Job Description
As a Project Manager on the Support Operations team, you will play an important role in managing high impact projects on behalf of the Technical Support team. This position enables you to collaborate with members from other functional teams in the company, acquire first-hand knowledge and experience of those team’s processes and workflows, and lead internal & cross-functional project teams to deliver excellence through project completion. You are a seasoned Project Manager who has worked with support teams in fast paced environments and has educated business partners on meeting the highest levels of efficiency and adherence. You have experience with contact centers in BPO and/or in house environments.
What You’ll Do
- Manage new initiatives identified by leadership with desired KPI impacts, initiatives that have multiple support team impacts, and internal Support projects that span across the Enablement & Operations teams.
- Identifying project milestones, deliverables and risks
- Manage trackers, team deliverables, send meeting notes, hold partners accountable and keep leadership updated with risks & solutions
- Maintain a standardized approach to new projects: Initiating, Defining & planning, Tracking execution, Performance impacts & QA checks, Close; Post mortem, reporting
- Monitor the impact and value of performance improvement programs, and identifies continuous improvement opportunities
- Collaborate with operational leadership and manages process improvement programs that support various areas of the Support organization
- Maintain project timeline and deliverable schedules
What We’re Looking For
- 2+ years experience managing projects and working with call centers or in-house customer support teams
- 2+ years experience working in a fast-paced environment with ambitious timelines
- 2+ years experience managing multiple projects in a global organization
- Team mindset dedicated to the shared success of the department & company
- Ability to communicate effectively at all organizational levels and in situations requiring instructing, persuading, negotiating, conflict resolution, consulting and advising, as well as flawless written communication
- Prior success handling/executing multiple high impact, fast paced/collaborative projects
- Ability to plan, organize, motivate, mentor, direct and evaluate the work of others
- Ability to provide leadership and influence others