Senior Project Manager–CRM & Analytics Platform Migration

The Senior Project Manager will lead the end-to-end migration of the CRM/Analytics platform to a new system for the Customer Service Organization (CSO) at LADWP. This role is responsible for managing the project scope, system integrations, infrastructure enhancements, and customer experience improvements while ensuring compliance with utility industry best practices. The Project Manager will collaborate with internal stakeholders, IT teams, and external consultants to deliver a seamless transition with enhanced functionalities.

WORKSITE: L.A. Department of Water & Power facility (Hybrid)

WORK SCHEDULE: Monday-Friday, standard business hours

ANTICIPATED START DATE: Pending RFP award, mid-year

PAY RATE: $70/hour to $75/hour

WHAT WE OFFER:

• Paid sick leave based on state regulations after 90 days of employment

• Medical, dental, and vision are offered after a waiting period (60% paid by Fortuna)

• Free TeleMedicine and Mental Health for all employees and their families

• Additional volunteer options such as Group Life Insurance, Accidental Insurance, Critical Care, Short Term Disability

WHAT YOU'LL DO:

Project Leadership & Governance:

• Oversee the full lifecycle of the CRM/Analytics migration project, ensuring alignment with LADWP's strategic goals.

• Develop and manage project plans, schedules, budgets, risk management strategies, and issue resolution processes.

• Serve as the primary point of contact for stakeholders, including LADWP leadership, IT teams, business units, and vendors.

• Ensure project milestones, deliverables, and contractual requirements are met within the agreed-upon timeframe and budget.

System Migration & Integration Management:

• Lead the migration of Oracle Siebel CRM 23, Oracle Analytics Server (OAS) 5.9, and Informatica/DAC 11g to new platforms.

• Oversee the transition of application servers, web gateway servers, middleware, and databases.

• Manage system integrations between CRM/Analytics and other LADWP applications, including Customer Care & Billing (CCB/CCS), Outage Management Systems, Workforce Management Information System, and ladwp.com.

• Ensure data integrity, security, and accessibility during and after migration.

Customer Experience & Business Enhancements:

• Oversee the development and implementation of new customer service functionalities, including case management, contractor portals, outage notifications, multi-channel customer engagement, payment arrangements, and predictive analytics.

• Coordinate enhancements that enable multi-lingual marketing, geospatial data visualization, customer preference centers, and AI-driven customer segmentation.

• Ensure that all functionalities support improved customer interactions, operational efficiency, and regulatory compliance.

Technical Oversight & Quality Assurance:

• Work closely with IT and vendor teams to design, develop, and test system configurations, integrations, and performance optimizations.

• Ensure that best practices in cloud, on-premises, or hybrid CRM solutions are followed in collaboration with LADWP's Information Technology Services (ITS).

• Oversee development of scorecards, evaluation methods, and ranking mechanisms to prioritize CRM functionality migrations and enhancements.

Project Documentation, Training, & Knowledge Transfer:

• Develop comprehensive documentation for system configurations, integrations, troubleshooting, and maintenance.

• Ensure training and knowledge transfer for up to 35 LADWP staff members, including live demonstrations, recorded training sessions, and project management tool archives.

• Provide stakeholders with detailed reports and status updates, ensuring transparency throughout the project lifecycle.

WHAT YOU'LL BRING:

• 10+ years of project management experience, including leadin