Senior Project Manager
Our client enhances the multi-channel sales and customer service capabilities of hundreds of enterprise businesses and educational institutions. Their technology is an award-winning On Demand software platform that allows customers and service agents to ask questions in natural language, and get one right answer - regardless of the hundreds of ways the question may be asked.
They are the gold standard in first line customer experience management.
Our client has engaged ROSS (www.getROSS.com) to find them a Senior Project Manager. ROSS is an innovative leader in Recruitment Process Outsourcing (RPO), HR Technology, Recruitment and HR Professional Services. We’re a company of People Specialists helping companies align their People Strategy with their Business Growth.
Job Description
The Senior Project Manager is responsible for direct project management on highstake and key implementations (with a focus on commercial and partner accounts), project manager team member orientation and mentoring, active contribution toward process and product improvements, and tracking/reporting on best practices, insights and team performance.
Expectations will fall under 5 domains, with specific tasks listed accordingly:
1) Core project management (50%)
- Perform management of QuikStart services on key accounts, with a focus on custom commercial and partner implementations
- In conjunction with the Senior Knowledge Base Analyst, develop knowledge base templates to assist new implementations within additional domains/verticals
2) Team mentoring/training (20%)
- Coach and mentor project management team members on delivery, best practices, communications, strategic goals, client interactions and efficiency improvements
- Proactive, via group refresher sessions and/or one-on-one coaching
- Reactive, by acting as the first line of support for day to day questions and issues with respect to PM
- Train new team members on PM concepts, and continue to refine training framework
- Monitor timelines and tactfully help team members reach time goals for various PM duties
- Participate in initial planning with other PMs who will be tackling custom and/or key commercial accounts
3) Active contribution toward process and product improvements (20%)
- Monitor and report to Director of Client Services on bugs and enhancements contributed by PM team members (regular brainstorm/feedback sessions may be organized as part of this)
- Participate in Product discussions with respect to knowledge base development, maintenance and reporting
- Work with PM team on day-to-day process improvements, and with Director of Client Services on higher-level process improvements with respect to PM development and analysis, and general services framework(s) (current and future)
4) Tracking & Reporting (10%)
Regular check-ins with Director of Client Services to discuss:
- Team member performance (time management, communication effectiveness, etc.)
- Client issues
- Project management best practices learnings, for mid-market and enterprise clients
- Product issues and feature requests
- Valuable insights learned through the QuikStart program
Desired Skills & Experience
- 10+ years in progressive project management experience
- Strong oral and presentation skills with demonstrated ability to lead successful client meetings
- Demonstrated experience in running projects in large corporations (FP200 size)
- Preference for candidates with PMI certification
- Preference for undergraduate degree in business or technology
If you're not interested, but know someone who is; please help a current or former colleague in their career development by referring them. In addition, we're happy to give you a $350 referral fee. Click http://www.getROSS.com/referral_fee.php for more details.