Project Manager, Customer Engagement PMO
CSG

Job Info

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20966 Project Manager, Customer Engagement PMO (Open)

Position Type:
Full time

Location(s):
US.NE.Omaha.CampusUS.AZ.Remote, US.FL.Remote, US.GA.Remote, US.IN.Remote, US.KS.Remote, US.NC.Remote, US.NE.Remote, US.PA.Remote, US.TX.Remote

Position Pay Range:

This range represents the low and high end of the salary range for this position. Actual salaries will vary based on factors including but not limited to geographical location and experience.
$68,659.00-$109,856.00

Summary:
The PMO Project Manager has primary responsibility for managing and monitoring the implementation of projects from conception through delivery. They organize activities ensuring completion within plan, scope and budget constraints and serve as liaison between cross-functional technical and non-technical resources and stakeholders in order to ensure that all targets and requirements are met. They are responsible for the identification, escalation and mitigation of Project and Program impediments. Project Managers have a beginning foundation of Project Management theoretical knowledge and understand Scaled Agile Framework (SAFe) and Agile Practices.

This position is specifically targeted to project and program management in the Digital Customer Engagement space. Candidates will demonstrate expertise and a deep understanding of the Digital products and processes, specifically focused in the domains of Email, SMS/Text, Interactive Voice Response (IVR), Conversational Artificial Intelligence, Web spaces, Database platforms, Self-Service Payment Kiosks, etc. With a background in IT Project Management and Business Analysis, the candidate will be able to evaluate, plan and execute projects, while anticipating risk and build plans to mitigate them. Direct external customer collaboration along with a high degree of technical aptitude will enable the candidate to establish lasting customer relationships, while making them effective at understanding and collecting client requirements and articulating them to their technical teams. Candidate must understand urgency in tight timelines, while collaboratively influencing their teams to achieve a common goal.

Position Details:

Responsibilities

• Organize small to medium size projects.
  
• Creates project plans, monitors schedules, and expenses that successfully deliver project goals, objectives and requirements within the scope, time, and quality constraints.
  
• Provides metrics and reporting to ensure projects are on track
  
• Responsible for timely Risk/Issue identification and mitigation
  
• Leads matrix teams that span multiple internal organizations (Facility Operations, Platform Operations, Account Management, Finance, Accounting and Information Technology Development, etc.) and external customer/vendor organizations.
  
• Possess a technical aptitude and CSG Product knowledge, specializing in Customer Engagement (i.e. Print/Mail, Electronic Statements & Email, Text and Interactive Messaging, Interactive Voice Response (IVR), Websites, Self-Service Payment Kiosks, Fieldforce Management Systems, Database platforms, Payment Card Industry (PCI), Security, etc.).
  
• Builds and executes operational readiness plans and ensures fluidity in transition from project staff to operational staff (i.e. Accounting, Facility Operations, Development, International Service Help Desk (ISD), Account Management, etc.)
  
• Responsible for aligning plans and removing impediments across multiple organizations and teams. This often includes effective negotiation skills to establish plans that best align objectives across organizations and with our customers.
  

Experience

• 3+ years' experience related to project and/or program management
  

Knowledge, Skills and Abilities

• Demonstrates basic knowledge in Technology Domain (Print/Mail, Electronic Statements & Email, Text and Interactive Messaging, Interactive Voice Response (IVR), Websites, Self-Service Payment Kiosks, Fieldforce Management Systems, Database platforms, Payment Card Industry (PCI), Security, etc.)
  
• Demonstrates basic analytical problem solving and decision-making skills
  
• Demonstrates basic knowledge in IT software development (SDLC) methodologies and processes
  
• Demonstrates basic knowledge in the Scaled Agile Framework methodology
  
• Demonstrates basic knowledge and experience in Project management
  
• Demonstrates basic knowledge and experience with Stakeholder management
  
• With guidance, demonstrates ability to navigate executive level collaboration, understand their needs and balance conflicting points of view
  
• Demonstrates awareness of Change Assurance practices and participates in their implementation
  
• Demonstrates effective risk identification and mitigation skills
  
• Demonstrates basic knowledge level of the Agile roles, artifacts and ceremonies of Scrum and Kanban
  
• Demonstrates basic knowledge level of Kanban task board, Work in Process (WIP) limits, and forecasting.
  
• With guidance, demonstrates ability to understand how they are being perceived within the culture and make appropriate adjustments
  
• Demonstrates basic crucial conversations and negotiation skills
  
• Proficient in project management tools (e.g. Jira, Microsoft Project, PowerPoint, Visio, SharePoint, RACI's, Burndown Charts and Risk Assessments)
  
• Ability to use a personal computer. Proficiency with other Microsoft Office applications as well as Project software
  
• Ability to read, write, speak, and understand the English language in a business environment
  

Education

• Bachelor's degree in Business, Computer Science, Management Information Systems or equivalent education/experience required.
  
• Project Management Professional (PMP), Certified Scrum Master (CSM), SAFe Program Consultant (SPC) or another Project Management/Agile certification preferred.
  

Benefits:

CSG is proud to offer employee-focused benefits that are robust in design and support a wide spectrum of employee well-being needs. Included in our benefits package is your choice of 3 medical plans administered by United HealthCare, MetLife dental, and vision coverage. CSG also offers an Incentive Savings Plan (401k), serviced by Fidelity Investments. CSG makes a dollar-for-dollar Matching Contribution based on the first 5.5% of your eligible pay you contribute as Pre-Tax or Roth After-Tax Contributions. All contributions are immediately 100% vested. At CSG, we recognize the ability to take time away to recharge is important. We offer a US Tiered Vacation Plan for non-exempt (hourly) roles, and a Flexible Vacation plan for all exempt (salaried) employees. For more benefit details, please view:http://viewer.zmags.com/publication/8c5c80bd.

This role is eligible for a bonus opportunity.

This job has expired.