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CX Project Manager in San Francisco, CA at APEX Systems

Date Posted: 2/13/2018

Job Snapshot

  • Employee Type:
    Contractor
  • Job Type:
    Other
  • Experience:
    Up to 10 year(s)
  • Date Posted:
    2/13/2018

Job Description

Job #:  821824

CX Project Manager

1 year contract

San Francisco, CA

   

Duties: As CX Project Manager, you are responsible for implementing projects that drive the strategic goals of the CX organization. You will work cross-functionally to improve CX productivity and efficiency, and do so with clear communication, efficient resource usage, and deep focus on overall project execution.

 

Responsibilities

  • Work with CX PMO team to define, launch, and execute various strategic and operational projects.
  • Accountable for planning and execution of global projects that involve all departments within the CX org.
  • Collaborate cross-functionally across CX, Product, Trust and Safety, IT, and Finance, and other business teams to drive key project outcomes. Influence CX programs and strategy in service of the company’s high-level goals.
  • Effectively manage change by influencing and communicating with key stakeholders. Anticipate risks associated with change management, and ensure creative and effective mitigations are available.
  • Prepare presentations and clearly communicate projects deliverable to senior leadership within CX and in the broader company.
  • Collect systems requirements, and work with Product/IT stakeholders to assess and prioritize according to operational benefit.
  • In collaboration with CX Leadership and Product teams, communicate opportunities and advocate for product improvements and/or tools required to support project outcome and a flawless customer experience.
  • Regularly assess project risks and opportunities. Leverage best practices and continually drive process improvements, but work creatively to drive execution and simplification.
  • The initial project and top priorities in this role will be the development of a cross-functional playbook and facilitation of a simulation exercise around business continuity. Other projects will be assigned based on business need as bandwidth allows after the top priorities are addressed.

 

Skills:

  • 5-10 years of project/program management experience, with emphasis on project management best practices and methods - Preferably in a high-growth high-volume service operations environment.
  • Experience using collaborative project management tools and processes (e.g. JIRA, Asana, Smartsheets, Google docs, Scrum, Agile).
  • Excellent communication and interpersonal skills.
  • Passion for exceptional customer service
  • BA/BS degree.