Project Manager
Seattle, WA, United States
About the Company:
We are seeking a passionate and experienced Program Manager to join our team in one of our regional corporate locations. You will help build our ability to roll outs into new marketplaces at scale. As a new team developing our ways of working, you will be required to lead the production of a launch mechanism that leverages consistent working practices as well as prepopulated templates in order to reduce deployment overhead and increase the quality of service for our Customers. Working with stakeholders to assemble project teams, assign responsibilities, identify appropriate resources needed, and develop schedules to ensure timely completion of readiness projects by meeting project milestones. You will also assess risks, anticipate bottlenecks, manage escalations, make trade-offs, balance the business needs versus technical constraints, write draft customer and associate-facing content and encourage risk-taking behavior to maximize business benefit.
The successful candidate will be a recognized role model for their contact center operations knowledge, program management capability and a record of delivery accomplishment. A strong record of employee and customer advocacy and high judgment are critical for this role.
Responsibilities:
Support the development and drive project plan to implement systems and associate support for new marketplace launches.
Coordination, evaluation and high standard implementation of Support activities.
Become a key pivot point in order to coordinate activity and drive joint deliverables.
Create a culture where accountability, engagement, transparency and collaboration are the norm and where rapid deep dives into root causes of any defects is a standard operating practice.
Act as a Customer advocate by Inspiring their team to go beyond the standard call of duty to find creative solutions for our Customers and driving improvements to systems and processes that will benefit Associates and/or Customers.
Effectively partner with support teams, such as HR and Finance.
Demonstrate and encourage a coaching culture throughout the team.
Foster a work environment that respects and is responsive to the needs of a diverse team.
Focus on continued improvement of project management life cycle, quality metrics, and customer satisfaction.
Actively seek feedback and engagement in order to understand launch performance and identify improvement opportunity.
Qualifications:
Bachelors degree in Computer Science, Engineering, Business, Management, or related field.
5+ years program/project management experience in the support and services industries.
Experience using problem solving and analytical skills to solve business problems and drive process improvements.
2+ years experience influencing others and delivering results cross-functionally.
Excellent communication and writing skills for non-technical audience.
Experience gathering and analyzing data and delivering continuous business improvements.
Six Sigma, Kaizen, Agile, or other Process Improvement methodologies.
Ability to work effectively with tight deadlines in a fast-paced environment.
Attention to detail and proven ability to manage multiple, competing priorities simultaneously.
Demonstrated ability to work in ambiguous situations and across organizational boundaries.
An ability to effectively develop key processes and procedures that facilitate efficient planning, reporting and control processes.
Demonstrated ability to anticipate and manage change in a highly dynamic environment.
Preferred Qualifications/skills:
Global experience and distributed teams
Contact Center (Phone, email support) experience
Experience in external user/customer/partner experience design, Internet products and technologies
PRINCE2, PMP or similar certification
Experience with CRM and other contact management support tool
Demonstrated ability in managing reporting and analysis