~~TECHNICAL PROJECT MANAGER Client : Direct end Client Location: San Francisco, CA
Project Manager - CS Operations Job Responsibilities: • Perform project management of Customer Service (CS) technology projects, including managing release plan, timelines and deliverables. Communicate schedules and deliverables in a concise manner and ensure that deadlines are met. • Work with engineering, product development, QA, TechOps and other departments to resolve resource and schedule conflicts and dependencies. • Run weekly project status meetings, track status of existing issues and identify new issues and risks. • Run daily stand-ups, requirements and release planning related to project(s). • Act as a central point of contact for all communications relating to the project(s). • Manage day to day operational, project and resource allocation issues. • Communicate project status at all management levels. • Ensure that projects adhere to established standards and methodology practices. Help define new development processes and industry best-practices. • Assess impact of change requests. • Make recommendations on how to best approach a software development project keeping in mind the business goals. • Work with product managers to define requirements and ensure integrity of product. • Know at all times the health of projects, critical path items, risks and impact to timelines. • Facilitate problem solving and escalations to maintain schedule. • Coordinate project deliverables between team leads.
Job Requirements: • 5 to 7 years of program/project management experience • Strong working knowledge of web development and eCommerce for an international company • Subject matter expertise in one or more of the following areas is highly desirable: Siebel, content management, IVR/telephony, contact management (cases, routing, blending), CRM • Agile or Scrum Master experience required • Ability to work effectively in a dynamic development environment with matrix reporting structure • Strong facilitation skills • Ability to communicate verbally and in writing clearly and succinctly, complex design and technical issues, as well as business and product requirements • Demonstrated leadership abilities • Demonstrated project management fundamentals • Excellent written and verbal communication skills • Solid understanding of web technology, software development lifecycle browsers, user interface issues and quality assurance • General appreciation for software architecture and software development concepts • Ability to think “outside the box” and contribute to the improvement of internal processes • Ability to understand and challenge technical proposals • Strong MS Project aptitude • Ability to work in a fast-paced, changing environment • Highly organized and detail oriented • Ability to multi-task with minimal supervision • Demonstrated ability with affecting change • Must be hard working, highly motivated and a self-starter • Bachelor's degree or equivalent experience