Offer summary

Qualifications:

5-10 years of project management experience in Contact Center, Proven track record in end-to-end project management, Agile Certified Practitioner or PMP certification preferred, Experience with CRM tools such as Salesforce preferred.

Key responsibilities:

Define project scope and schedule activities

Manage multiple customer projects simultaneously

Identify risks and develop mitigation strategies

Conduct regular status meetings and report progress

Evaluate overall project performance through post mortems

Job description

As a Technical Project Manager, you will drive professional accountability for the overall success of the project, ensuring Key Performance Indicators (KPIs) are met.

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

Define project scope, schedule project activities, and integrate those into the broader project plan with the customer project manager(s)
Manage multiple customer projects simultaneously. Work with customers, partners, & internal solutions consultants to drive positive progress across multi-location & multi-phase deployments for all project related activities
Proactively identify risks pertaining to time, scope, & budget. Develop comprehensive mitigation strategies with clear communication plan for all internal & external stakeholders
Conduct regular status meetings with customers and team to assess progress against plan; performs re-forecasts of project variables as necessary throughout the project to ensure timeline adherence
Conduct executive business reviews throughout the implementation with executive and senior leadership outlining projects status, open risks and project success dependencies
Understand customer use cases, formulate best practices, and document requirements (functional and technical) needed to address client needs
Partner with internal teams such as Product, Engineering, Support, etc. to ensure timely delivery of feature requests, bug fixes and support requests
Participate in the sales cycle as necessary to formulate the delivery approach and develop a proposal/SOW
Conduct post mortem with internal and external stakeholders to evaluate overall project performance. Lead root cause analysis discussion, formulate strategies for process improvement, and follow through
Drive professional accountability for the overall success of the project, ensuring Key Performance Indicators are met

5-10 years of Contact Center project management experience and leadership in professional services, customer support, customer success or other service delivery roles
Proven track record of managing a contact center project end to end.
Act as a role model to others: sets an example of integrity, ethical behavior and professionalism
Excellent problem-solving skills and ability to navigate complicated situations in a professional manner
Outstanding communications skills (presentation, written, and verbal) to interact with all levels of professional staff (Internal and external)
Ability to think strategically about business, product, and technical challenges to help our customers realize the software investment, efficiencies, advantages, and innovations
Ability to work cross-functionally in a fast-paced startup environment

Agile Certified Practitioner, PMP (Project Management Professional) Certification or equivalent is desirable
CCaas or Contact Center product, Salesforce and other CRM experience preferred

Required profile