Contact Center Transformation Project Manager
BrightspeedAbout the role
Company Description
At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.
Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.
Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.
Job Description
We are looking for a Contact Center Transformation Project Manager to join our growing team! As the Transformation Project Manager, you will play a critical role in transforming the customer experience at Brightspeed by helping create a best-in-class organization. That will be enabled through the coordination of projects focused on enhancing processes, implementing new technology, and empowering employees across sales, service, support, etc., to deliver continuous improvement.
As a Contact Center Project Manager Transformation Project Manager, your duties and responsibilities will include:
- Manage and oversee the execution of projects related to organizational alignment, vendor management, employee experience and training, consumer insights, and support systems
- Work with cross-functional team leaders to identify project scope, goals, deliverables, and timelines for each of the transformation work streams
- Develop and maintain project schedules and budgets to ensure timely completion of project milestones
- Monitor project progress and work with team leaders to proactively identify and resolve issues that impact timelines, scope, or budget
- Develop and maintain project documentation, including project charters, project plans, status reports, and post-project reviews
- Manage cross-project risks, issues, and dependencies and develop contingency plans to mitigate
- Communicate project status, risks, and issues to stakeholders, project sponsors, and leadership teams regularly
- Collaborate with sales, customer care, and operations leaders, IT teams, and other cross-functional teams to ensure alignment of project objectives with overall business goals
- Ensure adherence to project management methodologies and standards
- May perform other duties as assigned
Qualifications
WHAT IT TAKES TO CATCH OUR EYE:
- Bachelor's degree in business, management, or a related field
- 5+ years of experience in project management
- PMP, Agile, SCRUM or Lean Six Sigma certification preferred
- Strong project management skills, with experience mediating competing agendas and brokering solutions
- Experience with process mapping and optimization
- Ability to work in a fast-paced environment with multiple stakeholders and competing priorities
- Excellent communication, leadership, critical thinking, and collaboration skills
BONUS POINTS FOR:
- Experience with Asana or other project management software
- Conflict resolution skills
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Additional Information
WHY JOIN US?
We aspire to contemporary ways of working.
We are committed to being a leader in defining a new way to work because we recognize the changing mindset of today's workforce. We have a brand new, state-of-the-art corporate HQ in Charlotte, NC and our current priority is to make it a truly vibrant destination by hiring talent in the greater Charlotte area. Why? Because our purpose is to reimagine how people work, learn, play and connect!
We offer competitive compensation and comprehensive benefits.
Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. We are committed to building a team as diverse as the customers we serve.
Diversity, equity and inclusion are at the center of our grounding belief in Being Real.
When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.
Brightspeed is an Equal Opportunity Employer
For all applicants, please take a moment to review our Privacy Notices: