Project Manager
San Jose, CR
hace 6 días

Job Responsibilities :

The project manager applies solid project management and leadership skills and experience in delivering projects on-time, within budget, and with high customer satisfaction.

To be credible he or she will have current experience with managing training related projects in a customer service and support context projects through all phases of a solution s lifecycle, with demonstrated expertise and proven abilities in risk management and mitigation, and business value / strategy consulting.

The PM should be effective in fostering executive level relationships. The PM helps translate business requirements into agile projects with tangible impact and assist in engagement management.

Key role in developing training capability and capacity with key businesses and service delivery partners as part of the overall Learning and Development services delivery model.

Maintain internal business unit and delivery partner training relationships, including key community interactions.Responsible for defining operational management requirements, developing, and deploying solutions such as engagement models, key communities, process improvement / standard operating procedures, feedback mechanisms, ROB cadence and operational reviews.

Drive readiness around a portfolio of projects, training solutions delivery and best practices and offerings.Collaborate with the program team, including comms lead, to deliver articulate and effective strategic presentations to audiences of all sizes.

Manage all aspects of training related projects from conception to production operations and support : scope, schedule, cost, risk, quality, customer expectations and satisfaction, team management (cross functional, cross organizational), and partner management and all supporting scheduling and logs.

This includes managing multi-phase / multi-dimensional / multi-resource projects to conclusion while maintaining high customer satisfaction in a highly matrixed organization.

The role requires a project manager who is resourceful, confident under pressure, and has demonstrated skill in both crisis management and expectation management.

Required Skills :

  • Project Management Professional (PMP) certified; Agile Certification and portfolio management preferred but not requiredProcess design / improvement and operational project documentation such as operational playbooks and standard operating proceduresExperience using Microsoft Productivity applications (MSTeams, SharePoint, PowerPoint, OneNote, Wiki’s, Project and Visio) to manage projectsExperience with Project management in Customer Service and / or training organizationsSolid reporting and data analyst skills a plus;
  • Experience with Excel / PowerBIDiscipline to consistently execute the fundamental mechanics of project management (schedule, risk, change management, and financial management)Exhibit confidence and Emotional Intelligence to drive critical conversations.

    Perform 360-degree communication including expectation management, conditions of satisfaction, and clear communication on scope management.

    Have a passion for the customer which is demonstrated through professionalism and striving for excellence in all aspects of the customer experience, which drives customer satisfaction.

    Key Deliverables : E2E Portfolio documentation, communication and all action, risk / issue logsStatus reports, based on impact KPIs and project milestonesProject meeting management and follow-upPortfolio ROB / CadencePublished portfolio operational model and key deliverables to be defined

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