Career Area:

Technology, Digital and Data

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Job Summary:
We are seeking a highly skilled and experienced Digital Program Manager to join our Cat Customer Support team. The ideal candidate will be responsible for managing strategic programs, developing business roadmaps, and overseeing the end-to-end delivery of strategic initiatives. This role requires strategic thought leadership in technology and AI to drive innovation and efficiency within our contact center operations.

What You Will Do:

Oversee the planning, organization, and facilitation of Cat Customer Support strategic initiatives. Leads process and product initiatives from intake through project execution. Responsibilities include:

• Develop, maintain, and manage an overall support roadmap in collaboration with the Customer Support leadership team.
• Execute the delivery of large program objectives, including planning, developing execution plans, and monitoring progress with effective stakeholder management.
• Oversee the successful delivery of programs and projects, ensuring alignment with business goals, timely execution, and high-quality outcomes.
• Coordinate cross-functional teams to deliver business outcomes for process improvements and manage end-to-end program management for software delivery of contact center technology solutions.
• Organize and facilitate strategic planning initiatives and workshops to drive alignment and set direction for execution aligned with the support vision.
• Drive a culture of continuous improvement by identifying process enhancements and implementing best practices. Leverage feedback and metrics to optimize team performance and delivery efficiency.
• Manage the end-to-end delivery of improvements across multiple teams, navigating the operating model to drive efficiencies, velocity, and quality.
• Oversee delivery timelines, ensure milestones are met, identify delivery risks, and implement mitigation strategies to ensure successful outcomes.
• Remove impediments and ensure teams have the resources and support needed to succeed. Coach and mentor team members to promote skill development and high performance.
• Support quarterly Program Increment (PI) planning sessions, ensuring alignment with Agile methodology.
• Mentor program and project managers for the successful delivery of program objectives.

What You Will Have:

Planning: Tactical, Strategic:

• Drive execution of strategic initiatives and operational plans and ensure performance objectives are met.
• Facilitate and contribute input into long term roadmap for Support to drive continuous improvement and cost efficiencies.

Decision Making and Critical Thinking:

• Extensive knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
• Ability to gain alignment with senior leadership teams facilitating discussions with clear identification of risks and mitigation plans helping to drive progress and overcome impacts to velocity.

Data Gathering and Reporting:

• Experience with AI tools and PowerBI reporting to help drive support insights to measure support value to the enterprise.
• Assist with budgeting, financial planning and resource allocation activities to identify and report on cost efficiency opportunities.

Technical Proficiency:

• Knowledge and understanding of digital technologies, platforms and software.
• Ability & desire to learn new and emerging technologies and apply learnings to influence support roadmap where technology can improve efficiencies, quality, productivity and customer experience.

Large Scale Implementation Experience:

• Working knowledge and experience implementing software working across multiple, cross functional teams, suppliers and delivery teams to ensure timelines are met on-time with quality.
  • An example of this is the delivery of a new contact center technology solution requiring management of a 3rd party supplier and internal end-to-end delivery teams to deliver a new solution minimizing disruption to existing services.

Considerations For Top Candidates:

• Bachelor's degree in computer science, Engineering, Information Systems, or related field. OR equivalent working experience
• Strong understanding of customer service principles, best practices and industry trends
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels of the organization.
• Strong organizational skills and attention to detail, with the ability to prioritize and manage multiple initiatives simultaneously.
• Ability to work in a fast-paced and dynamic environment, adapting to changing priorities and business needs.
• Strong knowledge of Project Management, Agile, and SAFe methodologies.
• Certifications such as PMP, SAFe Agilist, or equivalent are a plus.
• Familiarity with tools such as Sharepoint, PowerBI and Azure DevOps.
• Knowledge and experience with AI tools, Salesforce Agentforce and/or Microsoft CoPilot
• Knowledge and experience with CRM, Customer Engagement and/or Contact Center solutions.

Summary Pay Range:

$144,960.00 - $217,320.00

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits:

Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.

• Medical, dental, and vision benefits*

• Paid time off plan (Vacation, Holidays, Volunteer, etc.)*

• 401(k) savings plans*

• Health Savings Account (HSA)*

• Flexible Spending Accounts (FSAs)*

• Health Lifestyle Programs*

• Employee Assistance Program*

• Voluntary Benefits and Employee Discounts*

• Career Development*

• Incentive bonus*

• Disability benefits

• Life Insurance

• Parental leave

• Adoption benefits

• Tuition Reimbursement

* These benefits also apply to part-time employees

Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar.com/careers.

Posting Dates:

August 19, 2025 - August 26, 2025

Any offer of employment is conditioned upon the successful completion of a drug screen.

Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.

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