Senior Project Professional

As a seasoned project leader, you will play a pivotal role in guiding initiatives within the Customer Care domain. This position is ideal for a hands-on professional who thrives in collaborative environments and is equally adept at working with cross-functional teams.

You will bring expertise in Agile project methodologies and a strong understanding of Customer Care processes and workflows. This is a high-impact role focused on project execution, business process improvement, and driving collaboration across teams to deliver meaningful outcomes.

• Drive Project Execution: Manage the end-to-end execution of Customer Care projects, ensuring alignment with business objectives and timely delivery.
• Translate Requirements into Deliverables: Serve as a bridge between stakeholders and cross-functional partners by capturing detailed requirements and translating them into standardized documentation and actionable user stories.
• Document and Improve Processes: Collaborate with subject matter experts and stakeholders to document business processes, identify gaps, and propose effective solutions.
• Facilitate Agile Practices: 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.

This role requires strong communication and interpersonal skills with the ability to effectively engage diverse teams and executive stakeholders. Excellent organizational skills with a high attention to detail and a commitment to delivering high-quality solutions are also essential.

• Manage project planning, level of effort estimates, status updates, milestones, schedules, and resource allocation to ensure successful execution.
• Track progress with Agile tools, monitoring project progress using Agile project management tools (e.g., Jira), ensuring deliverables meet quality and timeline expectations.
• Maintain project documentation, creating and managing key project artifacts, including charters, roadmaps, requirements, test plans, and user acceptance criteria.
• Support enhancements and improvements, contributing to system enhancements and process improvement initiatives that drive efficiency and effectiveness.

• 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.

Please note that this role routinely uses standard office equipment such as a computer, keyboard, and phone. Occasional travel may be required for training and team events.