Senior Project Manager

We are seeking a dynamic and driven Senior Project Manager to lead a transformative initiative aimed at optimizing our external partner support system. This role will focus on coordinating the business operation team through a program which is consolidating multiple internal & external applications into a single, efficient portal while developing a user-friendly self-service platform for our partners. The Project Manager will oversee the end-to-end integration process development, collaborating closely with cross-functional teams and other PMs to ensure alignment with business objectives, manage project timelines, and allocate resources effectively. This position is essential for driving operational excellence and will require a proactive individual who is not only goal-oriented but also possesses the initiative to take charge and deliver impactful results.

Key Responsibilities:

- Develop a comprehensive project plan, outlining clear milestones and timelines to guide the project from start to finish, aligned to the plans of other teams

- Develop a strategic project plan with clear milestones and timelines to guide the initiative from inception to completion, ensuring alignment with broader business objectives.

- Proactively engage with stakeholders to gather and analyze requirements, aligning project goals with operational needs and expectations throughout the project lifecycle.

- Take initiative to manage project resources and coordinate teams across departments, fostering a collaborative work environment that supports project success.

- Assess and document existing applications related to partner support, identifying key functionalities and integration points to streamline operations.

- Design and implement a comprehensive strategy for integrating applications into a unified support portal, ensuring data integrity and operational efficiency.

- Collaborate with technical teams to align the portal with both internal and external operational requirements for functionality, security, and user experience.

- Develop and execute a plan to transition the support portal into a customer-facing self-service platform, empowering partners to access relevant support information and resolve issues independently.

- Maintain consistent communication with stakeholders, providing updates on project progress, addressing concerns, and facilitating feedback sessions to ensure alignment.

- Oversee business acceptance testing of the unified portal and self-service features, ensuring they meet operational standards and implementing enhancements based on user feedback.

- Coordinate the delivery of comprehensive training materials for internal users and external partners, ensuring effective adoption of the new system.

- Provide ongoing operational support post-launch, addressing any issues promptly to maintain smooth system functionality.

- Manage all project documentation, including design specifications, user guides, and training materials, to support ongoing operational needs and system maintenance.

- Regularly report on project progress, challenges, and achievements to stakeholders, ensuring transparency and informed decision-making.

Qualifications:

- 5+ years demonstrated experience in managing large complex focused on business operations, particularly in customer care functions. Experience with data migrations and consolidations is highly desirable.

- Strong understanding of customer support systems, customer service platforms, and self-service technologies. Experience in wholesale or telecommunications sectors is a plus.

- Proven ability to lead and motivate cross-functional teams, manage diverse stakeholders, and drive successful project outcomes. Experience in coordinating efforts across multiple departments is essential.

- Strong analytical skills to assess project requirements, identify operational risks, and develop effective solutions. Ability to make data-driven decisions and troubleshoot challenges proactively.

- Demonstrated problem-solving capabilities with a focus on operational improvement and efficiency.

- Ability to thrive in a fast-paced environment with shifting priorities. Flexibility in adapting project plans and strategies to meet evolving business needs.

- Creative problem-solving skills and a willingness to explore innovative solutions to enhance operational processes.

- Proficiency in managing multiple projects simultaneously and effectively prioritizing tasks to meet deadlines.

Desired Hard Skills:

- Experience in the telecom industry or working with wholesale partners.

- Knowledge of CRM platforms and integration with other business systems.

- Familiarity with developing and managing self-service knowledge bases to enhance operational efficiency.