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Customer Experience Project Manager
Ref No.: 18-01501
Location: Hammonton, New Jersey
Customer Experience Project Manager in Hammonton, NJ 08037

Interview Logistics:
Phone screen
Onsite F2F interviews are required

Required Skills Set:
Years of Experience: 5+ years of experience
Education Required: Bachelors Degree or Equivalent Work Experience
The Project Manager has primary responsibility for managing the Planning and Execution efforts for a set of assigned projects.
Key Accountabilities:
  • Responsible for managing the complete life cycle of highly complex internal projects, including approval, planning, execution, and closeout to ensure planned results are achieved on time and budget
  • Develop comprehensive schedule and drives progress to plan, proactively managing changes
  • Work with vendors and team to establish and achieve project goals
  • Ensure that requirements are properly articulated, prioritized and detailed on roadmaps and backlogs
  • Identify projects issues, gaps, conflicts, and propose solutions
  • Track critical project deliverables with core team and facilitates solutions when issues arise
  • Work as the liaison between clients, business leads, functional leads, SME's (subject matter experts), application analysts, developers and other technical team members to assist and document solutions to complex business problems
  • Address problems through risk management and contingency planning and presents solutions and/or options to executive management. Ensures effective implementation of solutions/changes
  • Facilitate and leads large project meetings to drive delivery.
  • May act as a Subject Matter Expert in a given area of the organization and provides guidance as needed
  • Oversee the development of documentation writing and gathering in accordance with policy and SOX auditing compliance
  • Act as a single point of contact for project status. Maintains communication with stakeholders.
  • Recommend new solutions and projects in alignment with strategic plans and business requirements
  • Demonstrate consistent exercise of independent judgment
  • Ability to communicate complicated technical concepts to non-technical Clients
  • Write and present effective communications to business sponsors and end-users
  • Demonstrate critical thinking, problem solving ability and initiative
  • Dedicated to continuous process improvement through feedback loops, coaching, retrospectives, and individual improvement
Experience:
  • Experience with and knowledge of Enterprise Business Systems
  • Knowledge of Windows-based hardware and software applications required
  • MS Office Suite, Visio, MS Project, Gantt Charts or other project management tools
  • Excellent communication and analytical skills required
  • Excellent client relations and customer services skills required
  • SDLC (Software Development Life Cycle) best practices
  • PMO (Project Management Office) best practices

Additional Preferred Skills:
  • Contact/Call Center Tech/IVR
  • Speech recognition call routing
  • Cisco UCM/UCCX/CUIC/Finesse/SocialMiner
  • Agent Call/Screen Recording & Workforce Mgmt
  • Customer callback
  • CRM/CIS
  • Customer web portals (bill pay, CSR/chat)
  • Customer relationship skills
  • Collaborative & Flexible
  • PMI (Project Management Institute) Certification desired

Project Description:
PM needed to support projects relating to M&A activities

Physical Environment and Working Conditions:
Must be able to work onsite in Hammonton, NJ Mon-Fri/40 hours per week