Project Manager - Operations

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Responsibilities

Manage the relationship with the assigned project(s) through the entire lifecycle as it relates to Operations.  Gather and accurately interpret project requirements to ensure proper assignment of department resources.  Interact with Verizon Telematics’ IT, Program and Marketing organizations as well as external customers in the planning, execution and reporting of project tasks. 

  • Review technical specs to discern department level requirements
  • Attend design and development workshops and/or meetings
  • Manage department level tasks within both internal and external groups
  • Communicate project status and tasks to department leads, Sr. management, stakeholders, and external clients
  • Develop and lead team members
  • Participate in process and/or product testing

Qualifications

 

  • B.S. or B.A or equivalent experience required.
  • 8-10 years of experience in the management of consumer contact centers from either an in-house or out sourced perspective; or equivalent combination of education and experience.  Business process analysis and call flow analysis experience is critical.  Experience in support of automotive products a plus.   Experienced in the management of projects encompassing internal and external teams.
  • Ability to provide clear analysis and make decisions on process implementation consistent with the department practices and desires.  Must have excellent communication skills, both written and oral as well as exceptional interpersonal skills.   Must possess excellent analytical skills and superior project management talent to coordinate roll-out efforts.
  • Capable of defining requirements for human to machine interfaces, training and knowledge base to support agent functions.   Proven track record of completing complicated tasks with little to no supervision or direction.  Ability to work in team-oriented and matrix managed environment. 

Equal Employment Opportunity

We are an equal opportunity employer m/f/d/v.