Job Description :
Company Overview:
Creating value by bringing together the right people to achieve results is our motto. Our clients and employees say they choose to work with us because of how we work with them - with service that exceeds their expectations and a personal commitment to their success.
Our client, an online marketplace and hospitality service, enabling people to lease or rent short-term lodging including vacation rentals, apartment rentals, homestays, hostel beds, or hotel rooms, seeks an accomplished CX Project Manager.
* Candidate must be authorized to work in USA without requiring sponsorship *
Description:
Responsible for implementing projects that drive the strategic goals of the CX organization. You will work cross-functionally to improve CX productivity and efficiency, and do so with clear communication, efficient resource usage, and deep focus on overall project execution.
Work with CX PMO team to define, launch, and execute various strategic and operational projects.
Accountable for planning and execution of global projects that involve all departments within the CX org.
Collaborate cross-functionally across CX, Product, Trust and Safety, IT, and Finance, and other business teams to drive key project outcomes. Influence CX programs and strategy in service of the company’s high-level goals.
Effectively manage change by influencing and communicating with key stakeholders. Anticipate risks associated with change management, and ensure creative and effective mitigations are available.
Prepare presentations and clearly communicate projects deliverable to senior leadership within CX and in the broader company.
Collect systems requirements, and work with Product/IT stakeholders to assess and prioritize according to operational benefit.
Communicate opportunities and advocate for product improvements and/or tools required to support project outcome and a flawless customer experience.
Regularly assess project risks and opportunities. Leverage best practices and continually drive process improvements, but work creatively to drive execution and simplification.
The initial project and top priorities in this role will be the development of a cross-functional playbook and facilitation of a simulation exercise around business continuity. Other projects will be assigned based on business need as bandwidth allows after the top priorities are addressed.
Qualifications:
BA/BS degree. 5-10 years of project/program management experience, with emphasis on project management best practices and methods. Preferably in a high-growth high-volume service operations environment.
Experience using collaborative project management tools and processes (e.g. JIRA, Asana, Smartsheets, Google docs, scrum, agile
Passion for exceptional customer service.
I''d love to talk to you if you think this position is right up your alley.
If you''re looking for rewarding employment and a company that puts its employees first, we''d like to work with you. We''re driven, people driven.
NOTE: Candidates that are offered a position are required to pass pre-employment drug and background screening. Qualified candidates with criminal histories, are considered in a manner that is consistent with local, state and federal laws.