Senior Manager, Customer Experience

Company Overview

NWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. For more than 30 years, NWN has helped over 5,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions. The company's proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients' most demanding technology needs. NWN is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score. For more information, visit: NWN.ai.

Responsibilities

Role Overview

As the Senior Manager of Customer Experience Portfolio Management, you will be responsible for ensuring the successful planning and execution of the customer journey for a portfolio of non-recurring services engagements.

Your role will involve developing and implementing project methodologies, establishing best practices, and ensuring alignment of projects with organizational goals. Additionally, you will provide strategic direction, mentorship, and support to project managers and teams to ensure successful project delivery.

 Scope of Role Responsibilities

Essential, key job responsibilities for this role include, but are not limited to:

 

Portfolio Performance & Governance: Ensure that the non-recurring services engagements in the portfolio are delivered on time and within budget.  Ensure timely recognition of portfolio revenue within the margin specifications of the engagements. Develop and implement key metrics to manage the performance of the portfolio.

 

Leadership: Provide strategic leadership to the Customer Experience Project Team, setting visionary direction, and fostering a culture of excellence in project management.

 

Strategy Development: Collaborate with leadership with in the Project Management Office, to develop and implement project management strategies aligned with the organization's objectives and priorities.

 

Methodology Development: Implement project management methodologies, frameworks, and processes to streamline execution and accelerate revenue.

 

Governance: Establish governance structures, standards, and performance metrics to ensure compliance, accountability, and transparency across all projects.

 

Resource Management: Oversee project resource allocation, including staffing, budgeting, and vendor management, to ensure optimal utilization and cost-effectiveness.

 

Risk Management: Identify, assess, and mitigate project risks, developing contingency plans and ensuring proactive risk management practices are in place.

 

Stakeholder Management: Foster strong relationships with key stakeholders, including executives, clients, and project sponsors, to ensure alignment, manage expectations, and facilitate communication.

 

Performance Monitoring: Monitor project performance against established baseline targets for revenue, cost, margin, schedule and quality,  providing regular reporting and insights to senior leadership to support decision-making.

 

Continuous Improvement: Drive continuous improvement initiatives within the Customer Experience team, leveraging feedback, lessons learned, and industry best practices to enhance project management capabilities and outcomes.

 

Talent Development: Mentor, coach, and develop management professionals within the Customer Experience Project team, fostering a culture of learning, growth, and excellence.

 

Additional job responsibilities include, but are not limited to:

• Understand and articulate all NWNC service offerings and capabilities.
• Promote a confident and professional environment driving a strong and positive corporate culture.
• Other responsibilities as assigned.

Qualifications

Role Qualifications and Requirements

The following are minimum qualifications and requirements required for this role:

• Bachelor’s Degree or equivalent work experience.
• PMP certification and/or 10+ years of experience with IT project management experience, inclusive of developing project plans, charter development, scope, cost management, statement of work, cost estimates, schedule.
• Expert knowledge of project management, business, and technical requirements.
• Ability to analyze RFP responses and provide scoping input on timeline and budget.
• Host/Lead Executive Leadership Steering Committee