Manager, Project Management (Customer Experience)

Location(s):

United States of America

City/Cities:

Atlanta

Travel Required:

00% - 25%

Relocation Provided:

No

Job Posting End Date:

August 12, 2024

Shift:

Job Description Summary:

The Manager, Project Management (Customer Experience), serving as a key resource within the Customer Experience organization, plays an instrumental role in partnering with executive leadership across the Syrup Plants, Foodservice Operations and Customer Service, National Foodservice Distribution and Dispensed Equipment Operations organizations, as well as networked organizations outside of Customer Experience, to drive strategic, cross-functional initiatives resulting in revenue increase, productivity savings, operational efficiencies and / or process improvements.  Types of initiatives that the role manages include: process improvement, gap assessments, software assessments, data analysis, root cause analysis, pilots, proof of concepts, experiments, user acceptance tests, business readiness, product, application and platform enhancement launches.  The Project Manager will also facilitate workshops, such as business requirements gathering, prioritization, and RACI’s.  This role requires critical thinking and a consultative mindset.

What You’ll Do for Us

• Lead and manage complex, strategic Customer Experience initiatives working with stakeholders across the networked organization (e.g. Supply Chain, Platform Services, e-B2B, HR, Innovation)
• Develop comprehensive project plans, prioritize, and monitor project progress, and report on all project milestones and outcomes. Drive projects from discovery and business analysis through execution and implementation, ensuring alignment with organizational goals.
• Map and optimize Customer Experience processes: Create, modify, and maintain process maps that reflect both current and future states. Conduct interviews with stakeholders, coordinate validation sessions, and utilize process mapping software to develop accurate and comprehensive process maps. Leverage these tools for identifying and prioritizing process improvements.
• Analyze data to identify issues and deliver data driven solutions and recommendations. 
• Perform cost/benefit analyses, change/impact assessments, and new process designs: Translate process improvements into logical system enhancements and coordinate the implementation of approved process improvements. Act as a liaison with IT on system enhancements and projects related to process improvements.
• Develop and manage operational efficiencies: Proactively identify areas for operational improvement, and lead initiatives to enhance efficiency and performance. Oversee the execution of efficiency projects, ensuring timely completion and tracking progress to quantify the benefits delivered.
• Perform Software assessments to include requirements gathering, prioritization, coordination of vendor demonstrations, criteria for selection and recommendation to leadership and implementation.
• Create and execute business readiness plans to ensure the business and / or customer is has the tools, training, communication, etc to accept changes introduced by new project, new procedure or system

 Qualifications & Requirements

• Bachelor’s degree in Engineering, Business Administration, Operations, Finance or equivalent work experience. MBA a plus.
• PMP certified, Lean Six Sigma Green Belt certification, Scrum Master certification a plus
• 5 years business experience; preferably in Project Management / Operations / Business Process Improvement or experience in similar business setting.         

Skills:

Minimum Required:

• Excellent communication and influencing skills, with the ability to drive business change using project management and operational excellence tools
• Proficient in process/team management methodologies (e.g. waterfall, agile)
• Knowledge of process mapping and spreadsheet software (e.g., Visio, Excel), techniques, and concepts
• Strong planning, execution, project management, communication, leadership, problem-solving, and analytical skills
• Capable of managing multiple priorities and responding to requests accurately and in a timely manner
• Familiar with query and reporting tools, able to learn and use a variety of such tools
• Ability to act as a liaison with IT on an array of system issues

What We Can Do for You

• Large & Connected Network: Ability & exposure to cross-functional connected teams across the country & globe allow you to enhance and maintain global connections that allow us to move faster and learn from others.

• Innovat