapid completion Problem Solving - proactive approach to identifying and addressing challenges Come create the technology that helps the world act together Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people's lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world. We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work What we offer Nokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered. Nokia is committed to inclusion and is an equal opportunity employer Nokia has received the following recognitions for its commitment to inclusion & equality: One of the World's Most Ethical Companies by Ethisphere Gender-Equality Index by Bloomberg Workplace Pride Global Benchmark At Nokia, we act inclusively and respect the uniqueness of people. Nokia's employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. We are committed to a culture of inclusion built upon our core value of respect. Join us and be part of a company where you will feel included and empowered to succeed.