This position plays a key role in building and driving Error Management and Resolution Strategy for Platform Foundation. This role is responsible for managing customer reported errors along with internal reported errors from product testing for HD Live Map products including features from Lanes, Road, Localization, Signs etc. In addition to same role further expands to support critical HERE product portfolio delivered in formats such as NDS, RDF, Classical HERE RDF, IVI NDS, Places GS7 etc.

Responsibility of R&D Project Manager II role:

• Own e2e error resolution process which includes acknowledge, investigation, triage, closure and monitor bugs /defects reported by customers.
• Role is responsible to manage critical KPI’s of Error Management functions such as ‘Acknowledgement SLA’s’, ‘Resolution SLA’s’ and SLA’s associated with software bugs (development / production), reopen rate, Mean Time To Resolve (MTTR) etc.
• Represent Error Management (HERE Problem Resolution Management) process in various customer audits, maintaining process documents, responding to RFQ’s
• Onboarding of new customer program for Error management support
• Managing high performing Error management team

To do so, this role directly interacts with:

• Customer Program Managers from Customer for Pre-SOP Products (Co-Dev products) with customers such as Cariad, BMW, Chinese OEM's
• Customer Program Managers, Technical Support Engineers from Product & Technical Support (PTS) for In-SOP products in maintenance phas
• Cross Functional team across multiple tiers within Platform and Technology (for product / publication related bugs), Engineering (for software services related bugs), Operations and support team (for content related bugs).
• Customer Problem Resolution Management team for weekly exchange of Error reports, progress and subsequence
• 
  Engage into discussion for seeking clarification on certain error tickets, provide error ‘due dates’ / ‘estimated completion date’ to customers based on product master release schedule. Monitor ticket hygiene, population of mandatory fields etc.
• Provide weekly reports based on customers which include overall ticket burndown, resolution projections and challenges, technical root causes, perform error analytics to identify customer testing patterns, error hot spots, Perform analysis to create ticket cluster & prioritize same with different departments within HERE.
• This position will lead team of Error Managers for strategic engagements associated with error management practice within or outside the organization. Subsequently monitoring backlog, performing RCA for systemic issues, performing 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.

• Bachelor’s degree (Engineering, Statistics or Geosciences preferred)
• Minimum 12-15 years of relevant experience required,
• 5 years management/leadership experience required
• General understanding of error management life cycle & workflows, JIRA project management, Knowledge of HD Live Map products, Various viewers and GIS tools (Earthscape, Mapscape, ARCGIS, Map creator), etc.
• Understanding of basics of AI and usage of same in Error Management workflows. Understanding of prompt engineering in co-pilot, ROVO
• Project Management Experience, exposure to Lean & Six Sigma processes is desirable
• Excellent communication (internal & external), influencing skills, 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 skillsKnowledge of statistical methods as applied to Quality principles, Minitab knowledge desired.
• Ability to interact with difficult stakeholders at variety of levels within and outside of the organization.
• Travel if required.

CERTIFICATIONS

• Six Sigma White Belt, Green Belt certification desired,
• Project Management Experience (PMP certification) desirable

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.

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.