Project Manager-Customer Experience (CX)-Contract

Company Description

Employment Classification: W2 Temporary Project Consultant

Sia Partners is a next-generation consulting firm focused on delivering superior value and tangible results to its clients as they navigate the digital revolution. Our global footprint and expertise in more than 40 sectors and services allow us to enhance our clients’ businesses worldwide. We guide their projects and initiatives in strategy, business transformation, IT & digital strategy, and Data Science.

We are working with a client in need of a Project Manager responsible for managing customer experience initiatives such as billing improvements, IVR programs, payment simplification and online enhancements. This Contractor will be responsible for coordinating workshops, capturing session notes/action items, and driving the initiatives to a successful value generation post-launch.

Project Length: 12 months plus

Location: Remote with occasional travel to King of Prussia, PA, and other client locations

Job Description

• Define/redefine business processes related to online self-service processes with customers via online, agent, chat, SMS, email, and other channels
• Coordinate with technology architects to define solutions for build/purchase
• Understand processes across multiple technologies including online & CRM vendor(s), SAP, internal & external online channels, and others
• Manages scope, timelines, budgets, resource allocations and deliverables for project implementation
• Facilitates project status meetings and key stakeholder reviews
• Manages issues and risks to minimize exposure and risk on project
• Provides leadership to diagnose and overcome barriers to team/project progress
• Executes implementation plan and monitor progress, perform project review
• Identifies and engages key Stakeholders as appropriate
• Manages day-to-day operational aspects of the project and scope
• Reviews project deliverables
• Elevates all critical issues and risks with suggested courses of action
• Ensures project documents are complete, current, and stored appropriately
• Creates and manages the following deliverables: Project Workplans, Project Risks and Issues Log, and Weekly Status Report/Dashboards

Qualifications

• Bachelor’s Degree or equivalent
• Minimum of 8 to 10 years of overall experience as a Project Manager; including experience managing customer experience initiatives such as IVR, online enhancements and/or billing simplification
• Experience managing projects in an Agile/Waterfall hybrid methodology
• Successful track record delivering projects successfully and within budget
• Demonstrated ability to make technical concepts understood by non-technical people
• Ability to be organized and multi-task; to establish and follow priorities
• Microsoft DevOps preferred but experience with JIRA can substitute
• Utilizing Slack for collaboration and communications instead of email-based work
• Strong communicator across verbal, in person, graphical and document-centric formats
• Able to lead discussions to drive initiatives with guidance from a Program Manager/Lead and work independently as required
• Must possess outstanding verbal and written communication skills, in addition to excellent client interfacing and presentation skills
• Project Management Certification (PMP) a plus

Additional Information

Please note that Sia Partners requires all employees in this position to be fully vaccinated against COVID-19 as a condition of employment.  “Fully vaccinated” means that the individual can provide acceptable proof that the individual has received, at least fourteen (14) days prior to the individual’s start date, either the second dose of a two-dose COVID-19 vaccine, or one dose of a single-dose COVID-19 vaccine.  Vaccines must be authorized and/or approved by the FDA.  Individuals needing an exemption to this requirement due to medical, disability-related, or religious reasons may request an exemption during the recruiting process. The Company will engage in an interactive process to determine if an exemption to this requirement as a reasonable accommodation is appropriate.

Our Commitment to Diversity

Diversity, equity, inclusion, and belonging (DEIB) are part of Sia Partners’ DNA. Thanks to our expertise in several sectors and our international growth, our teams include a variety of experiences and cultures. We’re confident that promoting DEIB creates an environment in which everyone can reach their full potential.

Our global network, DEIB@Sia Partners, brings together our people worldwide to facilitate local and global progress, focused on the following areas:

• Gender equality (global Gender E