Description

You own the execution and delivery of complex workflow management (WFM) implementations across multiple Customer Experience teams.

Responsibilities

• Partner with business stakeholders to gather and represent requirements to internal and external partners.
• Evaluate, prioritize, plan, and execute cross-functional requirements for WFM teams.
• Develop and manage the overall project plan and timeline for WFM implementation across Product, Engineering, and Quality.
• Own User Acceptance Testing (UAT) of WFM requirements and manage post go-live support.
• Maintain project timelines, risk trackers, and status reports, communicating risks to senior management.

Required Skills

• 5+ years of experience in technical project or program management.
• Expert coordination of highly technical teams to deliver value to internal customers.
• Demonstrated experience working with customer experience or customer support organizations.
• Strong prioritization methods and communication skills for navigating trade-off discussions.
• Experience successfully applying Lean, Agile, or ITIL to previous workflows.
• High proficiency in Jira, Slack, and G-Suite.
• Ability to design and improve simple, scalable procedures to solve problems.

Key Skills

Education

Any Gradute