Internal Customer Experience Project Manager, Remote
Austin, TX / Atlanta, GA / Charleston, SC / Charlotte, NC / Columbia, SC / Greenville, SC / Wilmington, NC / Remote
Client Experience – Client Operations /
Employee - Full-Time /
Remote
As an Internal Customer Experience Program Manager, you will play a vital role in overseeing and coordinating various projects and initiatives within our Client Experience organization reporting to our Senior Director of CX Operations. Your primary responsibility will be to ensure that projects are completed efficiently, on time, and within budget, while also meeting the objectives and requirements set forth by the organization. You will work closely with cross-functional teams to plan, execute, and monitor project activities, while also identifying and mitigating risks to ensure successful project delivery.
Key Responsibilities:
Project Planning and Coordination:
• Collaborate with stakeholders to define project scope, objectives, and deliverables.
• Develop detailed project plans, timelines, and resource allocations.
• Coordinate project activities and tasks across cross-functional teams.
Execution and Monitoring:
• Oversee project execution to ensure adherence to timelines, budgets, and quality standards.
• Monitor project progress and performance, identifying and addressing any issues or deviations from the plan.
• Improve and implement effective processes & tools to streamline processes and enhance efficiency.
Stakeholder Communication:
• Serve as the primary point of contact for project-related communications with stakeholders.
• Provide regular updates on project status, milestones, and key deliverables.
• Facilitate meetings, workshops, and presentations to ensure effective communication and alignment among project teams.
Risk Management:
• Identify potential risks and challenges that may impact project success.
• Develop risk mitigation strategies and contingency plans to address identified risks.
• Proactively manage and escalate risks as necessary to minimize impact on project outcomes.
Quality Assurance:
• Ensure that project deliverables meet quality standards and requirements.
• Conduct regular reviews and evaluations to assess project performance and identify areas for improvement.
• Implement quality assurance processes and measures to uphold project quality throughout the project lifecycle.
Documentation and Reporting:
• Maintain accurate and up-to-date project documentation, including project plans, status reports, and meeting minutes.
• Generate regular reports and dashboards to provide insight into project progress, metrics, and key performance indicators.
• Analyze project data and metrics to identify trends, patterns, and areas for optimization.
Qualifications:
• Bachelor's degree in Business Administration, Project Management, or related field
• Proven experience in project management, with a focus on coordinating complex projects and initiatives.
• Strong understanding of project management methodologies, tools, and best practices.
• Excellent communication, interpersonal, and stakeholder management skills.
• Solid analytical and problem-solving abilities, with a keen attention to detail.
• Ability to prioritize tasks, manage multiple projects simultaneously, and work effectively under pressure.
• Experience in project management software and tools (e.g., Wrike, Asana, Jira).
• Certification in project management (e.g., PMP, PRINCE2) is a plus but not required.
