Project Coordinator

Job Opportunity:

We are seeking an exceptional Project Coordinator to lead initiatives within the Customer Care space. The ideal candidate is a hands-on professional who thrives in cross-functional environments and can work effectively with business users, IT teams, product teams, and developers.

This high-impact role focuses on project execution, process improvement, and driving collaboration across teams to deliver meaningful outcomes. The successful candidate will have expertise in Agile methodologies and a strong understanding of customer care processes and workflows.

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• Project Execution: Manage the end-to-end execution of customer care projects, ensuring alignment with business goals and timely delivery.

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• Requirements Translation: Serve as a bridge between business users and cross-functional partners by capturing detailed requirements and translating them into standardized documentation and actionable user stories.

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• Process Documentation: Collaborate with subject matter experts and stakeholders to document business processes, identify gaps, and propose effective solutions.

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• Agile Practice Facilitation: Lead project teams using Agile methodologies, including managing Kanban or Scrum boards and facilitating ceremonies such as sprint planning, daily stand-ups, reviews, and retrospectives.

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• Project Updates: Deliver project updates and product demonstrations to stakeholders as needed to maintain transparency and alignment.

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• Project Planning: Develop and maintain level of effort estimates, status updates, milestones, schedules, budgets, and resource allocation to ensure successful execution.

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• Progress Tracking:

  Monitor project progress using Agile project management tools, ensuring deliverables meet quality and timeline expectations.\

• Document Management: Create and manage key project artifacts, including charters, roadmaps, requirements, test plans, and user acceptance criteria.

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• Enhancement Support: Contribute to system enhancements and process improvement initiatives that drive efficiency and effectiveness.

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• Stakeholder Alignment: Maintain strong communication and alignment with stakeholders throughout the project lifecycle.

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Required Skills & Qualifications:\

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• Agile Methodologies: Proven experience with Agile frameworks, including SCRUM, Kanban, and Sprint-based delivery.

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• Requirements Gathering: Demonstrated ability to gather, document, and translate business requirements into actionable deliverables.

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• System Knowledge: Familiarity with system integrations, user acceptance testing (UAT), change management, and business process mapping.

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• Tool Proficiency: Proficiency in tools such as SQL, Excel, Visio, Jira, or similar project and collaboration platforms.

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• Communication & Collaboration: Strong communication and interpersonal skills, with the ability to effectively engage diverse teams and executive stakeholders.

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• Organizational Skills: Excellent organizational skills, with a high attention to detail and a commitment to delivering high-quality solutions.

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• Change Management: Experience driving organizational change and managing resistance, with a proactive and collaborative approach to problem-solving.

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• Certifications: PMP, PMI-ACP, SAFe, or Scrum Master certification is a plus.

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Education & Experience:\

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• Education: Bachelor's degree in Business, Information Technology, or a related field. A Master's degree is a plus.

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• 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.

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