# Program Management

**Program Management** leads and executes key cross-functional programs, working with cross-functional and cross-departmental stakeholders to **increase operational efficiency**.

## Where to find us

You can also find us in Mattermost at: <https://community.mattermost.com/private-core/channels/team-program-management>

## Who we are

Program Management is led by Ian Tien, co-founder & CEO, and includes:

* Jason Blais: Director of Program Management
* Hanna Park: Program Manager
* Vidhi Saini: Program Coordinator
* John Combs: Part-time Community Moderator (Agency Contractor)

## Programs

The team manages several cross-functional programs, including:

1. Non-MME Customer Operations

* (Vidhi) Non-commercial account management: All non-commercial renewals executed through Program Management, including non-profit, gratis, and a subset of academic licenses.
  * Non-profit process: <https://docs.google.com/document/d/1ey7bIXzuk71kyPyPqDpN2p-OCTTJmcKs9AzB-0q3f6c/edit>
* (Owner TBD) Self-service operations: All commercial non-MME renewals with <$5K ARR executed through Program Management, via self-serve.
  * *Process to be added*
* (Owner TBD) Out-of-band non-MME requests: Managing requests, updating docs, routing, and policies to increase efficiency and speed.
  * *Process to be added*
* (Owner TBD) Manual license key provisioning and administration: License key provisioning and tracking, outside of automated sales ops workflows, including manual sales-serve Cloud subscriptions & Cloud trial extensions.
  * *Process to be added*
* (Hanna) Channel partner operations: Management of gratis partner license key program, maintaining and adding partner marketplace listings, channel operations docs, fulfillment, and partner agreements.
  * Partners/resellers list: <https://docs.google.com/spreadsheets/d/1peej--v7WhjU58J_Wv-OW_iutT_MqqsTMMZeBS5qIBc/edit#gid=1855980138>
  * Partner programs: <https://handbook.mattermost.com/operations/sales/partner-programs>
  * Partner directory: <https://mattermost.com/partners/>
* (Jason) US Fed SBIR program management: US Fed SBIR program management: Management of SBIR vendor relationship, documentation & submission of SBIR contracts.
  * *Process to be added*

2. Company Operations:

* (Vidhi) Operational scorecard: Managing metrics and reporting for cross-company scorecards.
  * Scorecard (confidential): <https://docs.google.com/spreadsheets/d/19TALKW9F7-BMm_bTLmP2nVLoG-RPbuvfdEk0ObSXD74/edit#gid=738758018>
* (Jason) GNN reviews: Leading cross-company reviews and GNN read-out process.
  * *Process to be added*
* (Hanna) Onboarding/Offboarding: Attend onboarding calls, provide historical context for new people joining the team, and answer questions.
  * *Process to be added*
* (Vidhi) Diversity, equity, and inclusion (DE\&I): Promoting DE\&I within Mattermost staff and community, creating a welcoming environment for all.
  * *Process to be added*

3. Community Operations:

* (John) Forum management: Monitoring and maintenance of peer-to-peer feature request forum on Uservoice and Discourse forum.
  * Discourse: <https://forum.mattermost.com/>
  * UserVoice: <https://mattermost.uservoice.com/forums/306457-general>
* (Vidhi, with Hanna) Community promotions: Managing logistics around community swag, Mattermost contributor mugs, and Mattermost contributor MVPs.
  * Community swag orders: <https://docs.google.com/spreadsheets/d/1peej--v7WhjU58J_Wv-OW_iutT_MqqsTMMZeBS5qIBc/edit#gid=0>
* (Hanna) Community event logistics: Managing logistics around Community/DevRel meetups-in-a-box, and DevRel/engineering talks.
  * DevRel events: <https://docs.google.com/spreadsheets/d/1peej--v7WhjU58J_Wv-OW_iutT_MqqsTMMZeBS5qIBc/edit#gid=888374362>
  * DevRel conference pitches: <https://docs.google.com/spreadsheets/d/1peej--v7WhjU58J_Wv-OW_iutT_MqqsTMMZeBS5qIBc/edit#gid=891481386>
  * Sponsored DevRel Cloud workspaces: <https://docs.google.com/spreadsheets/d/1peej--v7WhjU58J_Wv-OW_iutT_MqqsTMMZeBS5qIBc/edit#gid=183370957>