Job Details


Project Manager Senior


Jun 12,2017
Santa Clara , California

Title: Project Manager - Senior (6939011)
Location: San Jose, CA / Austin, TX
Contract: 12 Months

Job Summary 
  • The clients Online Store Sales & Service team is looking for an experienced project management professional with strong business analysis skills to join our team. 
  • This role will lead the Contact Center track on medium to large-sized, global cross-functional projects as well as apply project management methodology to support the implementation of key systems and/or business processes in a Contact Center Assisted Sales & Service environment. 

  • The ideal candidate will be self-directed, motivated, and comfortable working in an extremely fast paced environment. 
  • Flexibility and adaptability are key attributes needed for success. This individual should also have strong analytical, project management and coordination skills to handle a variety of activities and complexities spanning the organization. 
  • Candidates must be willing to work at a very detailed level while still being able to abstract ideas for communication to team and senior management. 

Description 
  • Oversee end-to-end implementation of several global portfolio projects focusing on the interactions between contact center agents and the clients customers, facilitating an overall great customer experience 
  • Lead the coordination of resources, project scope, business requirement documentation, project documentation, project status reporting, project risk management, timelines, project communication, change management as well as post-implementation audit reviews. 
  • Responsible for soliciting, synthesizing and driving business requirements. 
  • Must be able to clearly articulate and document business requirements. 
  • Oversee all aspects of the project including business requirements documentation, stakeholder analysis, timelines, budgets, resource allocation, scope, definition and project communication. 
  • Collaborate with business partners and regional counterparts to efficiently write requirements and implement projects. 
  • Ability to influence decisions and facilitate change management through collaboration and leadership. 
  • Candidate must be able to act as a liaison between the business and technology groups to ensure business project needs are adequately met with technology solutions. 
  • Strive for continuous improvement by incorporating the clients best practices for Project Management to ensure consistent delivery of quality projects. 
  • Will also be responsible for identifying and leading business process re-engineering opportunities. 
  • Maintain a level of constant and effective communication with managers, leaders, and subject matter experts in a variety of business, functional and technology areas. 
  • Ability to gain alignment between the technology and business strategy to create a phenomenal customer experience by proactive partnering with all levels, including senior leaders, the business, IS&T and operations communities. 

Qualifications 
  • 5-10+ years of project management experience in eCommerce and/or Contact Center environment preferred 
  • A proven track record of successfully leading multiple concurrent projects of medium (4-8 months) and large (8-12 months) scope 
  • Exceptional communication and facilitation skills 
  • Experience creating and presenting executive level Keynote presentations 
  • Proven experience creating effective Business Requirement Documentation 
  • Experience leveraging functional expertise to create a phenomenal customer experience 
  • Demonstrated ability to complete multiple tasks under pressure 
  • Thrives in ambiguous work environment 
  • Strong team player with a high degree of flexibility 
  • Previous PMO experience desirable - creating and maintaining project plans, schedules, providing timely and accurate status reports and other communications to management and team members.

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