Customer Service Operations Project Manager

Position Summary: Ensure execution and delivery of project objectives in adherence with the Customer Service Organization, through management of all project dimensions: Scope, Time, Cost, Quality, Performance. Lead business impactful projects to achieve quality and efficiency goals. Coordinate with cross functional leaders/stakeholders to drive project implementation and provide executive summaries to Senior Leadership. Drives successful delivery of complex implementation projects (I,E., Business process improvement, product quality enhancements and product software deployments) on time and within budget, resulting in cost savings and gained efficiencies within the Customer Service Organization. Primary Responsibilities: Leverage Project Management tools and critical thinking skills to develop strategy, timelines, and implementation plansDrive the assessment of current business projects and workflows to develop proposals for process improvement to Senior LeadershipDefine project objectives, requirements, and assumptions necessary to structure a project or activity.Drive the process to Identify, prioritize, and proactively monitor changes that may affect the project.Lead direct communication with major stakeholders throughout each project, recommend scope and milestones changes as needed for best outcomes.Maintain authority and control of projects while ensuring accountability of all stakeholders. Manage projects within established scope, schedule, and budget while meeting and exceeding project management standards.Identify and implement change management in response to business drivers.Set routine meetings with leaders to understand new projects that should fall in scope for oversightMonitor future global projects that may impact the Customer Service Organization and forecast local impacts to ongoing projectsEducation, Skills, & Experience: Bachelor's Degree in Project Management, Science or Business related fields with 3+ years managing projects ORHigh school diploma/GED with 7+ years of experience managing projects.Project Management certification is preferred but not required.Experience with Salesforce or similar CRM tools preferredExperience with project management software tools (such as JIRA, Asana, Microsoft Project, Clarizen)Experience in following, maintaining, and improving the implementation methodology
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