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.  

• 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 etc.
• Project Management Experience, exposure to Lean & Six Sigma processes is desirable
• Excellent communication (internal & external), presentation and storytelling kills
• Proven understanding of technology and work process flows
• Strong analytical and problem-solving skills required
• Strong team leadership, organizational and management skills
• Knowledge of statistical methods as applied to Quality principles; Minitab knowledge desired.
• Ability to interact with a large number of stakeholders at variety of levels within and outside of the organization.
• Travel if required.

The expected base salary range for this position is $130,000 to $140,000 per year. Actual compensation will be based on factors such as skills and experience. This position is also eligible for an annual performance bonus, which is subject to company and individual performance. 

Life at HERE comes with generous benefits to support your health and overall wellness. Benefits available to US-based HERE employees include health (Medical/Dental/Vision) insurance, retirement savings plans, paid time off & leave policies.   

As part of HERE Technologies employment process, candidates will be required to successfully complete a background verification process. Offers of employment and any related claims are subject to the successful completion of a background verification. Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, HERE will consider for employment qualified applicants with arrest and conviction records. 

HERE is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, age, gender identity, sexual orientation, marital status, parental status, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.  

Under Section 503 of the Rehabilitation Act of 1973 and VEVRAA, we have developed an affirmative action program (AAP) for individuals with disabilities and protected veterans. Portions of the AAP are available for review by applicants and employees through our People Team. 

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HERE Technologies is a location data and technology platform company. We empower our customers to achieve better outcomes – from helping a city manage its infrastructure or a business optimize its assets to guiding drivers to their destination safely.

At HERE we take it upon ourselves to be the change we wish to see. We create solutions that fuel innovation, provide opportunity and foster inclusion to improve people’s lives. If you are inspired by an open world and driven to create positive change, join us. Learn more about us on our YouTube Channel.