Director – Program Management

Are you ready to take the helm of an exhilarating project that will revolutionize our customer service landscape? We are on the lookout for a dynamic and passionate Delivery Lead to spearhead the replacement of our customer service system. This is your chance to make a significant impact and lead a team to success in a dynamic environment!


 

Bachelor's degree in information systems, computer science or related business or technical field or equivalent work experience. (Typically, four years of related, progressive work experience would be needed for candidates applying for this position who do not possess a bachelor's degree.) 

Eight years of information technology and/or project management.

Experience with Oracle C2M or CCS implementations.

Experience with Azure DevOps (ADO) and Oracle Primavera Cloud (OPC).

Experience in information technology system operation/environment and/or development. 

Understanding of agile methods, processes, and key concepts. Understanding of system development lifecycle within an enterprise. 

Ability to coordinate across teams to accomplish tasks. 

Effective project management skills and ability to prioritize and manage multiple tasks and projects concurrently. 

Effective analytical, problem-solving, and decision-making skills. 

Effective people skills and customer relationship skills. 

General understanding of IT operating and capital investment budgets. Understanding of company's existing IT environment and of applicable company policies, practices, and procedures.

Lead the Charge: Drive the end-to-end delivery of the customer service system replacement project, ensuring seamless execution and timely completion.

• Champion Customer Experience: Keep the customer at the heart of everything you do, ensuring the new system enhances our service delivery and exceeds customer expectations.
• Manage Risks and Issues: Proactively identify and mitigate risks, addressing any issues that arise with agility and a problem-solving mindset.
• Drive Continuous Improvement: Foster a culture of continuous improvement, leveraging feedback and data to optimize processes and deliver outstanding outcomes.
• Innovate and Inspire: Bring fresh ideas and innovative solutions to the table, inspiring your team to think outside the box and deliver exceptional results.
• Collaborate and Communicate: Work closely with cross-functional teams, stakeholders, business leaders, IT, and vendors to ensure alignment and effective communication throughout the project lifecycle.

Proven Leadership: Demonstrated experience in leading complex projects, with a track record of successful delivery.

• Technical Acumen: Strong understanding of customer service systems and technology, with the ability to translate technical requirements into actionable plans.
• Excellent Communication Skills: Exceptional verbal and written communication skills, with the ability to engage and influence stakeholders at all levels.
• Problem-Solving Prowess: A natural problem-solver with a keen eye for detail and a proactive approach to overcoming challenges.
• Customer-Centric Mindset: A passion for delivering exceptional customer experiences and a deep understanding of customer service principles.
• Adaptability and Resilience: Thrive in a dynamic, fast-paced environment, with the ability to adapt to changing priorities and navigate ambiguity.

Pay Range: $181,600-$213,700