Technical Project Manager, Cx

As a Technical Project Manager on the Customer Experience (CX) team, you will be responsible for turning insight from the CX organization into technical proposals and solutions that you will then coordinate the execution of across the company to improve the customer and CX agent experiences. You will report to the Director of CX. You will play an integral role in the continued delivery of business-critical CX applications & tools, supporting processes, and vendor relationship management. This role will live on the CX Enablement team and own the technical implementation & rollout of mission-critical initiatives like chatbot implementation, ZD messaging, new tooling/vendor rollouts, optimizing customer support channels, technical Zendesk configurations, etc. This role will scope and size technical projects and, serve as a liaison between ENG and the business, and prioritize top initiatives in reduction of contact rate and cost per contact, improved Quality, & spearheading retention projects.

• Leverage data analytics to identify areas of software adoption and functionality improvements in partnership with product managers and engineering teams.
• Own the discovery, vetting, testing, implementation, management & success of new & existing CX software.
• Establish supporting operational dashboards to monitor the success of CX software and identify areas for improvement.
• Establish best practices and define clear expectations for project output and goals, with defined timelines, milestones and measures of success for each project.
• Ensure consistent and clear communication and progress against the project plan.
• Track the team's deliverables, progress, and ultimate impact on business and technical objectives.
• Anticipate technical dependencies and bottlenecks, provide escalation management, and balance the program needs versus technical constraints.
• Articulate solutions to complex technical problems and present relevant information to a non-technical audience.
• Establish a clear, concise, and repeatable intake process for new project requests, with the ability to prioritize projects based on business need, which includes de-prioritizing some work - regardless of who requested - after analyzing the business impact.
• Be able to pivot quickly and regularly, as priorities may/will change mid-project, and do so gracefully and with buy-in from other peers and teammates.
• Analyze cross-functional processes, utilize data to identify trends, and recommend & implement improvements that support more efficient and effective workflows.

• Bachelor's degree in related field.
• 3+ years experience leading projects,  ideally in a fast paced or startup environment.
• 2-3 years of business process or analyst experience
• Proven track record coordinating technical teams and processes within a maturing organization. Knows when more process is needed, and where it can be flexible
• Knowledge of ENG processes and priorities, ability to understand complex programs and experience with pitching projects with key data to prove value.
• Outstanding communication and organizational skills; ability to communicate effectively with and influence technical and non-technical audiences.
• Proficiency with Jira/Confluence.
• Analytical mindset and data driven approach to project management coupled with strong problem solving skills.
• Willingness and ability to collaborate effectively with remote teams.
• Must exhibit strong leadership skills to the team in order to meet their goals and objectives
• MBA a plus
• Previous experience in a contact center environment.
• Experience with Asana software.
• Experience customizing customer service software and contact channels