Job Description:

The Manager, Project Management is a strategic and operational leader within the Customer Experience Voice of the Customer (VoC) team. This individual is responsible for managing multiple projects that drive customer satisfaction, operational efficiency, and team success. The role combines leadership, organization, and technical expertise to manage projects, improve processes, and deliver measurable results aligned with the team’s and organization’s goals.

The ideal candidate will possess strong project management skills, a collaborative mindset, and the ability to communicate effectively with diverse stakeholders, from operational teams to senior executives.

Key Responsibilities:

Project Management:

Plan, manage, and execute complex projects to ensure timely delivery, adherence to scope, and alignment with organizational goals. Identify risks, mitigate challenges, and maintain clear communication with stakeholders to ensure project success.

Develop, implement, and manage project plans, ensuring that scope, timeline, budget, and quality expectations are met. Identify risks, create mitigation strategies, and proactively resolve project challenges. Lead cross-functional teams to ensure alignment and drive project completion. Maintain a detailed project schedule and provide regular updates to stakeholders on project progress, milestones, and deliverables.

Customer Survey Process Management:

Design, program, and deliver customer feedback surveys for ISB Customer Community events on time. Analyze results to extract actionable insights and create LLAs (Listen, Learn, Act) to drive customer satisfaction and loyalty, while sharing results with the event team to inform future improvements.

Collaborate with the event team to design, program, and test feedback surveys for ISB Customer Community events. Provide the event team with survey links for customer distribution. Analyze survey results, develop actionable insights, and create corresponding Listen, Learn, Act (LLA) documents for input into the LLA process. Deliver survey insights and reports to the event team and other stakeholders.

PMO Excellence:

Establish a streamlined reporting process to provide weekly updates on team accomplishments, progress against key projects, and challenges. Include metrics and insights from PowerBI dashboards to ensure leadership has clear visibility into project performance and outcomes.

Establish and manage a high-functioning Project Management Office (PMO) to monitor, report, and guide team initiatives. Create and deliver weekly reports summarizing team accomplishments, project progress, challenges, and leadership asks. Integrate data-driven insights from PowerBI dashboards into reporting.

Product Operations Management:

Document and implement standardized product operations processes, including templates and review cadences, to ensure alignment and consistency across all product lifecycle management activities.

Document and standardize product operations processes, including templates, to support lifecycle management. Manage scheduling and execution of review cadences, including gate reviews and milestone tracking. Ensure consistent communication and alignment with product managers and owners.

Process Improvement:

Identify and implement measurable process improvements that enhance efficiency, streamline workflows, and improve customer satisfaction. Focus on introducing tools and practices that deliver significant value to the team and organization.

Evaluate and enhance existing processes to increase efficiency, improve customer satisfaction, and align with best practices. Identify opportunities for automation and implement tools to optimize workflows.

Team Enablement:

Provide coaching and support to teams to ensure they are fully prepared for leadership reviews and project milestones. Foster a collaborative environment and continuously develop team capabilities, achieving high satisfaction from participants in coaching sessions.

Foster collaboration across teams, ensuring alignment with strategic goals and customer-focused outcomes. Partner with the Customer Experience Senior Director to prepare teams for leadership reviews and key project milestones.

Reporting and Analysis:

Leverage tools such as Microsoft Excel, Salesforce, and the Microsoft Power Platform (PowerBI, Automate, Query) to track, analyze, and report on project performance and team metrics. Use data insights to guide decision-making and recommend strategies to improve project outcomes.

Key Qualifications:

Education and Experience:

• Bachelor’s degree in business, project management, or a related field (advanced degree preferred) or proven competency based on experience.
• Minimum of 5-7 years of ex