Project Director

We are seeking a skilled Project Director to oversee the execution of projects within our Customer Care space. This is a high-impact role focused on delivering meaningful outcomes through project management, business process improvement, and collaboration.

• Manage Projects: Lead the end-to-end execution of customer-facing projects, ensuring alignment with business objectives and timely delivery.
• Document Requirements: Serve as a bridge between business users and technical partners by capturing detailed requirements and translating them into actionable documentation and user stories.
• Improve Processes: Collaborate with subject matter experts and stakeholders to document business processes, identify gaps, and propose effective solutions.
• Facilitate Agile Methodologies: Lead project teams using Agile frameworks, including managing Kanban or Scrum boards and facilitating ceremonies such as sprint planning, daily stand-ups, reviews, and retrospectives.
• Present Updates: Deliver project updates and product demonstrations to stakeholders as needed to maintain transparency and alignment.
• Develop Project Plans: Create and maintain level of effort estimates, status updates, milestones, schedules, budgets, and resource allocation to ensure successful project delivery.
• Monitor Progress: Track project progress using Agile project management tools (e.g., Jira), ensuring deliverables meet quality and timeline expectations.
• Maintain Documentation: Create and manage key project artifacts, including charters, roadmaps, requirements, test plans, and user acceptance criteria.
• Enhance Systems: Contribute to system enhancements and process improvement initiatives that drive efficiency and effectiveness.
• Ensure Stakeholder Alignment: Maintain strong communication and alignment with stakeholders throughout the project lifecycle.

• Agile Methodologies: Proven experience with Agile frameworks, including SCRUM, Kanban, and Sprint-based delivery.
• Requirements Gathering: Demonstrated ability to gather, document, and translate business requirements into actionable deliverables.
• System Knowledge: Familiarity with system integrations, user acceptance testing (UAT), change management, and business process mapping.
• Tool Proficiency: Proficiency in tools such as SQL, Excel, Visio, Jira, or similar project and collaboration platforms.
• Communication & Collaboration: Strong communication and interpersonal skills with the ability to effectively engage diverse teams and executive stakeholders.
• Organizational Skills: Excellent organizational skills with a high attention to detail and a commitment to delivering high-quality solutions.
• Change Management: Experience driving organizational change and managing resistance with a proactive and collaborative approach to problem-solving.

• Education: Bachelor's degree in Business, Information Technology, or a related field. A Master's degree is a plus.
• Experience: 5+ years of project management experience, preferably within a Customer Care organization. Experience should include managing software development lifecycles, collaborating with cross-functional technical teams, and working with Customer Care systems and enterprise applications such as CRM, WFM, and telephony platforms. Familiarity with Salesforce and Amazon Connect is a plus.
• Certifications: PMP, PMI-ACP, SAFe, or Scrum Master certification is a plus.

• For remote or hybrid positions, you must have a dedicated workspace that is free from distractions and ensures privacy.
• Working at home requires internet speeds that can support Company systems; a minimum download speed of 120mps and 10mbps upload is required. Computers must be hard wired to a router.
• All remote employees must be on camera for all training sessions, including new hire orientation and meetings with leaders and clients.
• This role routinely uses standard office equipment such as a computer, keyboard, and phone.
• Occasional travel may be required for training and team events.