Technical Project Solutions Manager
A well-known organisation within the travel industry are seeking a Project Manager. The Technical Solutions Manager must be able to thrive and succeed in an entrepreneurial environment, and not be hindered by ambiguity or competing priorities. You will become a 'Champion' with their CRM system (Salesforce), their case workflows and their channels of operation, in order to deliver tangible business improvements.
You will influence their internal product and technology teams understanding 'best in class' CRM and technology capabilities (Salesforce). The successful candidate will also execute on high profile projects on driving efficiency, experience improvements and/ or revenue uplift.General Responsibilities:
Solution focused - envisioning a future state of operational excellence, driving or partnering on high impact business improvements globally.
Work tactically to deliver on business improvement initiatives utilising skills to develop processes, define policies, and engage technology to make needed improvements.
Analyse key business metrics and system processes to understand performance and variation.
Partner with various system owners to understand current system interactions, aligning process workflows across these systems.
Audit and document current customer contact system workflows (strong documentation/communication skills vital).
Create and build innovative business requirements by working with Operational owners, subject matter experts, and business users to define requirements, communicate needs to technology teams, coordinate UAT, and monitor and report progress and implementation activities
Able to build measurement systems and use/ interpret data to evaluate and make business improvement recommendations (experience with pivot tables and Tableau a plus).
Manage cross-functional operational efforts, working with engineering, product marketing, product, IT, and Operations to ensure smooth rollout of changes.Requirements:
Demonstrated ability to partner with operational leaders to understand business goals, analyse opportunities and develop improvement project roadmaps.
Demonstrated experience in a business/system analyst, or product/program management role.
Demonstrated experience in a contact centre environment from an operational and technical viewpoint.
Ability to lead and manage cross functional initiatives.
Demonstrated experience in translating business capabilities into business requirements for consumption by business partners and technology teams in either a Waterfall, Agile or "MVP" type model.
Comfortable in a technical environment, gathering requirements and be an owner/liaison between the customer and product development teams.
Demonstrated analytical skills - proficient in organising, analysing and interpreting data to make fact-based decisions and drive root cause elimination.
Demonstrated problem-solving skills evidenced by results in past positions.
Demonstrated Change Management experience including the ability to work with improvement team sponsors to address barriers.Work Experience and Education Guidelines:
5+ years of Project or Initiative Management, Lean Six Sigma, Agile, Waterfall or related functions or in Principal role for technical consulting and/or analytics
5+ years of delivering change in Contact Centre/Customer Engagement technical solutions
Experience driving transformative change in organisations, globally
Bachelor's degree in engineering or business (preferably in a quantitative field or equivalent combination of education and experience)
Experience with Salesforce, Contact Centre Technology, Travel IndustryBonus & Benefits Included
This client pays very good attention to detail in the way their employees work. They recognise individual needs with a very attractive and flexible benefits package which can be tailored to suit you. They attract and employ the best people from the widest talent pool, as well as those who reflect the diverse nature of their business.
If you wish to discuss possible opportunities please contact Christopher Anglin at firstname.lastname@example.org or call +44 (0)203 808 7276 (ext 2228).
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