Customer Experience Operations, PM

GTT provides secure global connectivity, improving network performance and agility for your people, places, applications, and clouds. We operate a global Tier 1 internet network and provide a comprehensive suite of cloud networking and managed solutions that utilize advanced software-defined networking and security technologies.

We serve thousands of businesses with a portfolio that includes SD-WAN and other WAN services, internet, security, and voice services. Our customers benefit from a customer-first service experience underpinned by our commitment to operational excellence. For more information on GTT, please visit www.gtt.net.

Role Summary:

The CX Operations, PM role will be responsible for gathering direction, setting plans, orchestrating, and delivering given strategic initiative(s) and business outcomes related to customer (internal and external) satisfaction across the lifecycle. Projects could be identified through direct customer feedback or overall CX Continuous Improvement needs. Ensures end results are of the highest quality with a clear scope, quantifiable business value and benefits. Creates and engages cross-functional, high performing teams. Facilitates appropriate communication channels within project team and leadership team, with emphasis on status, risk and issue mitigation. Applies PMO methodologies to support the complexity and needs of the specific project, phase and technical needs. Provides project team up to date visibility of milestones, deliverables, critical path, activities, and tasks. Supports change management, stakeholder training plan, financial spend, financial forecasts and other needs of the project to deliver the expected goals and objectives.

Job Scope/Supervision:  

This role is a mid-level role within Customer Experience PMO. The CX Operations, PM will have the knowledge and experience to work independently and escalate or engage peers, as necessary. Completes assignments using established guidelines, procedures, and policies. Work in partnership with regional Go to Market Teams and Operational departments. This role will project manage and administer project plans in coordination with ePMO peers. This role will work closely with CX Designer peer to ensure current and future state are documented and understood from the customers POV, ultimately driving enablement and adoption of best practice. This role will oversee and manage projects that are focused on improving and enabling the business through the customer experience. This role will own feedback loop closure with customers and documentation. Your role will involve working closely with customers, internal teams, and vendors to identify, analyze, and resolve problems through continuous improvement. Takes work direction and priorities set by head of CX Operations.

Duties and Responsibilities:

• Has very effective communication techniques and knows how to establish relationships with peers, internal teams and customers alike.
• Must exhibit a strong operational understanding of how telecom practices work from Pre Sales through Billing
• Building, and developing, strong relationships with IT and Operations in order to ease the pains of transforming the business
• Help implement customer requests flowing smoothly into and through the life cycle
• Become extremely proficient regarding all GTT systems and processes that impact servicing the customer.
• Leading and managing projects to optimize operations, improve internal and customer experience, or manage cross-functional projects.
• Preparing and presenting status reports and overseeing the execution of specific goals and objectives
• Data Analysis and Collection
• Collecting, analyzing, and reporting on performance data to monitor progress and identify areas for improvement.
• Utilizing performance management tools and systems to track progress against goals.
• Streamline client onboarding processes, handover processes, usage of service and engagement into company, including but not limited to, escalation paths and effective communication paths.
• Coordinate with sales and customer teams to ensure a smooth transition of accounts into the company
• Identify bottlenecks in the onboarding process and devise solutions
• Understand customer requirements and ensure they are met

Required Experience/Qualifications:

• College degree and 5-7 years professional level experience with 0-1 years supervisory experience for roles with supervision; or 9+ years professional level related experience with 0-1 years supervisory experience for roles with supervision; or an equivalent combination of education and professional level related exper