Job Details

Title: Senior Technical Project Management - Customer Service Technology / Chief of Staff
Location: Salt Lake City (SLC), Austin (TX), San Jose, CA / Remote US
Duration: Long Term
Exp: 10-15 Yrs

About the Team: The Customer Service Technology (CS Tech) Team is responsible for Product Management, Engineering and Technology Planning & Programs that empowers our Customer Service experience. From the site help and contact functionality to the tools our agents use for supporting our customers to the phone on the desk, we work to ensure that client service technology is leading the industry.

Position Summary:
Client is seeking a Technical Project Manager to support our Customer Service Technology (CS Tech) organization. This Role will serve as both a Business System Analyst subject matter expert and Technical Project Manager. They will work closely with other internal corporate services, Information Security, Project Management, Product Development & Engineering and Quality Engineering to ensure successful coordination and planning for these functions. This role is ideal for candidates who can also manage projects at all stages, from concept to development, testing and beyond. You must be comfortable both with beginning from scratch before much definition of the project to jumping in midstream and taking the helm to drive efficiency and productivity. It is essential that you have a tenacious, can-do attitude where you're willing and able to "connect the dots " and help lead the team to success.

Key Responsibilities

• Partner with internal CS Tech teams and external technical (Product and Engineering) and nontechnical (Business and Policy) groups to ensure all designs, requirements and implementations are assessed, sized, tested and implemented.
• Lead project management activities ensuring resource availability/ allocations and create project management artifacts (Example: project plans/smartsheets, weekly status updates, manage Project JIRA/Wiki) for end-to-end delivery in close collaboration with the product, Engineering, vendor and other business units.
• Run/execute projects independently with minimal supervision driving optimal results and coordinating cross-portfolio efforts.
• Identify key requirements needed from cross-functional teams and develop a detailed project plan to track project progress, identify risks and help unblock our teams.
• Be a key technical stakeholder driving feasibility and dev timeline discussions for the respective Portfolio that you will be engaged in
• Represent CS Tech in project related cross-functional discussions (with business & product) articulating the project status and addressing concerns of the stakeholders
  Lead roadmap planning and resource budgeting with the respective Technical Program Leads
• Understand CS application design, architecture and infrastructure dependencies in detail
• Build relationships with business partners, internal and external; contribute to broader goals and growth beyond the scope of a single or your current projects
• Effectively communicate status to various stakeholders including key senior leadership
• Design, facilitate and lead various workshops with various stakeholders
• Enjoy operational precision and detailed program management, but understands the broader strategic context of the business
• Get along well with others from diverse backgrounds and be able to work with flexible working hours across the globe

• Strong background in project management throughout the product life cycle & business systems analysis (preferably with customer support organizations) .
• Ability to quickly and independently identify technology dependencies and potential CS application impacts
• Ability to communicate verbally and in writing clearly and succinctly, complex design and technical issues, as well as business and product specifications
• Experience managing projects for contact center technology and/or experience working in a contact center.
• Understanding/Familiarity with the technology stack for a contact center is needed
• BS / BA in computer science, business, engineering and/or significant experience working for organizations that build/manage technology Competent with Microsoft Office, Jira, Project Management tools, Internet technologies, etc.
• Project Management Professional (PMP), Certified ScrumMaster (CSM), or Master Project Manager (MPM) certification preferred